Senior Manager DStv Business – Play & Work Segment at MultiChoice

Purpose of the Position

• Responsible for the Play and Work B2B segment of the pay TV business across the Commercial market segment which is composed primarily of pubs & clubs, Betting houses and office customers.
• To execute and manage a B2B segment strategy, product design, pricing, sales strategies and the customer experience across the lifecycle of Play/work Commercial customers.

• To coordinate functions, such as IT, Customer Care, Finance, Operations, etc., to improve the customer experience and improve internal efficiencies and processes for managing Play/Work customers.

Key Performance Objectives

Tasks

Sales Target (30%)

• Ensure achievement of sales budget in Play/Work segment across the markets
• Maintain reporting of sales activities in all markets
• Form a Group overview of competitor’s activities and alignment of Segment strategies
• Implement & coordinate sales plans within all markets

Operational Delivery (20%)

• Ensure all Operational queries/issues raised to corporate get resolved
• Deliver a best standards, customer service blueprint and ensure customer experience initiatives are implemented for all customer touch points
• Execute strategies to drive business growth and lead corporate projects

Customer Value Management (15%)

• Coordinate in-market CVM activities, maximizing value extraction from the active base through effective upselling, churn prevention and winback
• Implement a standard on-boarding communications channel for all new subscribers
• Complete data integrity (data clean up) to maximize contact rate/reach and improve campaign and messaging ROI

Anti-Piracy (10%)

• Apply “Advanced Analytics” to identify potential commercial piracy accounts/outlets
• Coordinate piracy efforts in the Play/Work segment to reduce illegal accounts
• Conduct regular reporting on piracy efforts and drive awareness to reduce illegal accounts

Marketing Management (15%)

• In liaison with the Marketing and Brand Communications team, implement and oversee strategic marketing plans
• Understand the business environment in which the company finds itself and assists in collating marketing information where necessary that might be useful for strategic planning efforts
• Coordinate all marketing efforts across all markets and ensure ROMI is achieved

Development of New markets (10%)

• Identify and develop new market opportunities in the designated territories or markets
• Drive strategic partnerships and collaboration with internal cross functional leadership, external vendors and channel partners

Qualifications Essential

• A degree in Sales & Marketing or related field
• Post graduate leadership training, such as a program in management development or leadership development

Experience

• 8-10 years in a B2B segment management role with a leading FMCG, Telco, Technology or Bank - leading, directing and managing small teams
• Experience selling and marketing in FMCG Sector will be an added advantage
• Experience in trade sales activations
• Experience in channel partner management
• Proficient in computer applications

Technical Competencies 

• Commercial Acumen
• Selling/Marketing techniques
• Market/customer knowledge
• Product/service knowledge
• Competitor knowledge
• Financial understanding
• Risk Management
• Governance and Compliance
• Digital savvy

Behavioral Competencies

• Persuading and Influencing
• Achievement orientation
• Service orientation
• Drive/energy
• Calculated risk taking
• Self-starter
• Initiative
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Coaching