Digital Care Manager

Du
Dubai
Full timeFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Performance orientation","Results orientation","Analytical problem-solving","Communication","Resilience"]

Lead and manage the day-to-day operations of digital member care, driving short- and long-term strategy for digital access channels and self-care platforms. Own KPI delivery and customer experience improvements by analyzing customer behavior, NPS, satisfaction, and Voice of the Customer signals. Partner with other departments to define SLAs, deploy new digital care technologies and channels, manage resourcing and training, and lead, motivate, and appraise the digital care team.

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FursaFursa
Du
Du
1 day ago

Digital Care Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead and manage the day-to-day operations of digital member care, driving short- and long-term strategy for digital access channels and self-care platforms. Own KPI delivery and customer experience improvements by analyzing customer behavior, NPS, satisfaction, and Voice of the Customer signals. Partner with other departments to define SLAs, deploy new digital care technologies and channels, manage resourcing and training, and lead, motivate, and appraise the digital care team.
Location: Dubai
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop short- and long-term strategy for Digital Care aligned to organizational goals.
  • •Create and optimize customer access channels and digital service delivery using technology infrastructure.
  • •Set and achieve KPI targets; monitor productivity and quality indicators against objectives.
  • •Analyze customer behavior with marketing insights to improve service quality and drive an improvement roadmap.
  • •Manage day-to-day digital care operations and lead, develop, and appraise the digital care team, including training, resourcing, and budgeting.

Key Requirements

  • •Bachelor’s or master’s degree in business management, or equivalent experience with additional training in customer experience/CRM.
  • •Minimum 10 years management responsibility.
  • •Extensive experience in telecommunications, BPOs/contact centers, customer experience management, and omni-channel service delivery.
  • •Strong knowledge of digital care/self-care platform management, customer satisfaction management, and NPS programs.
  • •Experience managing BPOs and delivering results-oriented performance in a customer care environment.
Experience:10+ yearsTelecommunicationsBPOContact centersCustomer experienceOmni-channel
Education:Bachelor's
Skills:Performance orientationResults orientationAnalytical problem-solvingCommunicationResilience
Languages:EnglishArabic
Tech Stack:Mobile appSelf-care platformsOmni-channelContact centre operations

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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