Senior Manager Digital Channels Management

Role Purpose

Lead Omantel's customer-facing digital estate the Customer Experience Platform (CEP), web and portals, conversational channels, and self-care machines as the primary way customers discover, buy, pay, and manage their subscriptions. Deliver flawless core telecom journeys across B2C, B2B, and B2X, converting assisted volume into digital and growing in-channel revenue. Grow lifestyle capability on the CEP by deploying and commercializing contracted partnerships, extending it from a self-care utility into a daily engagement destination, and proving the value of both layers through frequency, stickiness, and lifetime value.

• Unit: CCCO
• Division:
  Digital Growth
• Location:
  
  Muscat
• Grade: L2
• Line Manager:
  General Manager Digital Growth
• Minimum role requirements:
• Bachelor in relevant discipline
• Professional certification in the field is preferable
• 8 years of relevant experience & at least 3 years in a managerial position

• Lead Omantel’s digital channel strategy and roadmap across the CEP (Customer Experience Platform), web and portals, conversational channels, and self Service machines, sequencing core telecom excellence as the priority and lifestyle expansion as a deliberate adjacency.
• Drive the digital channels roadmap in alignment with Omantel's commercial, customer experience, digital transformation, and revenue growth priorities.
• Act as business owner of the CEP, Omantel's primary digital engagement, self-service, and revenue-generating channel, holding backlog priority, release planning, and acceptance of delivered functionality, and upholding full Arabic and English parity, and accessibility standards.
• Own and continuously enhance end-to-end telecom digital journeys across mobile, fixed, broadband, prepaid and postpaid, recharge, bill payment, subscriptions, service requests, complaints, and account management serving B2C, B2B, and B2X customers through seamless sales, servicing, and support.
• Build lifestyle capability on the CEP (Customer Experience Platform) through partnerships across verticals extending the platform beyond core connectivity into daily customer engagement.
• Deliver the digital revenue target through core in channel sales, payments and e-commerce owning the funnel end to end and optimizing conversion at every step.
• Expand digital self-service capability to reduce dependency on traditional channels, retail, contact centers, and assisted channels, and deliver the agreed digital to assisted interaction ratio by segment.
• Ensure digital channel stability, availability, reliability, and performance through proactive monitoring, incident management, and business continuity readiness, including partner dependent services.
• Establish governance for demand management, prioritization, release planning, UAT, production readiness, and post launch performance tracking.
• Partner with the Emerging Technology team to introduce AI, automation, personalization, analytics, and innovative capabilities into customer-facing channels.
• Use analytics, customer feedback (Voice of the Customer), complaints, app reviews, and journey insight to identify pain points and drive improvement, making experimentation routine, and define and monitor KPIs across core telecom performance and lifestyle engagement to show how the two reinforce each other in driving frequency of use, stickiness, and customer lifetime value.
• Collaborate with Technology, CX, Commercial, Enterprise, Marketing, Operations, Retail, Care, Legal, Compliance, and Product teams to deliver integrated digital solutions.
• Manage the channel technology and agency vendor portfolio and own the digital channels OPEX and CAPEX budget, ensuring compliance with telecom regulation, consumer protection, data privacy and consent, PDPL (Oman’s Personal Data Protection Law), and information security.
• Build and lead a high-performing digital channels team, fostering a customer centric, data led, performance driven, and innovation focused culture, and supporting Omanisation and national talent development through hiring, capability building, and succession planning.

• Align teams around digital channel strategy and priorities.
• Lead change, innovation, and continuous improvement.
• Make clear decisions and resolve conflicts effectively.
• Develop team capability through coaching and empowerment.

• Champion the customer, defending journey quality and experience standards under delivery and commercial pressure.
• Drive results with strong…