Digital Channels Manager

The Digital Channels Manager plans, manages, and leads the development of all Smart Axiata digital channels to ensure the customer satisfactorily interacts with Smart throughout their whole customer journey from awareness engagement, purchase, and feedback.  

• Own and manage all consumer-facing digital channels of Smart (SmartNas app, AI Chatbot, Website), including strategy, development, and user growth.
• Lead and manage the development roadmap, ensuring alignment with the overall digital strategy and effective use of agile processes.
• Collaborate with internal teams and external vendors to ensure high-quality, timely delivery of digital products and features.
• Analyse customer and business needs to continuously improve digital products, ensuring a seamless and coherent UI/UX experience.
• Drive user growth and engagement through targeted marketing campaigns across digital channels, ensuring KPI achievement and strong customer experience.
• Oversee the design and delivery of new features using product development frameworks, incorporating consumer feedback and product performance insights.
• Manage the Smart loyalty program, including planning, execution, and partnership development.
• Foster innovation by integrating cutting-edge technologies such as AI to enhance channel efficiency and automation.
• Align with Axiata Group and OpCos to improve Smart Axiata’s Digital Maturity Index and other performance metrics.
• Monitor customer and channel insights (e.g. NPS, NTS, Mystery Shoppers) and ensure actionable outcomes through internal collaboration.
• Coach and develop team members, fostering continuous learning and capacity building.

• Bachelor’s Degree in Business Administration, Information System, Information Tech-nology is preferred
• Minimum 4-5 years work experience in a product/ marketing/ digital services/ trans-formation role in telecommunications or a similar environment 
• Experience of working collaboratively with diverse range of stakeholders at all levels including senior management and key professional staff cross-departmentally, to achieve successful outcomes.
• Experience in managing a team is preferred, able to translate strategy into specific set of goals for the team, coach and develop the team to high-performance
• Experience in the following is preferred: digital transformation; product conceptualization and design; or marketing
• Strong project management skills. 
• Excellent interpersonal skills; able to establish work relationships and communicate effectively with staff, at all levels including senior management. 
• Experience in tools like Jira, Confluence, Figma is needed 
• Understanding the AI tools and being able to use relevant ones
• Ability to demonstrate a high level of verbal and written English. 
• Excellent at producing and presenting concise presentations & reports. 
• Proactive, passionate, self-confident, able to work effectively under pressure, quality oriented.