Digital Channel Operations Specialist

Digitally focused and providing a truly world class customer experience is a critical part of what Company stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Company and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Company App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Company to help us become a truly admired company.

With us you will:

• Develop capabilities and features for Digital channels including and not limited Chat, Leads, USSD, IVR platforms and App
• Generate revenue (as of 2022 and 10% year on year increase) and overachieve sales targets for digital Channels.
• Operationally manage the Digital channels to maintain agreed SLA and uptime.
• Work closely with UI/UX team & web developers to ensure best experience for customers using different digital channels.
• Work closely with Consumer, Enterprise, TeleSales, Care, Finance and Legal teams to manage stakeholder requirements.
• Provide analysis and reports on metrics such as daily/weekly/monthly sales by product, category, campaign, channel etc.
• Deliver Digital Marketing related roadmap and activities to increase channel revenue.
• Create business cases along with Finance, campaigns and manage Software product lifecycle.
• Manage Machine Learnings to feed continuous new data to ChatBot.