Product Manager (Digital Channels)

JOB PURPOSE

The Product Manager (Digital Channels) is responsible for the strategic development, optimization, and innovation of ADNOC Distributionu2019s digital platforms, including web, mobile, and emerging channels. This role drives the digital product vision, ensuring seamless customer experiences, operational efficiency, and measurable business impact. Through cross-functional collaboration and data-driven decision-making, the Product Manager transforms insights into actionable strategies that support ADNOCu2019s digital transformation agenda. The role owns digital channels as strategic commercial platforms and engages regularly with executive and Chief level leadership to drive enterprise digital performance.

KEY ACCOUNTABILITIES

Strategic Planning & Execution
u2022 Define and execute the digital product strategy in alignment with ADNOC Distributionu2019s divisional and corporate goals, ensuring all initiatives support the broader digital transformation agenda.
u2022 Lead digital transformation initiatives that enhance customer engagement, loyalty, and service delivery across all digital channels.
u2022 Identify and analyze market trends, customer behaviors, and emerging technologies to inform product innovation and roadmap development.
u2022 Develop and maintain a comprehensive digital product roadmap, prioritizing features and enhancements based on business value and stakeholder input.
u2022 Monitor the competitive landscape to ensure ADNOC Distributionu2019s digital offerings remain industry-leading and relevant.
u2022 Accountable for digital channel commercial performance, including revenue contribution, conversion uplift, and cost to serve optimization.
u2022 Owns prioritization of the annual digital channel investment roadmap, making trade offs across initiatives based on value, risk, and strategic impact.

Operational Excellence
u2022 Monitor and analyze performance metrics across digital channels to ensure optimal functionality, responsiveness, and user satisfaction.
u2022 Implement continuous improvement methodologies (e.g., Agile, Lean) to streamline workflows and reduce friction in digital operations.
u2022 Ensure compliance with cybersecurity, data privacy, and regulatory standards across all digital platforms.
u2022 Oversee quality assurance processes to maintain high standards of digital product performance and reliability.
u2022 Utilize analytics and business intelligence tools to drive data-driven decision-making and operational improvements.

Stakeholder Engagement
u2022 Collaborate with internal teams (Digital, Marketing, Customer Experience, Operations) and external partners to align product initiatives and ensure cohesive execution.
u2022 Leads cross functional change initiatives across Marketing, CX, Digital, IT, Operations, and Finance to align execution with enterprise priorities.
u2022 Act as the voice of the customer, translating feedback and analytics into actionable product enhancements.
u2022 Present product performance, strategic insights, and innovation proposals to senior leadership and executive stakeholders.
u2022 Facilitate cross-functional workshops and meetings to gather input and drive alignment on digital product priorities.
u2022 Build and maintain strong relationships with key stakeholders to support successful product delivery.

Vendor & Partner Management
u2022 Manage relationships with external vendors, development partners, and technology providers to ensure timely and quality delivery of digital solutions.
u2022 Oversee contract negotiations, service level agreements (SLAs), and performance reviews to maximize value from vendor engagements.
u2022 Coordinate with procurement and legal teams to ensure compliance and value realization from vendor contracts.
u2022 Evaluate vendor performance and recommend improvements or changes as needed to support business objectives.
u2022 Stay informed about new vendor offerings and industry best practices to enhance ADNOC Distributionu2019s digital capabilities.

Tools & Technologies Management
u2022 Oversee the selection and implementation of CRM platforms (e.g., Salesforce, Microsoft Dynamics) to support digital initiatives.
u2022 Utilize analytics and business intelligence tools (e.g., Tableau, Power BI) to monitor performance and inform decision-making.
u2022 Manage project workflows using platforms such as Jira and Smartsheet, ensuring transparency and accountability.
u2022 Integrate customer experience and voice-of-customer tools (e.g., Medallia, Qualtrics) to capture actionable insights.
u2022 Leverage vendor management tools (e.g., SAP Ariba, ServiceNow) to optimize external partnerships and service delivery.

Performance Measurement & Reporting
u2022 Define and track key performance indicators (KPIs) including CSAT, NPS, digital engagement scores, and feature adoption rates.
u2022 Monitor product delivery metrics such as roadmap adherence, release velocity, and vendor SLA compliance.
u2022 Analyze operational metrics including platform uptime, issue resolution time, and cost efficiency to identify areas for improvement.
u2022 Report on commercial metrics such as vendor ROI and contract performance to inform strategic decisions.
u2022 Collect and evaluate stakeholder satisfaction data to ensure cross-functional alignment and continuous improvement.

Compliance & Risk Management
u2022 Ensure all digital product initiatives adhere to ADNOC Distributionu2019s compliance standards and regulatory requirements.
u2022 Proactively identify and mitigate risks related to cybersecurity, data privacy, and operational continuity.
u2022 Develop and maintain documentation for compliance audits and regulatory reviews.
u2022 Collaborate with legal and IT teams to address emerging compliance challenges.
u2022 Educate team members on compliance best practices and foster a culture of risk awareness.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS

Minimum Qualification
u2022 Bacheloru2019s degree in business, Information Systems, or a related field Masteru2019s degree preferred.

Minimum Experience & Knowledge & Skills
u2022 Minimum 10 years of experience in digital product management, platform operations, or related roles, including enterprise scale delivery and senior stakeholder management.
u2022 Strong analytical, communication, and stakeholder engagement skills.
u2022 Proven ability to manage external relationships and deliver customer-centric digital solutions.
u2022 Familiarity with agile methodologies, UX/UI principles, and digital product lifecycle management.
u2022 Experience with CRM, analytics, project management, and vendor management tools.
u2022 Demonstrated ability to drive innovation, operational excellence, and strategic alignment.