Senior Manager Digital Care - 3403214

Ooredoo Group
  • Senior Manager Digital Care Jobs in Kuwait - 3403214

    Ooredoo Group
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Job Description

VAC7944 - Senior Manager Digital Care

The Company

Ooredoo is an organization on the move Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia We cover a population of more than half a billion people and serve more than 68 million customers

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and its a team that you can be part of

Ooredoos future is bright, and you can be part of our ongoing success

The Role

Responsible to manage and drive digital monthly active users and engagement leveraging on MAUs to increase revenue generating transactions that are performed by users and increase the revenue

Implementation, adoption and operation of the Digital Care framework and involves coordinationworking closely among interdisciplinary teams towards the successful implementation of each component on both B2C and B2B fronts; with focus on the Customer Care unit to increase Social direct messaging reachability, management of Chat bot implementation and updates to capture and convert high traffic inquiries and complaints via chat bot and social direct messaging

Responsible for the Ooredoo Website and Mobile app experience by enhancing and enriching the Digital service catalogue In addition to being responsible for the Digital user growth and retention; owning the user growth platform implementation and maintenance

Owning and managing the Digital user engagement platform

Responsible for the adoption of new technologies to help achieve digital growth strategy and coming up with futuristic and innovative ideas to implement in Ooredoos digital channels

Key Accountabilities and Activities

Owns Ooredoo mobile app channel

Owns and governs the Mobile app enhancement and enrichment strategy

Modification, correction and enhancement of User experience and User interface to meet the latest trends

Manages the releases of Android, IOS and Huawei store rules to accommodate the app changes

Implementation of Nojoom loyalty program feature enrichment into mobile app

Enhancement and enrichment of digital service catalogue in the mobile application

Enhancement of customer journey to boost the care interactions done via digital channels

Shift Top 10 complaints and inquiries coming from non-digital channels to be done via digital channels

Development & Maintenance of B2B Admin Self Care application Owns the website as channel serving B2C, B2B and Fixed business sectors

Enhances UXUI to boost the ability to find information quickly by customers

Manages product and service launch pages and microsites along with any integration required

Setup and maintain the Facebook Pixels and other Social and online platform SDKs to help measure performance and conversions

Maintain the website performance to have a google light room score higher than 90 in all related scoring models

Implementation of Progress web applications to serve customers in Chat and help features

Payment and Recharge gateway management New customer acquisition on digital channels

Owns the user growth platform implementation and maintenance (Similar to CleverTap, Appsflyetc)

Mapping the customer to the correct channels to improve efficiency

Retention of existing digital channel users

Cohort analysis and funneling

Monitor missing functionalities and features which are available in non-digital world and migrate them to digital channels Owns the push notification calendar

Owns and manages the Digital User Engagement platform

Maintain and update the events to the digital user engagement platform and automate 100% of user interactions via Push, In App Push and Email communication channels

Increase In App purchases to drive more revenue generating transactions coming from digital channels

Implementation of non telco features into the mobile application such as integration with Nojoom, Urban

Points and Entertainer platforms

Automation of Billing, Dunning and usage lifecycle notification via digital mediums Manage Social Care integration in all available social direct messaging channels

Work closely with Online Support (Customer Care Team) to increase and drive traffic from conventional to digital communication channels

Manage the Online ChatIn App Chat implementation and integration with Contact Centre system and SDKs Own the chat bot workflow implementation and changes

Chat bot implementation into social media care channels

Automate manual jobs

Introduce AI measurements of channel health and underlying system issues (Firebase Performance Management SDK)Implementation of new technologies to help achieve digital growth strategy

Find and assess new idea implantation digitally

Social Media direct purchase innovation

New Global Payment gateway implementation

Come up with futuristic and innovative ideas to implement in Ooredoos digital channels

Work on Google Analytics 360 to create a full view on website, and My Ooredoo Lite

Manage Google Firebase Integration and data in Mobile and Web Applications

Adjust tool attribution and reattribution models

Work and manage Audiences

Drive acquisition reporting

Continue analysis of Behavior of users and conversions as per the campaigns or promotions that are running



Bachelors degree in computer information systemsComputer Science and appropriate registration with a recognized professional institute

Skilled in Scrum and Agile development methodology

Have experience in managing multi-stream development and release of digital channels

Project planning, Search engine environment, and optimization tools and techniques

Strong Mobile Experience Skills

Gamification Skills

Revenue and transaction growth strategy on digital channels

Previous knowledge on Chatbot and Social Media care implementation

Strong UXUI (WebApp) skills

Strong Digital Analytical skills

Experienced in AI and Bot implementation

People Management skills

Good with numbers and targets

Strong interpersonal communication skills

Expert proficiency in Digital Customer Retention & Digital Customer Acquisition

Profile Summary

Type:Company Job

Deadline:05th Feb 2025

Company Profile

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.
Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.

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