Digital Experience Manager
Company: OnSolutions
Location: Tirana, Albania
Deadline: 29 Feb 2024

VACANCY ANNOUNCEMENT

On Solutions, is one of the newest companies of BALFIN Group launched in 2020, provides loyalty programs, customer experience & services, social media communication, NPS, CSI surveys, market research services, telesales and online sales management, measuring customer satisfaction, performing analyzing and reporting On Solutions manages the biggest loyalty program in Albania, Happy, with over 520,000 members being rewarded yearly. Happy Program is the only multi-brand scheme in Albania.

The company has expertise in Loyalty programs, Customer Experience & Customer Services, offering personalized campaigns and high-level expertise to partner’s customers on daily basis.

Position:             Digital Experience manager

Company:          On Solutions

Reports:             CEO                              
 

Job Overview:

The Digital Experience Manager is a multifaceted role that combines expertise in digital technologies with a focus on enhancing the overall customer journey. This position is responsible for leading digital initiatives and projects, ensuring a seamless online presence, and optimizing customer interactions to deliver exceptional satisfaction. The role involves strategic planning, collaboration with cross-functional teams, and leveraging technology to drive innovation in both digital processes and customer experience. The Digital Experience Manager plays a pivotal role in shaping the organization’s digital presence and ensuring that customer interactions align with the highest standards of excellence.

Responsibilities

  1. Digital Transformation Leadership.
  • Lead and drive the company digital transformation strategy.
  • Identify opportunities for the integration of digital technologies to enhance customer experience.
  • Identify and lead digital projects to improve the digital journey of Balfin customers.
  • Collaborate with Balfin companies to create a digital CEX (Customer Experience) omnichannel.
  • Close collaboration with CEO to ensure companies vision and digital objectives are achieved.
  • Keep the CEO updated with latest industry’s digital trends and projects progress.
  • Prepare and keep accurate project documentation.
  • Responsible to meet projects deadline and KPIs achievement.

 

  1. Collaboration:
  • Work closely with different departments of company to understand their digital needs and challenges.
  • Work closely with other dept and /or Balfin companies to ensure and lead the digital project implementation.
  • Foster a collaborative environment to ensure seamless integration of digital solutions across the organization.
  • Increase digital awareness in company through frequent communication of ongoing initiatives, innovations in industry, market, and technology.
  • Identify and closely collaborate with “digital talents” to better spread and adopt the digital mindset.
  • Closely collaborate with IT department to prioritize, supervise, and implement digital initiatives.
  • Collaborate with HR to plan and include targeted trainings to build specific capabilities towards digitalization in the training curriculum.

 

  1. Training and Education:
  • Provide training sessions to employees on new digital tools and technologies.
  • Promote digital literacy and ensure that employees are comfortable and proficient in using digital platforms.

 

  1. Innovation:
  • Stay updated on emerging technologies and industry trends.
  • Propose innovative solutions to enhance the organization’s digital capabilities.
  • Drive a culture of innovation within the organization, encouraging creative solutions to enhance digital and customer experience.
  • Implement continuous improvement initiatives and projects based on feedback and industry best practices.

 

  1. Change Management:
  • Support change management efforts related to the adoption of digital solutions.
  • Analyze internal processes of the company in collaboration with relevant stakeholders and identify areas of improvement.
  • Address concerns and facilitate a smooth transition to digital processes.
  • Analyze and map the customer journey to identify key touchpoints and opportunities for improvement.
  • Implement and manage customer support processes to maintain high levels of customer satisfaction.

 

  1. Metrics and Reporting:
    • Establish key performance indicators (KPIs) to measure the success of digital initiatives.
    • Report frequently the status of digital initiatives/projects to the company management and to the Digital Transformation Manager
    • Provide regular reports and updates on the progress of digital transformation projects.
    • Close collaboration with Balfin group digital team

 
Education and Experience:

  • A Master’s degree in a relevant field such as Business Informatics, Business Administration, Information Technology, or a related discipline is often required;
  • 5 (five ) years’ experience in similar business domain in any related position, where applied Innovative modelling, business models, business analysis, Project Manager, etc.
  • Proven experience in digital strategy development and implementation.
  • Knowledge of various innovative approaches and a wide range of popular technics and tools.
  • Confident using different digital platforms, including ERP, CRM, e-Commerce.

 
Requirements:

  • Familiarity with digital technologies, including CRM , web platforms, mobile applications, and emerging digital trends.
  • Knowledge of various innovative approaches and a wide range of popular technics and tools.
  • Demonstrated expertise in digital customer experience strategy and management.
  • Strong understanding of customer journey mapping and optimization.
  • Ability to analyze customer data and draw actionable insights.
  • Digital literacy, training of any business platform.
  • Understand core business processes of a company and ability to perform basic business process analyses.
  • Understanding the customer’s needs and performing user journey map.
  • Knowledge of change management processes.
  • Project management, communication, time management skills.
  • Ability to relay information and instructions in a clear, accessible, relevant, and personable way.
  • Ability to work with colleagues with different levels of knowledge; to be empathetic and to maintain confidential communication where applicable.
  • Use of related tools such as collaborative and communication platforms.
  • Innovative and Smart thinking, critical and analytical thinking.
  • Consistent, patient and understanding.

 
Work conditions: On Solutions offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

Application Procedure: All the interested candidates are welcomed to submit their CVs in the address: i.shima@onsolutions.al

Deadline Application: February 29, 2024.

*All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”.

*Please note that only those candidates SELECTED for further consideration will be contacted.