Channel Performance Lead (Digital Marketing)

Job Description Summary

Manage the availability and performance of digital channels/platforms (eg online for Mobile, online for Broadband and App)

Job Description

Scale end to end digital operationsOversee delivery of reports and insights that analyze business functions and impactDefine, develop and own initiatives that remove blockers and improve overall performance of the digital operations teamDevelop and implement quality controls & departmental standards to ensure data quality & accuracyAccountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episodeDrive closure of critical deliverables to achieve / improve service level performanceProvide regular updates to stakeholders and management on all  pain points of our customersRelease formal incident report and RCA  to stakeholders, business/operations and system usersTrack/monitor problems affecting DGT servicesMonitor VOCs and proactively log a ticket if a complaint is recurring Manage day to day health check status with teaming partners and vendors of DGT channels based on functionality/featureProvide data on historical performance issues as input to SLA reportCommunicate reason of failure for any production issue among DGT channelsCollaborate with L1, L2 and L3 for bridge callsdocument day to day issue/performance update (at least 3x a day)Review accuracy and completeness of  RCAGovern channel quality and performance for all digital channels (online, app and bot) Daily lead for establishing and maintaining strong partnerships with VoC stakeholdersIdentify new opportunities based on customer feedback.Support the execution, maintenance, integration, and insights on service delivery and operations

Globe Telecom is a telecommunications company and a dynamic organization that continues to work on delivering the best and personalized products and services to customers and at the same time, bringing happiness to its employees and shareholders. The Company’s products and services endlessly thrive and remain to enrich the lives of its millions of subscribers.Creating a wonderful world is what the company pursues to achieve. A wonderful world brings about enhancement of what Globe has to offer its subscribers. The employees make this possible by providing excellent services, allowing them to receive wonderful employee benefits in return. This builds a service culture that will differentiate us in the market and enable us to become a more trusted brand, ensuring our customers will keep coming back. In the end, shareholders feel wonderful about the organizational performance as our new mission, vision and values are greatly fulfilled.