GSD: Digital Adoption and Customer Journey Management

The Job

• Developing and executing online and offline campaigns, including gamification, digital marketing, brand partnerships, on-ground activation etc. to drive traffic to digital and traditional channels. 
• Driving digital adoption by collaborating with different Business Units 
• Find creative ways to drive acquisition, engage users, and retain customers. 
• Analyze competitor strategies for digital adoption and deflection. Based on analysis, propose, and implement strategies to increase engagement.
• Maintaining a real-time check on customer feedback (VOC) regarding the usage of digital and self-help channels and optimize customer journey
• Validate and report campaign results at the end of each campaign/activity
• In depth analysis of past campaign performance, evaluate success factors and opportunities of improvement and amend future campaign strategies accordingly 
• Provide analytics and performance reports with regard to all marketing campaigns and lead generation to be shared with relevant stakeholders
• Develop trilingual content to be displayed in all digital self-help channels
• Develop training content on campaigns launched for agents at Customer Interaction Center and Customer Experience Centers
• Monitor and maintain key performance indicators (KPIs) for all digital channels
• Active contribution towards building a culture of innovation and digital transformation with cross functional teams and units
• Frequent visits to Customer Experience Centers, including Franchise, to ensure staff are promoting digital channels and reward them as and when required

The Person

• CIM or degree in Marketing/Advertising or closely related field
• 4-5 years of work experience in digital industry /online advertising or related field
• Knowledge in Branding, Digital Marketing, Physical Marketing, and Content Development
• Strong natural sense of design through both UX and visual design
• Critical thinking, problem-solving, planning, organizing & decision-making skills
• Excellent command of both written and oral communication in English
• Possess good interpersonal skills and willingness to learn
• Knowledge on Telecommunications domain and experience in Oracle/SQL/Tableau/MSSQL/DB environments would be an added advantage