Manager - Digital Strategy

Key Responsibilities:

- Develop and execute digital strategies aligned with overall business goals.

- Manage and optimize digital channels (chat, email, web, self-service portals).

- Leverage data & analytics to improve efficiency, reduce costs, and enhance customer satisfaction.

- Lead integration of AI, automation, and emerging technologies into customer service processes.

- Collaborate with CX, IT, and Operations teams to deliver seamless digital experiences.

- Define, track, and report KPIs for digital initiatives, showcasing business impact.

Requirements:

- 5+ years of experience in digital strategy, digital operations, or customer experience.

- Proven expertise with CRM systems (e.g., Salesforce, Zendesk).

- Strong understanding of call center platforms, tools, and KPIs.

- Hands-on experience with analytics dashboards and automation tools.

- Excellent leadership, communication, and problem-solving skills.

- Ability to thrive in fast-evolving technology and customer service landscapes.

Good-to-Have:

- Digital Marketing Tools (HubSpot, Marketo) for customer engagement campaigns.

- CX Tools & Metrics: NPS, CSAT, CES tracking systems.

Preferred Qualifications

- Background in B2C or B2B customer service environments.

- Certifications in Digital Marketing, Agile/Scrum, or CX platforms.

- Exposure to digital transformation projects in service industries.