Digital Strategy Manager

4 weeks ago

Thane, India DigiFocal IT Solutions Pvt Ltd Full time

We're Hiring: Digital Strategy Manager – Call Center

Location: Thane

Experience: Minimum 5 Years

Industry: Customer Service | Digital Transformation

Employment Type: Full-Time

Experience in debt collection process mandatory.

Are you passionate about using digital innovation to transform customer experiences? We're looking for a Digital Strategy Manager to lead digital initiatives within our call center operations — blending tech, data, and strategy to deliver seamless, efficient, and scalable customer engagement.

What You’ll Do:

  • Develop and drive digital strategies aligned with business goals
  • Manage and optimize digital channels: chat, email, web, self-service
  • Use data & analytics to boost efficiency and customer satisfaction
  • Lead the integration of AI, automation & emerging technologies
  • Collaborate cross-functionally with CX, IT, and Ops teams
  • Track KPIs and report impact of digital initiatives

✅ What You Bring:

  • 5+ years in digital strategy, digital operations, or customer experience
  • Strong knowledge of call center tools, platforms, and KPIs
  • Hands-on experience with CRM systems (Salesforce/Zendesk), analytics tools, and automation platforms
  • Excellent communication, leadership, and problem-solving skills
  • Ability to adapt quickly to evolving tech and customer trends

Preferred:

  • Background in B2C/B2B customer service environments
  • Certifications in Digital Marketing, Agile, or CX tools

Ready to drive the digital transformation of customer service?

Apply now or share your profile at

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