Responsibilities:
Digital Operations Management:
- Manage day-to-day digital operations and service delivery.
- Monitor digital platforms to ensure uptime, performance, and reliability.
- Identify operational inefficiencies and implement process improvements.
- Coordinate with IT, product, and business teams to resolve operational issues.
- Develop and maintain operational procedures, policies, and documentation.
Customer Experience & Support:
- Lead customer service and support activities across digital channels.
- Monitor customer feedback and satisfaction metrics.
- Resolve escalated customer complaints and service issues.
- Design and implement customer engagement and retention strategies.
- Ensure a seamless customer journey across all digital touchpoints.
Performance Monitoring & Reporting:
- Track and analyze operational and customer service KPIs.
- Prepare regular reports on service performance, customer trends, and operational effectiveness.
- Use data insights to recommend improvements and support decision-making.
Team Leadership:
- Lead, mentor, and develop customer support and operations teams.
- Set performance goals and conduct regular performance reviews.
- Foster a customer-centric culture across the organisation.
- Coordinate training programs to enhance team capabilities.
Stakeholder Management:
- Collaborate with product, marketing, technology, and sales teams.
- Communicate operational updates and customer insights to senior management.
- Manage relationships with external vendors and service providers where applicable.
Requirements:
- An HND in business administration, information technology, marketing, communications, or a related field.
- Experience leading teams and managing cross-functional projects.
- Strong understanding of digital platforms, CRM systems, and customer support tools.
- Customer relationship management
- Digital operations management
- Process improvement and optimization
- Data analysis and reporting
- Project management
- Problem-solving and decision-making
- Excellent communication and interpersonal skills
- Leadership and team management
- CRM platforms (e.g., Salesforce, HubSpot, Zoho)
- Customer support tools (e.g., Zendesk, Freshdesk).
