Digital Channel Manager - Tesco Mobile

Job Description

The Digital Channel Manager is responsible for the performance, optimisation, and continuous improvement of Tesco Mobile Ireland�s (TMI) digital channels. This role ensures that the digital channel deliver against TMI commercial, customer, and brand objectives. The role is also accountable for building out the capability of TMI�s digital assets to ensure the channel is future proofed and is maximising the opportunity to deliver for the business.

Digital Channel Ownership

• Develop the online channel strategy/plan and work with stakeholders to execute.
• Act as the primary point of contact for channelrelated initiatives and performance.
• SME for all things digital in TMI.
• Work with Customer Care eCare leads to align digital channel strategy.

Digital Service Provider Management

• Day to day management of TMI�s Manage Service Providers (Digital) to ensure the delivery model is in place to support roadmap execution and optimise the day-to-day operations.
• �Continually review ways of working and prioritise the delivery pipeline.
• Ensure contract terms and SLAs are adhered to.

Performance & Optimisation

• Own the digital channel targets and performance against them.
• Develop reporting dashboards to track performance of the channel.
• Use data and insights to identify opportunities for optimisation, growth, and efficiency.
• Work with finance to develop business cases to support channel investment opportunities.
• Deliver continuous improvement through testing, experimentation, and bestpractice adoption.

�

Customer Experience

• Ensure digital channels deliver a seamless, consistent, and customercentric experience.
• Work closely with Customer Care, Segment and Props, Marketing, Technology, Fraud & Security, Finance and 3rd parties to improve usability and engagement in addition to sales optimisation.
• Champion customer needs and insights in channel development and prioritisation.

CMS/DXP

• Management of Kentico CMS -working in partnership with Digital agency.
• Fully leverage capability to extract maximum value and build out capability and associated roadmap.
• Put in place processes and ways of working to exploit Kentico CMS feature set and improve time to market and efficiencies.

�

Stakeholder Management

• Work crossfunctionally with all TMI departments and the wider Tesco business.
• Provide regular performance updates and business insights to all stakeholders.
• Present at senior leadership forums including TMI board level on strategy and digital channel progress.

Governance & Compliance

• Establish channel governance and maintain documentation, processes, and governance frameworks for channel management.

Essential

• Proven experience managing digital channels in a commercial or customerfocused environment. Telco experience is an advantage.
• Strong understanding of digital performance metrics, analytics, and optimisation techniques.
• Experience working with CMS platforms, analytics tools (e.g. Google Analytics), and digital marketing technologies. Knowledge of Kentico is an advantage.
• Ability to manage multiple priorities and deliver at pace in a lean environment.
• Strong stakeholder management and communication skills.
• Experience working with external agencies or thirdparty partners.
• Ability to translate commercial requirements into technical requirements and work with technical teams to deliver.
• Ability to manage projects through to delivery. � � � �
• Ability to develop business cases to support investment opportunities.

�

Personal Attributes

• Customerfocused with a strong commercial mindset.
• Datadriven and insightled.
• Proactive and outcomeoriented.
• Collaborative and comfortable influencing across teams.
• Detailfocused with the ability to think strategically.
• Ability to work individually to a high standard as well as cross functionally as part of a team.
• Ability to translate business requirements into technical language to ensure optimised delivery.
• Ability to translate Digital performance into business benefits.

At Tesco, our vision is to become every customer�s favourite way to shop, whether they are at home or on the move. Our core purpose is to serve our customers, communities, and the planet a little better every day.

At Tesco, we pride ourselves on having an inclusive culture where everyone can truly be themselves. This is embedded in our values: we treat people how they want to be treated. We celebrate diversity and recognize the value and opportunity it brings, ensuring our colleagues feel they can be themselves at work and are supported to be at their best.

We have embraced a blended working week, combining office and remote working. Our offices remain places for connection, collaboration, and innovation. We are committed to building an inclusive workplace that celebrates the cultures, personalities, and preferences of our colleagues, who in turn help build our business's success and reflect the diversity of the communities we serve. Our stores are welcoming places for everyone, with colleagues trained to support those with visible or hidden disabilities through the Sunflower Lanyard programme.

As a large business with diverse roles and flexible working patterns, Tesco can find something that suits you. We celebrate diversity and welcome everyone. Our inclusive recruitment process ensures candidates can thrive and request any necessary adjustments. For more information on accessibility support, visit Tesco Careers Accessibility.

If you need additional support, please email tescoireland.recruitment@tesco.ie. This will help us understand how we can best support you through the recruitment process.