Customer Engagement Manager - Watch (Kingston) - Digicel

 About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.

 With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Primary objective of the job:

• Individual will be responsible for 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

Functional Skills:

• Self Starter who is able to work autonomously under pressure
• Be ambitious, driven and passionate about all things related to digital apps
• Have polished presentation, communication, and analytical skills
• Have an adaptive style in being able to communicate often technical ideas in simple terms
• Have strong organizational skills, being able to manage multiple projects at once
• Flexibility to switch directions and pick up projects quickly

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