CX Specialist: Partnerships at MultiChoice

Purpose of the Position

The ATB Specialist exists to challenge and drive growth of the Showmax ATB partner channel while creating compelling experiences for users. You will play a pivotal role in working with business units across Showmax and Multichoice SA and MAH, to design a holistic customer experience, uncover customer needs, pain points and translate findings into business opportunities within the ATB space.
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. As the voice of the customer, you will collaborate to implement strategies that maximize sales, user engagement, usage, retention, and winback. Your innovative spirit will also play a crucial role in expanding the reach of our product to new, untapped markets.

Key Performance Objectives

Utilise insights to support improvements in the ATB journey

• Conduct continuous reviews of the ATB customer journey to ensure consistency and alignment with overall experience strategy and principles. Guide respective experience design teams and BU to address pain points and inconsistencies and to drive improvements.
• Work closely with cross-functional teams to gather necessary data and validate information to facilitate ATB enhancement discussions.
• Monitor channel performance, analyzing transaction data, identifying trends, and proactively resolving any issues.
• Collaborate with cross-functional teams, including customer support, and engineering, to implement strategies that improve success rates and minimize customer churn.
• Analyze large datasets to extract meaningful insights, trends, and patterns to identify business needs and translate them into actionable insights and recommendations, to contribute to the decision-making processes and strategic planning.
• Perform ad-hoc analysis to address specific business questions and challenges.
• Conceptualize and execute on journey stage innovation & continuous improvement initiatives.
• Ensure the implementation of customer experience strategy and philosophy throughout the projects and processes worked on.
• Lead and direct Root Cause Failure Analysis of significant People, Process and Equipment related to downtime events; implement permanent corrective actions to mitigate probability of reoccurrence.

Manage and prioritize enhancements with teams

• Work with business units across Showmax and Multichoice to design holistic customer experiences, uncovering customer needs, pain points and translate these into business opportunities.
• Manage and optimize the ATB channel to ensure a seamless and efficient experience for subscribers.
• Manage and maintain relationships with Multichoice Digital Enablement Team to ensure reliable and efficient payment processing for our subscribers.
• Own the ATB product backlog. Build and prioritize the product backlog ensuring the team is working on the biggest problems and opportunities.
• Prioritize different problems, making sure that imminent problems are resolved first, but the long-term is also taken care of.
• Conduct analysis to unpack pain points and provide insights into root causes; develop and drive initiatives to deliver improvement.
• Identify, prioritize and execute innovation and continuous improvement interventions - quick wins, medium term (deliver in 3 to 4 months), long term (>4 months)

Market expansion, onboarding, winback and retention

• Evaluate the adoption of ATB across markets.
• Percentage of New Users Completing Onboarding: Measure the rate at which new users successfully complete the onboarding process.
• Customer Lifetime Value (CLTV): Assess the value generated by individual users over their lifetime as subscribers, considering market-specific challenges.
• Track the increase in user base within the targeted new markets, with an understanding of local constraints.
• Measure the success of campaigns, providing recommendations on ways to optimize campaign performance.
• Winback Rate: Measure the percentage of former subscribers who are successfully re-engaged.
• Churn Rate: Monitor the percentage of users who cancel their subscriptions, considering challenges such as internet connectivity and payment methods.

Reporting

• Foster the growth and development of the ATB target through continuous improvement and dialogue with impacted stakeholders.
• Participate in the development and refinement of subscriber forecasting models.
• Work with the Customer Insights Specialist to gauge customer satisfaction, gather user feedback on the ease and convenience of ATB, identifying areas for improvement.
• Communicate complex findings and insights to both technical and non-technical stakeholders through clear and concise presentations, reports, and discussions.

 
Qualifications Essential

• B Degree or equivalent qualification in an applicable field is required (Degree in Industrial or Process Engineering / Marketing/Statistical Analysis or related experience would be advantageous)
• Degrees, diplomas and certificates are advantageous, but an impressive and fantastic portfolio could get you the job

Experience

• 3-5 years working experience in the telecommunications industry or subscription based organization.
• Strong analytical skills, empowering you to translate data into actionable strategies.
• Exceptional communication abilities, enabling you to collaborate effectively across teams.
• Familiarity with customer segmentation, personalization strategies, and A/B testing.
• Experience with UI/UX design principles and their application to streaming platforms.
• Excellent understanding and proven track record using Project management principles.
• Problem-solving skills with the ability to navigate complex process issues and find solutions that satisfy all parties.
• Previous experience working within the African market, understanding its unique dynamics.
• An innovative mindset that drives constant improvement and innovation.
• Experience in customer-facing industries (such as Telcos, Financial Services or Retail) advantageous

Technical Competencies

• Strong Coordination skills & Conflict Management
• Strong Analytical skills
• Strong Communication & Presentation skills
• Project management
• Operations, Customer Care Management
• Report writing for Senior Management audience
• A/B Testing
• Customer Lifetime Value
• Customer Experience design
• Continuous Improvement
• Project Management