Job description

JOB PURPOSE:

Accountable to drive a superior and differentiating customer experience service design that ease, simplify and create uniqueness in Etisalat’s Customer journey. Responsible for eCommerce & eCare efforts required to transform and develop etisalat digital channels to be customer’s first choice. Oversee overall business objectives of Revenue, P&L, customer satisfaction, market penetration, VAS upsell, Product sales on digital channels with respect to Online & MobileApp. Responsible lead all efforts required to increase the digital channels adoptions including supporting customer care in deflecting calls to the digital channels in addition to driving the online sales across digital touch-points. Responsible customer satisfaction & experience by ease of understanding, quick operation & few steps in the digital platforms for the organization

KEY RESPONSIBILITIES:

• Provide comprehensive leadership on determining digital platform strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
• Drives digital transformation of etisalat digital channels (website, mobile applications, payment machines, digital signage, etc…)
• Oversee customer research, gather and analyze internal and external relevant data, map customer journeys and complete process and service designs.
• Manages the online portal with respect to designing, updating contents, monitoring traffic, monitoring integration with other platforms/systems and updating of information on Online & MobileApp as per the agreed SLAs with different functions/systems
• Ensure the standard and consistent practice of branded customer experience journey across all products and services of Etisalat.
• Identify new areas of eCommerce / e-care opportunity beyond current organizational thinking.
• Oversee and manages projects/team to drive customer acquisition traffic and conversion to meet and exceed budgeted goals. This includes Search Engine Optimization (SEO), Search Engine Marketing (SEM), affiliates, email, social media, and all appropriate to drive on-line revenue growth and profitability.
• Be practices for eCommerce & e-care opportunities, processes and tools through continuous learning, keeping abreast of eCommerce trends and innovation.
• Accountable for enabling self-care solutions on the Online & MobileAPP thereby reducing customer usage on the traditional systems & costs
• To employ latest in technology which will enhance customer experience with scalable (considering the incremental digital platform usage by customers), customer friendly & flexible in nature.
• Increase Self-care capabilities thru innovative auto solutions,
• Lead & Deliver timely all self service projects planned for the financial year.
• To have periodic engagements, reviews with respective stakeholders & close-loop on action plans agreed
• To ensure necessary documentation (BRD) is done with respect to new requirements
• To ensure highlighting to the concerned team on the delay on deliverables & take corrective action for the same
• To enforce regulatory/customer requirements around privacy norms are met as per TRA compliance

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Business Administration
• 8-10 years of experience preferably in Customer service, Product Management in telecom industry.

We thank all applicants for their interest, however only those shortlisted for an interview will be contacted. If you have not heard from us within two weeks of your application, please consider your application as unsuccessful.

At e& diversity is our strength and we are committed to creating an inclusive environment for all. We welcome and encourage all people to apply, regardless of gender, background, age and abilities. If you are a person of determination and require an adjustment or accommodation to the selection process, please send your request to DiversityEquity&Inclusion@eand.com