Job Description

Designation:
Senior Specialist: Customer Value Management Operations


Category:
MultiChoice South Africa


Level:
Senior


Closing date:
08 Dec 2023


Position Type:
Permanent


Location:
MultiChoice City




:



The Organization
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. Wexe2x80x99re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment. By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Join Africaxe2x80x99s most loved storyteller!
Reports to: Senior Manager: Customer Value Management Division: Customer Department: Customer Value Management
Key Customers Internal:

• Senior Manager Customer Engagement
• Senior Manager Reward
• Offer area
• Marketing
• Sales
• CII/CVM squad
• Product
• EBS
• Operations
• OST
  
  External:
• 3rd Party Vendors
• System Vendors

Location: Johannesburg, Randburg
Purpose of the Position:

• The Senior Specialist: CVM is responsible for the end-to-end coordination, implementation, execution, control, and measurement of CVM offers campaigns and enhancement of CVM systems/tools within agreed time, budget and quality.

Key Performance Objectives Tasks

• Budget & time management Deliver all CVM campaigns and projects on time and executed accurately and efficiently.
• Liaising with 3rd party, manage and maintenance CVM system and ensure deliverables are met Ongoing optimisation of campaigns to achieve ROI
• Operational Delivery
• Manage end-to-end execution of business usual campaigns, ensuring they are aligned with the company's objectives.
• Ensure the successful deployment of any required functional and capacity upgrades to CVM systems, tools, and services on time within the required quality standards.
• Extract and transform data in preparation of campaign execution using Oracle SQL OR Salesforce Marketing Cloud.
• Build customer journeys in Salesforce Content Builder to keep customer engaged through out offer life cycle across multiple mediums: Email, SMS, SmartSMS, Facebook, Push Notification, App inbox, WhatsApp, Outbound Dialler and EDN.
• Coordinates enhancements as per the planning document
• Work closely with analytics team to integrate propensity models to campaign tool
• Implementation and integration of new channels and tools
• Ensuring system uptime xe2x80x93 delivering campaign SLAxe2x80x99s
• Monitoring and assessment of campaigns
• Optimisation of campaign delivery, reach & impact for all direct campaigns
• System reviews to ensure efficient use all resources including BAU as well as Reward campaigns
• Optimisation of customer lifestyle steps to reduce communication and increase activity and revenue.
• Assist with management of customer touch rules xe2x80x93 including opt outs & quarantine
• Assist with optimisation of the campaigns and the channels used for indirect and voice campaigns
• Working closely with the rest of the team on campaigns Oversee the activities of the team to ensure effective delivery of business outcomes
• Reporting
• Identify and prepare relevant information and data for reporting purposes. Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated.
• Qualifications Essential:
• Degree in IT Qualification Preferred:
• Post Graduate Degree in Marketing or related will be advantageous. Experience:
• Minimum of 3 yearsxe2x80x99 experience in Customer Value Management
• Minimum of 3 years in SQL Database query
• Salesforce/CRM or other Marketing Automation tools (advantageous)
• Sound project management and organizational skills.
• Ability to collaborate and coordinate with cross-functional teams.

Experience in data analysis and regular and timely report writing.

• Technical Competencies
• Execution
• Reporting
• Analytics
• Time / project management
• Stakeholder management SQL database
• Behavioral Competencies
• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritization
• Analytical Thinking