Job Title:
CX Digital Manager
Job Description
We are seeking an experienced Digital Manager to drive digital transformation, operational excellence, and customer experience optimization across our real estate portfolio. This strategic role will be based in Abu Dhabi and responsible for developing and implementing digital solutions that enhance operational efficiency, improve stakeholder engagement, and maximize the value of our digital assets and touchpoints.
The Digital Manager will serve as a key change agent, working closely with leadership, operations teams, and external stakeholders to identify opportunities for digital innovation, analyze performance data, and implement best-in-class digital strategies that align with our business objectives.
Job Description
Key responsibilities
Digital Strategy & Transformation
- Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints
- Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI / impact projections
- Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy
- Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies
- Champion digital-first behaviors across the organization, working with management to embed digital capabilities within existing operations
Operations Management & Process Excellence
- Design and organize seamless user experiences across multiple channels and customer touchpoints
- Implement robust governance models, risk controls, and regulatory compliance measures for digital operations
- Utilize Lean, Six Sigma, and other methodologies to identify and eliminate operational inefficiencies
- Spearhead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
- Conduct root cause analysis to identify operational deficiencies related to digital usage and implement sustainable corrective actions
- Establish continuous improvement frameworks including Kaizen principles and business process reengineering
Data Analytics & Performance Management
- Leverage advanced analytics, dashboards, and real-time reporting tools to track digital performance and identify trends
- Develop and maintain digital usage reporting frameworks to measure adoption, engagement, and business impact
- Utilize predictive modeling and business intelligence tools (Power BI, Tableau, SQL) to derive actionable insights
- Monitor benefit forecasting and tracking for digital initiatives, ensuring delivery of projected outcomes
- Conduct regular operational audits to evaluate digital performance and recommend strategic improvements
Stakeholder Management & Communication
- Present proposals, findings, and recommendations to senior leadership and key stakeholders with clarity and impact
- Capture and translate business requirements into technical specifications for digital solutions
- Act as liaison between business units, technology teams, and external vendors to ensure seamless delivery
- Conduct regular business reviews to evaluate digital initiative performance and alignment with objectives
- Implement structured feedback mechanisms to capture stakeholder input and drive continuous improvement
Change Management & Implementation
- Author and communicate digital behavior requirements and standards across the organization
- Support change thinking and change management initiatives throughout digital transformation projects
- Analyze system changes and assess their impact on business operations and user experience
- Communicate technical changes effectively to operational teams and support successful implementation
- Create compelling change stories using data visualization and presentation techniques to drive adoption
Team Leadership & Capability Building
- Lead, mentor, and develop team members with a focus on digital excellence and innovation
- Foster a culture of ownership, accountability, and continuous learning
- Provide input to training programs to upskill employees on digital tools, analytics platforms, and process excellence
- Promote consultative approaches to problem-solving and critical thinking across the team
Qualifications and experience
Education
- Bachelor's or Master's degree in Business Administration, Information Systems, Digital Technology, Operations Management, or related field
Experience
- Minimum 8 years of progressive experience in digital transformation, operations management, or digital delivery roles
- Proven track record in the real estate, banking, government, or property management sectors
- Strong experience in service delivery, process excellence, and operational transformation
- Demonstrated success in leading digital adoption initiatives and change management programs
- Experience with CRM platforms, workflow automation, and digital customer engagement solutions
Technical Skills
- Advanced proficiency in business intelligence and analytics tools (Power BI, Tableau, Excel, SQL)
- Strong understanding of CRM systems, preferably Salesforce and Genesys platforms
- Knowledge of app development and deployment processes
- Understanding of API integration and system connectivity
- Experience with process automation tools and RPA technologies
- Familiarity with Lean, Six Sigma, or other process improvement methodologies (certification preferred)
Core Competencies
- Exceptional communication skills across all formats (verbal, written, presentation)
- Advanced PowerPoint skills with ability to structure complex information and create compelling visual narratives
- Strong influencing and stakeholder management capabilities
- Consultative approach with ability to critique thinking and challenge assumptions
- Root cause problem-solving expertise using analytical frameworks
- Project management experience with demonstrated ability to deliver complex initiatives
- Critical thinking and strategic analysis capabilities
- Change story creation and communication expertise
- Strong command of English language (written and spoken)
What we offer
- Opportunity to shape digital strategy for a leading real estate development and management company
- Collaborative work environment with senior leadership visibility
- Exposure to diverse real estate portfolio and complex operational challenges
- Professional development and continuous learning opportunities
- Competitive compensation package commensurate with experience
Location:
ARE Abu Dhabi - Building Khaleej Area
Language Requirements:
Time Type: