Principal Customer Management: Partnerships at MultiChoice

Utilise insights to support improvements in the DStv - Showmax Partnership journey

• Conduct continuous reviews of the customer journey to ensure consistency and alignment with overall experience strategy and principles. Guide respective experience design teams and Business Unit (BU), including Technology and Engineering teams, 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 and cross-sell, customer journey enhancements.
• Monitor and drive partner channel performance, analysing transaction data, identifying trends, and proactively resolving any issues.
• Collaborate with cross-functional teams, including Customer Support, Finance, Revenue Assurance and Engineering, to implement strategies that improve success rates, minimize revenue leakage and customer churn.
• Analyse 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.
• Conceptualise and execute on journey stage innovation and 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 and implement permanent corrective actions to mitigate probability of reoccurrence.

Manage and prioritise enhancements with teams

• Work with business units across Showmax and MultiChoice to design holistic customer experiences, uncovering customer needs and pain points, and translate these into business opportunities.
• Manage and optimise the channel to ensure a seamless and efficient experience for subscribers.
• Manage and maintain relationships with the MultiChoice Digital Enablement Team to ensure reliable and efficient payment processing for our subscribers.
• Own the product backlog; build and prioritise the product backlog ensuring the team is working on the biggest problems and opportunities.
• Prioritise different issues, 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, prioritise and execute innovation and continuous improvement interventions - quick wins, medium term (deliver in 3 to 4 months), long term (>4 months)

Channel Strategy, expansion, base management and growth

• Develop and drive, with DStv teams, the strategy to cross-sell the Showmax product to the DStv customer base across markets.
• Set growth targets and input into customer forecasting for the DStv partner channel.
• Successful Customer take-up and onboarding: Measure the rate at which new users successfully complete the take-up and onboarding process.
• Customer Lifetime Value (CLTV): Assess the value generated by individual users over their lifetime as subscribers, considering market-specific challenges.
• Track and report on the increase in user base within the targeted new markets and customer cohorts, with an understanding of local constraints.
• Measure the success of campaigns, providing recommendations on ways to optimise campaign performance.
• Win-back Rate: Measure the percentage of former subscribers who are successfully re-engaged.
• Churn Rate: Monitor the percentage of users who cancel their subscriptions, reasons for such, and build robust journeys to minimize churn based on cancellation reasons.

Reporting

• Report on performance against targets and forecasts.
• Participate in the development and refinement of subscriber forecasting models for the channel.
• Work with the Customer Insights team to gauge customer satisfaction and gather user feedback, identifying areas for improvement.
• Communicate complex findings and insights to both technical and non-technical stakeholders and EXCO members through clear and concise presentations, reports, and discussions.

Qualifications Essential

• Bachelors’ Degree or equivalent qualification in an applicable field is required (Degree in Business, 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

• 5 - 8 years working experience in the telecommunications industry or subscription based, digital organisation.
• 8-10 years working experience.
• 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, personalisation 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 markets, 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.