Latest Job Vacancies at MultiChoice Group

Purpose of the Position

• Drive profitable subscriber growth through data led experiences, cross/upsell and retention activities.
• Drive the usage of the Showmax product, increase product entrenchment and drive loyalty to drive improved customer lifetime value.
• Localise and improve the Nigerian customers’ experience with the Showmax products and services.
• Implement the customer experience and CVM plans, achieve operational targets, and ensure that processes/journeys and systems are robust enough for Showmax to achieve its growth targets.

Tasks
Customer Value Management (CVM):

• Support the development and implementation of the customer value management strategy for Showmax in Nigeria, in line with the company brand strategy and business objectives.
• Collaborate with the corporate teams, more specifically Analytics, Product and Engineering, to develop the technology (and data models) to deliver leading automated marketing and communications, enabling a tailored experience to the Nigeria audience/customers.
• Regularly track and manage disconnections and churn, understand reasons, trends and dynamics.
• Develop short, medium and long term recommendations across the customer lifecycle to drive improvements in the customer lifetime value.
• Localise and execute, with the Corporate teams, on CVM comms and deals across channels (primarily Digital channels).
• Work with the MAH DStv teams on the cross-sell journeys and initiatives to drive Add to Bill targets, focusing on improving Add to Bill winback and retention.
• Identify and implement best practices, track and report on competition activities in-market, bring industry insights to the broader team to use to innovate and inform the direct messaging strategy and inititatives.
• With internal and external agencies and creative teams, create/oversee creative briefs as needed ensuring the ShowMax brand is executed correctly. Review and approve collateral to ensure we are meeting the objects of:
• Onboarding of customers to ensure the maximum value during their lifecycle.
• Conversion of non paying and trialist customer, to paying.
• Engagement of paying customers to increase the average value and build loyalty and advocacy.
• Win-back efforts where customers have churned from the service.
• Oversee the planning and execution for all campaigns based on data insights:
• Content segmentation
• Engagement segmentation
• Behavioral segmentation
• Track, manage and report on campaigns/deals via direct channels (SMS / e-mail / in app messaging / push notifications / web messages).
• Track, manage and report on key CVM metrics.
• Build the overall brand presence via digital direct messaging and ensuring consistency with ALT efforts.
• Ensure all Legal and Regulatory requirements are adhered to.
• Ensure localization is applied across all communication variations in line with the overall ShowMax brand and strategy.

Budget and Cost Management:

• Input into the local and Corporate budget and forecasting process.
• Collaborate with Marketing, Product, Partnerships and other relevant business units to refine and enhance CRM efforts across all direct channels.
• Management of agencies and consultants where relevant, including local contracts for your areas.
• Track and Manage budget and forecast for your area and market. Develop solutions for variances and course correction.
• Involve Procurement in local contract renegotiations to ensure best costs and solutions for Showmax.
• Drive cost optimization where possible and grow capabilities sustainably.

Governance and Risk Management:

• Ensure compliance with Legal and Regulatory requirements, and safeguard Multichoice’s reputation.
• Collaborate with Legal and Procurement teams to ensure adequate contractual compliance.
• Act as sponsor for the area’s Risk Management Control Framework.
• Review audit scopes and adhere to audit framework as defined by managers in the team and MultiChoice.
• Support Internal Audits, and ensure all the right controls are put in place (review audit issues and findings to ensure adequate measures are implemented to mitigate against risks to the performance of respective areas).

People Management:

• Build a high-performance team that is passionate and motivated.
• Manage and create a diverse talent bank and succession pipeline.
• Promote a climate and culture that support business success.
• Manage and execute on performance optimization processes, goal clarification, communication, engagement, ethics, commitment & energy (Talent management, capacity, competence & skills development).

Key Customers

Internal:

• Video Customer Management team, Multichoice Nigeria leadership team (and peers in other Customer functions – Sales and Marketing, PR, Partnerships, Content), Multichoice Africa Holdings Corporate and in-country CVM, Care and Customer Experience teams, CII Team (Analytics), Group Companies (M-Net/SuperSport/GE/Betking), Regulatory, HR, Finance and Corp Comms.

External:

• Local Marketing and PR agencies (including Media Agencies; Creative Agencies); External partners (CX survey and insights vendors, Outsourced contact centres, Payment vendors, CVM consultancies, Braze team); Research houses.

Qualifications Essential

• Bachelor's Degree with qualifications in Marketing or Business Management.

Other advantageous qualification:

• Specific qualifications in customer value management, Digital Marketing, human centered design and/or customer experience.
• Training in Customer Relationship Management (CRM) and CRM tools (MS Dynamics, Salesforce and Braze).
• Training in ISO, 6 Sigma, lean management or other relevant quality management systems.
• MBA advantageous.

