Job Description

1.  Lead to ensure the Digital Enablement planning and governance model, including monitoring for the Online business. To provide support in defining, creating and capturing demand for all projects and initiatives of the overall programme.
2. Track budget and spend against agreed BP and plans.
3. Facilitate to implement all commercial initiatives including go to market activities and take primary responsibility for commercial and go to market deliveries.
4. Ensure the appropriate business models and processes are in place for common deployment investment assessment and to support all team members in process delivery development (including IT interfaces) and ensure alignment and road mapping releases and deployments.
5. Facilitate the change required for Online and Self Service to becoming a world class experience and the primary sales and service channel for our customers across the Celcom footprint. 
6. Support in setting-up and manage a rigid Governance framework for the delivery of the online & Self Service domain, including establish the appropriate steering and working committees aligned with cross-functional domains (e.g. IT, EBD, Business Operations, etc), and in managing the Online business planning processes and assist with the development of IT architecture and processes that allows faster deployment and make online integrated in all touch-points.
7. Support commercial & performance tracking of Online & Self Service as and when required, for example:

• Support the proposal and agreement of KPI’s for delivery of online customer experience.
• Support alignment of activities and objectives across Online and Self Service requirements.
• Actively contribute to the online team, in order to drive collaboration for a world-class online experience.
• Deliver actionable measurement for commercial and technology projects and initiatives. Budgets for market analysis and required expertise for online sales and Self Service adoption.
• Ensures that appropriate commercial overviews, business models and processes are in place for any Online & Self Service investment.
• Implement established reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the Online and Self Service domain, business benefits and ensure delivery is on time, within scope and budget.
• Prepare monthly input or reporting as required.
• Tracking delivery of the overall program into market.
• Funnel management across key processes with self-service domain.

Job Requirements

• Performance Management.
• Strategy and Online/Digital experience. 
• In depth knowledge of analytic and tools and trends. 
• Strong business Internet experience. 
• Working in cross channel analytics and insights in service industry. 
• Online customer experience tracking including NPS/Customer Satisfaction. 

Additional Info