Digital Transformation Manager (Focus on WhatsApp Business Channels)

Job Summary

As the Digital Transformation Manager specializing in WhatsApp Business Channels at HKBN, you will be responsible for overseeing and driving the digital transformation initiatives related to WhatsApp Business Channels. Your primary focus will be to leverage the capabilities of WhatsApp Business to enhance customer engagement, improve operational efficiency, and drive business growth. The ideal candidate will have a minimum of 5 years of experience in digital transformation, with a strong background in the technology, telecom or consumer retail sector. This role will report to our Chief Transformation Officer directly.

Responsibilities

• Develop and implement a comprehensive digital transformation strategy for WhatsApp Business Channels, aligning with HKBN's overall digital transformation objectives.
• Lead the implementation and integration of WhatsApp Business Channels into HKBN's customer engagement ecosystem.
• Collaborate with cross-functional teams, including marketing, sales, customer service, and IT, to identify opportunities for process optimization and automation using WhatsApp Business Channels.
• Analyze customer data, user behavior, and industry trends to identify insights and develop strategies for enhancing customer experience on WhatsApp Business.
• Stay up-to-date with the latest features and updates of WhatsApp Business and identify opportunities to leverage new functionalities for business growth.
• Define and track key performance indicators (KPIs) to measure the effectiveness and impact of WhatsApp Business Channels on customer engagement and business outcomes.
• Provide guidance and training to internal stakeholders on best practices for utilizing WhatsApp Business Channels to maximize its potential.
• Collaborate with external vendors, partners, and agencies to ensure successful implementation and management of WhatsApp Business Channels.
• Stay informed about the competitive landscape and emerging technologies related to customer engagement and digital transformation in the technology industry.

Qualifications

• Bachelor's degree in business, marketing, information technology, or a related field. A master's degree is a plus.
• Minimum 5 years of experience in digital transformation, customer engagement, or related roles.
• Proven experience in designing and implementing digital transformation initiatives, preferably within a technology company.
• In-depth knowledge and understanding of WhatsApp Business Channels, including its features, integrations, and best practices for customer engagement.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external stakeholders.
• Self-motivated and proactive, with a passion for digital transformation and innovation.
• Experience in the technology, telecom or consumer retail sector is highly preferred.