Experience:

• 5 years’ experience in Customer Value Management (CVM)
• Experience with Customer Experience (CX)
• Experience in CVM and CX analytics, data and insights reporting (machine learning and predictive model experience highly advantageous)
• Knowledge of Pay TV industry & Pay TV operations, SVOD and Digital Marketing
• Knowledge of digital content industry
• Experience in formulating & implementing Customer Value and Customer Experience strategies
• Experience in market and customer research
• Deep knowledge of current and future trends in the African cultural and entertainment sector
• Must have a passion for leveraging data and insights to drive profitable customer growth

Technical Competencies:

• Customer Value Management
• Customer Experience Management
• Data and Analytics
• Stakeholder Management
• Campaign Management
• Awareness of competitors and best competitive strategies
• Familiarity with current customer trends in African and other markets
• Strong capability in driving actionable insights from data (Reporting and Research)
• Financial Management/Budgeting
• Competor analysis
• Reporting and Research
• Regulatory compliance and legal environments

Behavioral Competencies:

• Be passionate about customer experience and the Video and Entertainment Industry.
• Strategic thinking and foresight
• Interpersonal, networking and influencing skills
• Problem solving and analytical skills
• Ability to understand business objectives and align to CVM, CX and Retention
• Risk Management
• Future Oriented
• Digital Mindset
• Coaching.

go to method of application »

Reports to: Senior Manager Customer Management
Direct Reports: No
Division: Connected Video
Department: Customer Management

Key Stakeholders

• Journey Owners, Programmes and Project Managers, Designers, MCSA business areas, MAH business areas and relevant functions.

Purpose of the Position

• The Senior Specialist Journey Architect exists to support the driving of customer lifetime value and growth through creating satisfying or compelling experiences for Connected Video viewers, with a focus on reshaping the customer experience.

The role includes:

• Setting CX design principles to local projects and cross functional initiatives which drive new product implementations and CX improvements
• Ensure the customer’s voice is heard through a hands-on approach which includes journey design & facilitation (very much Digital and UX focus), as well as qualitative research. This individual must have a deep understanding of SVOD and its components and have an expert understanding of touchpoints across the entire digital customer journey.

Key Performance Objectives
Tasks:

• Providing Customer Experience Strategic Support and providing a detailed view of the current and ongoing Customer Experience across all journey stages.
• Support in translating Connected Video strategy into customer experience and continuous improvement initiatives locally.
• Participate and assist in the development, prioritisation and management of customer experience transformation roadmaps by working in cross-functional teams.
• Provide journey owners and business stakeholders with insights to aid targeting and understanding of customer behaviour based on the outside in and inside out feedback solicited via surveys, research, internal data, etc.
• Support the delivery of insights and intelligence across the customer journey, identifying areas of opportunity and making recommendations to improve the performance based on customer feedback and analysis.
• Develop a thorough understanding of the customer data available to maximise the benefit of customer insight.
• Investigate and provide recommendations to Journey Owners, business stakeholders and management on additional data points required to enrich insights analysis.
• Investigate data (and reporting) necessary to achieve desired business outcomes.
• Promote and drive the adoption of continuous improvement and customer experience across local teams and partners.

Utilise CX insights to support improvements in CX Design:

• Develop and validate both current-state and future-state experience maps with cross-functional teams and/or customers.
• Document Future state experiences from Current state experiences.
• Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps.
• Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes
• Collect, organize, and translate quantitative and qualitative voice of the customer data in order to develop concept prototypes and artifacts.
• Conduct and/or partner on Customer studies, organize findings in order to inform corporate projects and cross-functional initiatives.
• Discover customer and business needs through contextual inquiries, qualitative and quantitative research, and identify solutions to meet those needs.
• Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to evaluate the customer’s experience.
• Use storytelling to share discoveries, influence business partners, and create energy around an idea.

Research and Analysis:

• Obtain customers' requirements and needs throughout the product and service lifecycle.
• Track the latest consumer trends, ideas and concepts to use as a key input to innovations.
• Use research-related services, theories and methods, in-depth knowledge of user experience best practices to support recommendations.
• Plan, execute and report on user research studies on a regular basis.
• Promote usability best practices and conduct usability tests and research
• Proactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposure.
• Work with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyalty.
• Drive initiatives to reduce work effort and improve efficiency.

Qualifications

• BCom Degree or equivalent qualification
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies
• Post Graduate qualification advantageous
• Degrees, diplomas and certificates are all good, but an impressive and fantastic portfolio could get you the job

Experience:

• Minimum of 5 years’ experience in working in a Customer Experience environment
• Product/Service knowledge an advantage
• Excellent understanding and proven track record of use of Project management principles
• Experience in Care channels
• Experience with Customer research, data and insights
• Consulting experience advantageous

Technical Competencies:

• Detail Oriented
• Customer Centricity
• Research and Analyses
• User Experience Design (Principles)
• Management
• Knowledge of SVOD service and its components
• Digital Customer Journey
• Customer service orientation

Behavioral Competencies:

• A passion for Customer Experience and the Video and Entertainment industry
• Analytical Thinking
• Holistic thinking and problem-solving skills
• “Customer first” mindset
• Future thinking, innovative
• Planning and organisation
• Commitment to continuous quality/process improvement
• Interpersonal skills
• Respect for others
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Persuading & Influence
• Coaching