Senior Specialist, Digital Customer Engagement

About the role

We are looking for a Senior Specialist in Digital Customer Engagement to lead and optimise our digital interaction channels, including mobile apps, web portals, CRM systems and marketing campaigns. The role focuses on designing end‑to‑end customer journeys that increase engagement, retention and overall lifetime value for our telecom customers.

Key responsibilities

• Lead and optimise digital engagement initiatives across apps, portals, CRM and campaign platforms.
• Design, implement and continuously improve end‑to‑end customer journeys to drive engagement and retention.
• Analyse customer behaviour and campaign performance, generate insights and recommend improvements.
• Manage onboarding, retention, upsell, cross‑sell and reactivation campaigns while tracking relevant KPIs.
• Collaborate with Product, Marketing, Sales, IT and Data teams to deliver seamless customer experiences.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Telecommunications, Economics or a related field.
• 3–5 years of experience in product development, product management, marketing or acquisition roles.
• Experience in telecommunications, FMCG, digital products or technology‑driven industries is an advantage.
• Strong understanding of product development and customer acquisition principles.
• Proven market analysis and competitive benchmarking abilities.
• Project‑management and cross‑functional coordination experience.
• Analytical mindset with the ability to interpret data and performance metrics.
• Excellent communication and stakeholder‑management skills.
• Ability to work under pressure and manage multiple initiatives simultaneously.

Required skills

• CRM platforms
• Data analysis