Senior Manager: Personalization & CRO at MultiChoice

Purpose of the Position

• This role will help develop and execute programs to deliver personalized experiences on our digital channels to create meaningful connections with the brand and deepen client relationships and drive commercial outcomes. This role will focus on scaling relevant site journeys while also allowing the client to discover brand storytelling and priority campaigns.

Key Performance Objectives

Tasks

Journey Optimization and Personalization Strategic Outcomes

• Help define and implement MCG site personalization strategies, aligning with business and client experience objectives to meet brand priorities and create connection with clients and prospects
• Develop and design a Journey Analytics Measurement Framework
• Use personalization to drive Group Digital strategic and operational KPIs
• Work with MCG stakeholders to implement and share learnings and success across markets
• Measure success and communicate learnings to relevant stakeholders to drive strategic build and optimization decisions
• Develop and document working strategies on how journey optimization and personalization strategies impact key business objectives, revenue and cost savings
• Collaboratively develop ML models, with Data Science, to drive personalization initiatives

Personalization and Journey Optimization Operational Activities

• Work closely with cross-functional teams such as Traffic Acquisition and Retention to create synergies between channels, to deliver a cohesive and relevant experience across touchpoints
• Implement personalization initiatives in close collaboration with third party vendors, working daily in the experience management and measurement tools
• Analyse experience and test performance leveraging various analytics tools, interpreting the data and compiling ROI driven results to share with key partners
• Submit site experience requests to creative teams when local assets or messaging is needed
• Monitor the competitive landscape and provide insights/analysis to help team understand channel performance and progress
• Plan, implement and monitor personalization experience either directly via A/B Testing tools or collaboratively with other teams, across channels to drive strategic outcomes
• Maintain ongoing testing to optimize campaigns, journeys and digital experience initiatives
• Troubleshoot any problems that may occur within personalization campaigns and initiatives
• Use Customer Experience and behavioural science principles to design optimization experiments and initiatives that drive business outcomes
• Drive language simplification and optimization efforts across all channels to streamline both internal and external communications while educating partners
• Train and socialize personalization initiatives across the business to drive buy-in across stakeholders

Processes and Governance

• Build governance around running, updating and optimizing personalization initiatives
• Manage digital property personalization master document to track initiatives
• Ensure that all personalization initiatives are well documented, and process oriented

Run improvement programs

• Prioritize and drive programs to improve Digital Experience
• Implement and develop business cases to motivate initiatives

Qualifications

• BCom Degree or equivalent qualification (Marketing, Economics, Behavioral Science, Data Science)
• Extensive Digital Customer Experience (DCX) and Personalization knowledge
• Experience required with a proven track record in the drafting and implementation of Journey Analytics, driven initiatives on Digital Projects

Experience

• 4-6 years relevant experience working in a digital site experience role
• Conceptual understanding of HTML, CSS, JavaScript
• Experience analysing data and compiling insights and recommendations, with experience analysing A/B tests and outcomes
• Understanding of how to develop and activate audiences across digital channels (app and web)
• Understanding of Marketing Technology such as Salesforce Marketing Cloud, Google Analytics, Google Optimize, Customer Data Platforms (CDPs), DMP (Data Management Platforms) and how they drive personalization initiatives
• Working knowledge of Behavioural Science and UX principles to drive commercial outcomes
• Experience working in performance marketing or eCommerce environment (advantageous)
• Ability to tie personalization and optimization initiatives to drive ROI

Technical Competencies

• Relationship building and management
• Deadline Driven
• Strong Coordination Skills
• Conflict Management
• Strong Analytical Skills
• Strong Communication Skills
• Presentation Skills
• Business and Financial Management
• Portfolio reporting
• Project management
• ROI led-thinking
• Report writing - audience Snr Management & Exco

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching
• Cross-cultural communication