Senior Specialist: Content Operations at Vodacom

Job description

The G Band Senior Specialist: Content Operations is responsible for ensuring content ingestion and accuracy on the On Demand platform, ensuring accurate daily view reports are submitted to content partners, tracking content consumption, creating, loading and monitoring promotional bundles as approved by the ME: DLS.

The Video On Demand platform is positioned to be the primary and key video delivery solution for all Vodacom customers in the future and this role is the key driver to make this happen.

The Key Responsibilities For This Role Include

• Develop and agree overall strategy and approach for content for Video On Demand, Video Play and Other Video services for mobile and fixed market segments
• Increased customer revenue through SVOD, TVOD & Linear TV content libraries
• Manage video driven data growth on the Vodacom network through an optimised content bundles
• Ensure that content costs are optimised and revenue maximised through effective planning and reporting
• Work in collaboration with the Content Acquisition teams to define the content rights and capabilities required to drive increased content consumption.
• In collaboration with the Principle Specialist: Content Go to Market and Senior Specialist: Content Acquisition ensure that content marketing is correctly positioned and targeted to the relevant growth segments.
• Defines Metadata and Content Ingestion Specifications, standards and operating processes with multiple content partners
• Need to engage daily with all external content partners to ensure that content is properly ingested into all Video platforms with the correct title, imagery and metadata. Need to ensure that content ingestion from partners is in line with the contractual commitments as concluded by the Content Acquisition Senior Specialist. Also needs to ensure that the distribution rights by platform as agreed by content acquisition is correctly ingested into the platform with the Portfolio Manager On Demand and Video Play
• Work closely with the platform operations team, and Vodacom’s fulfilment and assurance team to establish industrialised processes to ensure that all content is available to customers as per the secured rights. They must also have a robust process to ensure that when content playback fails or where there is content quality issues experienced on the service that the platform operations and customer care teams know what actions to take to ensure highest customer NOS

Key Accountabilities And Decision Ownership

• Customer Experience
• Bring customer experience into every decision
• Listen and ask questions to understand our customers’ needs
• Ensure that content is accurately loaded into the on demand platform
• Ensure that customer complaints are effectively addressed and develop robust refund and compensatory processes
• Video On Demand, Video Play and View Plus Strategy and execution
• Create overall content bundling strategy and obtain organisational buy-in
• Drive delivery of projects to achieve business objectives.
• Run initiatives to improve customer satisfaction, adoption, usage, transactions and revenue
• Commercial Ownership of Video On Demand, Video Play and View plus KPI’s
• Complete ownership of the Video On Demand KPI’s
• Ownership of customer satisfaction measurement for all journeys
• Drive customer adoption of Video On Demand products
• Continuous monitoring of performance across services and projects
• Subject Matter Expert, Organisational Leadership and communication.
• Work closely with the mobile & fibre product teams to ensure that video forms part of future data propositions. Ensure timely delivery of these propositions..
• Build very close relationships with Marketing, Segment, Technical, Support and other teams to ensure growth of these products to achieve KPI’s
• Remove operational and execution barriers
• Ensure effective working relationships with content partners
• Ensure that all content meta data is accurate and exceptions are efficiently resolved
• Build and execute robust processes to ensure quality of content on the video platform

Key Performance Indicators

• Video On Demand Revenue
• Video On Demand Customer Adoption
• Video Play revenue
• View Plus Revenue and Audience growth
• Content accuracy and accurate cost reconciliation with all content partners

Core Competencies, Knowledge And Experience

• Customer obsessed
• Innovation focused
• Problem solver
• Self-motivated and driven
• Communication and negotiation skills

Must Have Technical / Professional Qualifications

The ideal candidate for this role will have:

• Minimum of an Honours Degree in business, computer science or information systems areas (essential)
• 5 years’ relevant experience in the content industry (essential)
• 2 years’ experience in the Video on demand or entertainment industry (essential)
• 2 years’ leadership/ managerial/ supervisory experience (essential)

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.