Fresh Roles at MultiChoice

Key Accountabilities:

Integration management

• Work closely with external partners and internal teams to ensure the smooth integration of partner services into MultiChoice’s streaming products.
• Monitor integration success rates and key performance indicators (KPIs), providing detailed reporting and recommendations for improvement.
• Liaise with internal technology and product teams to ensure that integrations meet both company and industry standards. Provide feedback and propose solutions for streamlining technical processes.
• Identify and implement action plans to improve integration processes, enhance partner performance, and resolve issues efficiently.
• Stay updated with industry trends and ensure that integration processes are in line with evolving best practices and technological advancements.

Partner Relationship Management

• Foster strong working relationships with partners to ensure their long-term success and align their offerings with the needs of the streaming product.
• Serve as the primary point of contact for partners, addressing their needs and ensuring their technical and business requirements are met.
• Regularly review partner performance and provide insights based on data-driven analysis, ensuring alignment with KPIs and business objectives.
• Tailor the partnership approach for different partners, ensuring their unique needs are addressed and that the relationship is optimized for long-term success.

Analytics and insights

• Define and implement monthly exco reporting
• Develop and maintain real-time dashboards that track key metrics for each partner, including integration success rates, uptime, user acquisition, retention, and revenue contribution.
• Analyse trends from integration performance and user behaviour to identify opportunities for improvement, new partner features, or expansion of services that will benefit both MultiChoice and its partners.
• Use analytics to continuously refine and optimize the integration workflow, improving efficiency and reducing friction points between MultiChoice and partners.
• Utilize forecasting models to predict future performance of partner integrations, guiding strategic decisions on scaling partnerships and planning for future growth.

 Qualifications:

• Bachelor’s degree in business, Information Technology, or a related field.

 Experience:

• 5-8 years of experience in partnership management, product integration, or similar roles.
• Strong understanding of the streaming and OTT platform ecosystem.
• Experience working with technical teams on integration projects.
• Proven ability to analyse data, track metrics, and improve processes.

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Key Accountabilities:

Digital Journey Mapping

• Design and document end-to-end digital customer journeys, ensuring alignment with business goals and customer needs.
• Collaborate with cross-functional teams to identify key touchpoints and optimize user experiences across all digital channels.
• Implement strategies to improve digital interactions, ensuring a frictionless and satisfying customer experience.
• Use customer feedback, data analytics, and journey mapping insights to identify pain points and areas of improvement

Data-Driven Insights

• Analyse customer behaviour data to uncover trends and patterns that can inform journey optimization.
• Work closely with data teams to track and report on KPIs related to customer journeys, such as engagement, conversion, and retention metrics.

Operation Delivery

• Deliver customer-centric digital innovation based on customer insights, both within and across the brand portfolio for MAH.
• Ensure alignment across MAH Digital’s platforms and enable an integrated customer experience at all digital customer touchpoints.
• Identify and define Prioritisation parameters for the management of all digital products and platforms.
• Ensure that the Prioritisation parameters are in alignment with the overall Business and Customer function’s strategic objectives.
• Manage the portfolio of digital programmes and projects.
• Collaborate and align with Marketing and Communications teams on marketing of new features from GTM creative point of view.

Project Management

• Lead digital transformation initiatives that enhance customer journeys, managing projects from concept to execution.
• Ensure timely delivery of digital journey initiatives within budget and scope.

Governance and Stakeholder Management

• Use leading practice to define and establish solution design and UX design methodologies to ensure delivery of world-class Digital design capabilities.
• Advocate for the customer within the organization, ensuring that all digital touchpoints reflect the brand’s commitment to exceptional customer experience
• Develop and maintain trust relationships with key partners/stakeholders

 Qualifications:

• Bachelor’s degree in Marketing, Digital Media, Business, or a related field.

 Experience:

• 7+ years of experience in digital marketing, customer experience, or digital transformation roles.
• Proven experience in digital journey mapping and customer experience enhancement.
• Strong understanding of digital channels (web, mobile, social, email, etc.) and how they contribute to the customer journey.
• Proficiency in data analytics tools and customer journey mapping software.
• Excellent project management and communication skills.
• Ability to work cross-functionally and influence decision-making.
• Strong problem-solving skills with a focus on delivering customer-centric solutions.