Customer Engagement Manager (Kingston) - Digicel

Digicel Group is a total communications and entertainment provider with operations in 32 markets in the Caribbean, Central America and Asia Pacific.

After 18 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.

Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes.

Visit www.digicelgroup.com for more information.

Primary objective of the job:

Individual will be responsible Digital engagement for one of the Digicel Family of Digital Services

The role will involve defining the Engagement strategy across the app and how that engagement ties into the overall marketing strategy and across the service ecosystem

Role will also include supporting marketing, content and commercial to create and launch engaging campaigns to increase app usage.

Main Duties and Responsibilities:

• Strategy development and day-to-day management of the Engagement of digital services
• Work in collaboration with the Group Marketing team and CVM to define the Engagement strategy and how it relates to the overall marketing/ CVM strategy
• Work in conjunction with the Product Managers to ensure alignment on KPIs and strategy on Digital Service and develop cross-selling opportunities across the ecosystem
• Understand the overall data vision and strategy, and Digital is aligned with the Group strategy
• Look for tactical opportunities within to drive engagement based on global events/ trends and happenings across the spaces in which we operate
• Develop a close relationship with the Technical partners and ensure we are leveraging the tools and all their capabilities
• Develop processes and governance to ensure markets are and reportees are trained and able to use and understand the Engagement tools
• Understand the Platform analytics and able to draw insight and learnings from them in order to apply to future campaigns
• Implement A/B and multivariate testing to understand what messaging resonates with our customers
• Work with Analytics and BI to ensure we are measuring engagement efficiently
• Be always up to date with industry news and new technologies to ensure we always provide the best experience to our customers

 Academic qualifications and experience required for job:

• Four plus (4+) years’ experience
• B.Sc. in Marketing, Communications or a related discipline
• Experience in the Marketing/ Advertising or Communications
• Digital knowledge and experience is ideal
• Very good knowledge of Microsoft Excel and PowerPoint

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