Digital Care Manager

About the role

The Digital Care Manager will lead the strategy and day‑to‑day operations of du’s digital customer care function. This role ensures that digital service channels are innovative, efficient and aligned with the overall business strategy.

Key responsibilities

• Develop short‑ and long‑term digital care strategy in line with corporate goals.
• Create and optimise customer access channels using cutting‑edge technology.
• Establish cross‑departmental SLAs to guarantee swift resolution of requests and complaints.
• Drive best‑practice digital initiatives in contact‑centre operations and set relevant KPIs.
• Analyse customer behaviour data with marketing to improve mobile app and self‑care platforms.
• Monitor productivity, quality indicators and overall performance against objectives.
• Provide regular reports on digital care and self‑care performance to senior management.
• Define and maintain methodologies for NPS, customer satisfaction and Voice‑of‑Customer programmes.
• Oversee daily digital care operations, ensuring service meets company and customer expectations.
• Implement new technologies and service delivery channels to boost operational efficiency.
• Plan resource needs, recruitment and training for short‑ and long‑term requirements.
• Lead employee engagement, recognition, coaching and performance appraisal.

Required profile

• Minimum 10 years of experience in digital customer care or related telecom functions.
• Proven ability to develop and execute digital strategies.
• Strong leadership and people‑management skills.
• Excellent analytical mindset with experience in KPI and performance reporting.
• Ability to collaborate across multiple departments and manage SLAs.

Required skills

• NPS programs
• Omni‑channel service delivery
• Self‑care platforms management
• Customer satisfaction management