Digital Performance & Insights

Digital Performance & Insights Manager is data-driven and performance-focused, lead the analysis and optimization of digital sales channels. This role will own the reporting and insights across key acquisition channels, digital sales funnels, customer journeys, retention performance, and digital support operations. You will work cross-functionally ecommerce team, marketing, UX, product, and operations teams to identify opportunities, track KPIs, and drive improvements across lead generation, conversion, retention CX & engagement. Using digital analytics tools and platforms, to provide actionable insights to increase ROI, enhance user experience, and optimize our digital performance. Having a strong analytical capabilities, a deep understanding of digital customer behaviour, and hands-on experience with ecommerce sales, digital marketing and UX analytics. This role is key to scaling our digital sales growth and delivering a seamless, conversion-driven customer journey.

Key Accountabilities:

1- Digital Channel Expansion & Lead Generation Performance Insights:

• Oversee the implementation and mainteance of web analytics tools and platforms such as (Google Analytics, Google tag manager , Hotjar, Optimizely, etc.) and ensure accurate and comprehensive data collection across all data tools over digital channels.
• Track performance of all lead acquisition channels including paid search (Google Ads), social media (Meta, TikTok, Snapchat), SEO, referral traffic, and aggregators.
• Build dashboards to monitor daily/weekly trends in impressions, CTR, lead volume, CPL, and reach.
• Conduct ROI and ROAS analysis across platforms and campaigns.
• Evaluate UTM tagging integrity and ensure campaign tracking accuracy.
• Identify geographic, device, and audience segment opportunities to improve reach and acquisition.
• Collaborate with the marketing team to test new channels and assess pilot campaign effectiveness.
• Benchmark performance against industry and internal historical data.

2- Digital Sales Funnel Performance Insights & Conversion Optimization:

• Inception).
• Identify conversion drop-off points and friction zones through quantitative and qualitative data.
• Perform multi-channel attribution analysis to evaluate influence across the funnel.
• Analyze time lag between funnel stages and optimize conversion time windows.
• Monitor landing page, quote engine, and checkout behavior to detect UX inefficiencies.
• Support CRO (conversion rate optimization) initiatives by identifying test hypotheses and evaluating test results through A/B testing and support eCommerce growth.
• Provide insight into behavioral patterns for key user segments (e.g., dropouts vs. completers).

3- UX Intelligence, Customer Journey & CX Performance Insights:

• Develop and execute a comprehensive UX and digital analytics strategy to track, measure, and improve user interactions across digital platforms.
• Analyze customer interactions across digital touchpoints (web, app, chatbot, live chat).
• Use tools like Hotjar, UXCam, GA4, and session recordings to track user flows, rage clicks, confusion points, and dead clicks.
• Segment journeys by customer types (e.g., new, returning, mobile vs. desktop) and identify patterns.
• Monitor performance of digital journeys including onboarding, quoting, checkout, account login, and self-service flows.
• Provide UX/CX insights to design and development teams for continuous journey improvement.
• Recommend enhancements based on data to improve ease of use, satisfaction, and efficiency.
• Align findings with VoC (Voice of Customer) insights and feedback tools.

4- Customer Retention Success Performance & Insights:

• Track behavior of existing customers and monitor policy renewals, upsell, and repeat purchases.
• Segment customer base into cohorts based on tenure, behavior, and risk of churn.
• Analyze churn trends, missed renewals, and win-back performance.
• Work with CRM and retention teams to evaluate performance of renewal communications and incentives.
• Develop dashboards for tracking campaign-triggered re-engagement (email/SMS/WhatsApp).
• Identify predictive behaviors of likely churn or high-value repeat customers.
• Build customer lifecycle insights to optimize communication timing and channel.

5- Digital Engagement & Operations Performance:

• Analyze operational performance across all digital support and service touchpoints (e.g., live chat, WhatsApp, chatbot, contact us forms).
• Track volume, response time, resolution time, and outcome status of each interaction channel.
• Segment support inquiries by type (e.g., policy inquiry, payment, login issue) to identify process gaps.
• Evaluate agent efficiency, support coverage, and user satisfaction from digital operations.
• Support live tracking dashboards for digital operations leads.
• Provide recommendations to improve digital-first resolution and deflection from call center.
• Monitor campaign engagement metrics and link them to operational workload impact.

6- People Management & Team Development:

• Foster a positive, creative and technologically-inspiring team environment.
• Coach and develop associates to meet or exceed business objectives.
• Ensure that the set objectives with the E-commerce team are followed and measured semi-annually and by year end according to HR policy; hence, evaluate each team member and give feedback accordingly.
• Responsible for motivating and guiding the E-commerce team unit.
• Conduct one to one review with E-commerce team to build more effective communications, to understand training and development needs, and to provide improvement insights.
• Maintain a talent profile for recruiting within the unit in terms of new recruits or replacements.

• Proven track record working in digital-first businesses such as eCommerce, insurance, fintech, SaaS, or B2B/B2C online sales.
• Experience in performance monitoring across multi-channel acquisition ecosystems (e.g., paid media, SEO, aggregator partnerships, social).
• Demonstrated experience with website strategy, site functionality and/or end-user experience in a transactional environment. Familiarity with customer journey mapping, user behavior analytics, and digital operations metrics.
• Proficiency with tools such as Sentri, Google Analytics, Hotjar, and dashboard tools (e.g., Tableau, Power BI). Familiarity with A/B testing platforms (VWO, Optimizely) and methodologies
• Strong analytical skills with the ability to translate data into actionable insights. Strong Excel skills; knowledge of SQL is a plus
• Demonstrated strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
• People Management Experience - Effective manager of people with strong leadership and team-building skills.
• Excellent verbal and written communication skills.
• 5–8 years of experience in ecommerce & digital performance analysis, digital marketing analytics, or digital product insights.