Digital Care Director UAE National Role

Du
Dubai
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Performance and results orientation","Analytical problem-solving","Communication","Creative thinking","Resilience"]

Own the strategy and day-to-day operations of digital care and self-care channels, aligning short- and long-term plans to overall organizational goals. Build customer access and service-delivery capabilities using technology and new channels, set and achieve KPI/NPS targets, and use mobile/app and customer behavior insights to drive continuous improvements. Lead and develop the digital care team, manage budgets, and ensure staff training, reporting, and voice-of-customer measurement.

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FursaFursa
Du
Du
3 days ago

Digital Care Director UAE National Role

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own the strategy and day-to-day operations of digital care and self-care channels, aligning short- and long-term plans to overall organizational goals. Build customer access and service-delivery capabilities using technology and new channels, set and achieve KPI/NPS targets, and use mobile/app and customer behavior insights to drive continuous improvements. Lead and develop the digital care team, manage budgets, and ensure staff training, reporting, and voice-of-customer measurement.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Develop digital care strategy (short and long term) aligned to the organization.
  • •Create and optimize customer access channels and self-care service delivery using technology-based infrastructure.
  • •Set and achieve KPI targets and improve service quality using customer behavior insights and marketing analyses.
  • •Establish and implement methodologies to measure NPS, customer satisfaction, and voice of the customer; define reporting cadence for management.
  • •Lead day-to-day operations and manage, motivate, develop, and appraise staff; plan, monitor, and control the department budget.

Key Requirements

  • •Bachelor’s or Master’s degree in Business Management or equivalent experience with training in customer experience/customer relationship management.
  • •10+ years with management responsibility.
  • •Extensive experience in telecommunications, BPOs/contact centres, customer experience management, and omni-channel service delivery.
  • •Strong knowledge of digital care/self-care platform management plus customer satisfaction management and NPS programs.
  • •Experience managing BPOs and leading teams to deliver KPI and performance objectives.
Experience:10+ yearsTelecommunicationsBPOContact centresCustomer experienceOmni-channel service delivery
Education:Bachelor's in Business Management
Skills:Performance and results orientationAnalytical problem-solvingCommunicationCreative thinkingResilience
Languages:EnglishArabic
Tech Stack:Mobile appSelf-care platformsAI technologies

Eligibility

Nationality:UAE National

Company Brief

Du
du (Emirates Integrated Telecommunications Company PJSC) is a UAE-based telecom operator providing mobile, fixed-line, broadband, IPTV and ICT services to consumers and businesses across the United Arab Emirates.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
Glassdoor
Glassdoor: 3.6
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