Job Purpose:

lead our digital channel services team in identifying opportunities and developing digital website and application solutions. The role requires a candidate who has excellent analytical, organizational, and communication skills for working with a team to interpret large amounts of data. This is a customer-centric role, working to translate the needs of customers into digital business opportunities.

Key Accountabilities and Tasks:

• Drive strategies and long-term vision to build best-in-class digital channel services.

• Conduct user research and usability studies, collaborating with designers, developers, and research teams throughout the standard Zain process.

• Develop and implement new applications that extract, transform, and load data into digital channels.

• Partner with stakeholder to manage roadmap and backlog for all website and digital channel, ensure the delivers capabilities on time and per expectation.

• Monitor and evaluate website and application channel performance, content management and user acceptance testing to facilitate continuous iteration and improvement.

• Maintain consistent brand messaging across all digital channels in alignment with Branding & Advertising team.

• Set and monitor websites and digital channels KPIs.

• Prepare reports and analytics on the overall performance of various channels, including ROIs and KPIs.

• Ensure a planned set of activities that balances staff workload to achieve the business targets.

• Follow up and monitor budget execution and OPEX.

• To ensure compliance with Zain information security and quality management system.

• Contribute to the effective management, motivation and development of the team resources following Zain policy.

• Supervise and coach the team members and set their yearly target and conduct the performance review on a regular basis.

• Typical Performance Measures:

• Customer Satisfaction

• Customer Retention & Customer Experience

• Achievement of overall Commercial KPIs targets

• Positive ZAIN company image and reputation within the market

• Effective relationships with stakeholders.

Dimensions

• Reports to director customer care.

• Responsible for management of third-party suppliers/contractors

• Direct management of 2 team leaders and 4 specialists.

Qualifications/Experience:

• Educated to Degree level.

• Relevant Professional commercial, Business, and project management qualification essential

• Minimum 3 years previous experience of managerial role and digital services .

• Ability to communicate in Arabic and English essential.

Key Behaviours for Success:

• Commercial Awareness

• Analytical thinking and problem solving

• Forward Planning

• Results Driven

• Concern for Standards/Efficiency

• Being Collaborative

• Tenacity, Resilience and Self-Management