Job Title: Deputy General Manager Innovation & Customer Experience Department : IMEA Marketing Location: Dubai (UAE) Direct Manager: General Manager Marketing, PR & CX
PURPOSE / DETAILS OF THE JOB
Mission & Main Objectives Define the role of digital innovations/ CX in the International Markets Provide strategic guidance and oversight of International Markets websites Lead the digital transformation within the Customer Experience department. Utilize digital transformation, process and analytics tools to focus on driving business growths. Design, execute and lead digital transformation efforts. This will require a high degree of collaboration with other streams and key external stakeholders. Leverage change management principles such as driving behavioural changes, designing change strategy, assessing stakeholder impacts and organizational readiness, recommending and/ or implementing appropriate communication, training, and change solutions, and measuring effectiveness to enhance organization performance Lead the Innovation and CX team Capacity of teamwork within I-ME and I-ME Marketing Team
Main tasks and responsibilities (Including team management if any): Lead the digital life-cycle, implementation, project requirements and objectives. Responsible for overall strategic planning and execution for the digital program and delivery Collaborate with the different departments and stakeholders and act as a liaison between IT, business units and external parties. Identify areas of improvement of business process, suggest opportunities to improve efficiency and functionality. Lead front end and back end teams. Develop ways to leverage the business data to support the creation of data insights and market intelligence, improve processes through automation. Develop deep-dive analyses and machine learning models.Design and develop core business metrics, create automated dashboards and data visualization to track business insights Responsible for road-maps for integration of technologies across the digital initiatives
Ensure the digital platforms strategy, technical evolution and maintenance
Supervise, support, develop a team of 2 people.
Define the Website & E-Commerce scope Manage the I-ME websites (NSC and I-ME) as technology lead Management of websites innovation projects (e.g. UX and UI enhancements, Ensure contextual and technical SEO Manage the Analytics and performance of the websites: Implementation and roll-out of the E-commerce platform within the International Markets Act as a lead between E-commerce team and multiple business stakeholders to enhance website performance and meet the business objectives Collaborate with internal functions to create an online premium customer experience by monitoring the main KPIs
Data and CRM Planning and delivering CRM strategies across the organisation with a view to retaining existing customers and increasing brand loyalty. Collaborating across departments to ensure CRM strategy works well fo every aspect of the business. Build and maintain the database by identifying structural and implementation solutions. Secure the easy access to business data. Creating data base solutions, evaluating requirements and preparing design reports. Analyse structural requirement for new software and applications. Collecting and storing data on business figures and ensure the quality and accuracy of the data. Processing, designing and presenting the data in order to support business objectives.
Define the International Digital Innovation platforms and CRM Operations Manage digital innovations (e.g. Chatbot (AI) projects, audiences qualification etc.) Management and development of the Visualizer/ Configurator for I-ME and International Markets Management, development and enhancement of applications (Showroom app, MyINFINITI app) Various other digital innovation projects Support of the development of any digital innovation for the International Markets
Other Agency Management and budget management in line with BP Tracking and reporting of above scope Lead and Manage the Innovation and CX team
Background & Experience (years)
10 + yrs Experience in senior level digital, analytics and data roles Experience in the Middle East a Plus Experience with E-commerce Proven track record in management. organizational skills Strong execution focus and team working Proven successful experience web UX improvement and conversion optimization and omni-channel experience Experience in SEO Experience in CRM strategies Experience with Web infrastructure, performance analysis, search infrastructure, solution architecture and middle-ware application integration Knowledge of data mining and segmentation techniques Understanding of data base structure principles Web analytics skills Demonstrate experience of success within a range of complex project environments Excellent communication skills, with the ability to synthesize, simplify and explain complex problems to different types fo audience. Experience on managing multiple projects Previous experience as team leader Customer Experience mindset: focus on the customer benefits Proven solving problem attitude MS Office, mainly PPT & Excel (advance) Knowledge in CMS systems (Adobe Experience Manager) Data visualization tools (Power BI, Tableau) Knowledge in SEO tools and Google Console Knowledge on SalesForce Knowledge of machine learning and data mining techniques, predictive modelling Knowledge on AWS
Minimum Education University degree in Marketing / Communications
Language Requirements Fluent in Business English/ Arabic is a plus/ Russian is a plus
Dubai United Arab Emirates