Job Purpose
- Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues
- Launching new digital capabilities that adds value to the Digital consumer journey
- Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behavior across all digital channels
Report To Position Name
Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues
o Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment
o Spot Digital Issues by running proper reports to detect any malfunctioning services
o Work closely with CC & all customer facing entities to gather issues/alarms
o Close monitoring of external digital fronts (e.g. Social Media/Google reviews) aiming to promptly spot any issues
o Work with Digital business owners to understand the consumer digital pain & work on proposals to fix
o Direct interface with IT & external parties to fix any spotted issues & ensure SLA abidance
o Develop proper dashboards that measures digital performance & raises prompt red flags & work with DWH to ensure data automation
o Give visibility & periodic status updates on Digital operational to management in the right forums
Launching new digital capabilities that adds value to the Digital consumer journey
o Design & Come up with new capabilities based on the understanding of Digital platforms
o Work with IT for complete implementation of the new capabilities from idea generation till delivering & handing over to business owner
o Report the progress of the newly launched capabilities to ensure proper functioning & consumer acceptance
Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels
o Introduce new reporting digital platforms & work with all relevant stakeholders starting from requirements gathering till launch
o Own the integration of external reporting engines with Etisalat DWH