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Job Description
Digitally focussed and providing a truly world-class customer experience is a critical part of what Vodafone 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 to customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience program, our Customer Experience teams relentlessly identify ways to improve our customers experience of Vodafone to help us become a truly admired company.With us, you will:
- Manage and own Vodafones all Digital assets and components within the given CAPEX and OPEX budget, including website, e-Commerce, App, Self-care, USSD, IVR, Chatbot, A.I., M.L. and conversational marketing from development delivery and operations aspect.
- Ensure the Digital portfolio is all together bringing agreed revenue, bill payment, and recharge targets.
- Manage Digital Channels operations, availability, and agreed SLA.
- Manage digital team to develop, operate, and monetize Vodafone Qatars Digital portfolio.
- Manage 15+ outsourced platforms, commercials, and contracts to leverage the best outcome for Vodafone Qatar.
- Be the central SPOC for Digital assets of Vodafone Qatar and liaise with CBU, EBU, IT Domain, IT ops, network, HR, Finance, Regulatory, Legal, and Supply Chain stakeholders.
- Maintain uptime of all Vodafones Digital platforms liaising with ITOPS and capacity forecasting.
- Own end-to-end all digital processes, communications, and P&L.
- Research customer needs, manage user stories, backlog, development, product management, Insight, Project Delivery, Budget, and product releases.
- Manage interaction of 1M customers in channels visiting 12M times monthly to leverage and increase revenue in eCommerce and My Vodafone app.
- Perform related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.
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