Am I VIVA ?

We have embraced the concept of Innovation in our DNA with a view to sustain our Leadership position.

VIVA1371 - Manager Digital Services & CEX

Business
Business Operations
Bahrain
Bahrain - Manama
Full Time

Support VIVA’s Business Digital Services for achieving their set strategies & financial targets by managing the overall digital services lifecycle from planning to implementation and meeting the expectations of digital customer experience.

Ensure that work is performed consistently within policies, procedures and service standards.

Define Business digital roadmap in line with overall blueprint, strategic aspirations and journey requirements; to include prioritization of features, systems and initiatives based on cost-effectiveness analysis and synergies.

Define Business Digital Program Building Blocks & Initiatives Master plan: Customer Experience, internal operations & technical implications.

Design and optimize Business UI / UX wireframes in lights of designed journeys and defined corporate guidelines and maintain consistency.

Maintain alignment of Business functional requirements across SDs, RfPs and in line with CEX guidelines and digital blueprint.

Participate in digital demand management and quality assurance of requirements for all Business digital channels.

Lead Business UAT activity for all digital channels.

Lead all channel activation activity across Business digital channels including traffic steering and funnel management.

Oversee Business CEX KPIs and lead enhancement activity in alignment with corporate guideline.

Own all Business digital channel sales operations from lead generation to sales order posting for Website, Portal, Mobile App., USSD, Social Media pages, Chatbot, Email, SSM.

Lead all Business reporting and performance management activity for digital operations, including dashboard development.

Manage regular auditing & performance reporting for entire business teams related to digital channels.

Report product performance and ensure that all products have fully compliant processes and procedures in place for provisioning, billing and customer acceptance on the digital channels.

Align with other business units to provide and guarantee a streamlined and consistent customer experience.

Establish and maintain a centralized communications gateway: A single gateway for all communications with the customer, that will provide access to multiple channels, such as email/SMS/etc. It will enable auditing and control over delivery of communications, while respecting customer preferences.

Perform other duties as requested

Bachelor’s degree in Marketing, IT, Telecom Engineering or equivalent from a recognized university

7 - 10 years of relevant experience in CEX and Digital Services, preferably within a telecom company at a Managerial Level