Job Opening at Multichoice

Purpose of the Position:

• To develop tactical and personal customer offers to increase revenue and reduce churn.

Key Performance Objectives

Tasks

Strategy implementation

• Define and initiate strategy to target customers with specific offers
• Draw up business plan to ensure that implementation lines through different segments, product and cost base
• Translate market, behavioural and analytical data to determine customer needs as input to strategy
• Facilitate stakeholder engagement across function

People Management

• Supervise the activities of the team to ensure effective delivery of business outcomes
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required
• Resolve grievances raised by team members and escalate only if required
• Develop a high performing team by embedding formal performance management process performance management system and informal coaching. Encourage frequent knowledge sharing between team members
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognized

Operation delivery

• Delivery of business cases for offers
• Forecasting of Offer management
• Offer configuration that is profitable to the business
• Tailor offers by customer behaviour and type with associated kpi’s
• Maintain accountability and report on the success of offers
• Maintain offer library for incentive and reward
• Ensure the implementation and inclusion of offers in campaigns
• Create life cycle offers to speak to engagement, reward and optimisation of primary objectives
• Manage offers within defined financial and product constraints

Qualifications Essential:

• Degree Statistics / Maths / BSc / BCom

Qualification Preferred:

• Post Graduate Degree Statistics / Maths / BSc / BCom advantageous

Experience

• A minimum of 5 – 10 years’ experience in client value management role or similar
• 5 year management experience including the above
• Experience in customer reward programs

Technical Competencies

• Strategy
• Analytics
• SAS
• Project Management
• Financial Management
• Commercial acumen
• Customer Centricity

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching

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Purpose of the Position:

• Act as SME for Retention Offers and ensure that the support of new and existing offers is in line with business expectations and agreed SLAs

Key Performance Objectives

Tasks

Operational Delivery

• Manage a team of Retention Offer Specialists to ensure delivery of incidents and demand in line with agreed business SLAs
• Ensure governance structures are implemented and adhered to.
• Support the implementation of streamlined processes for existing offer management and new offer rollout
• Ensure End to end offer monitoring for accuracy, completeness checks & creating visibility to stakeholders
• Have in depth working knowledge of the Multichoice Customer Value Management processes
• Ensure the implementation and maintenance of SOP’s that will enhance Service Delivery.
• Ensure proper execution of operational tasks within the Team– coordinate and monitor tasks completion within SLA time, improve E2E metrics for countries supported.
• Resolution of incidents in line with agreed SLAs.
• Drive efficiency through continuous Improvement initiatives and automation
• Facilitate and co-ordinate Change management of offers for SA and MAH
• Implement knowledge management and ensure measures are in place to safeguard knowledge retention.
   

Stakeholder Management

• Act as a single point of contact and facilitates access to colleagues and subject experts.
• Influence the development and enhancement of services, products and systems, and oversees the management and planning of business opportunities.

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Training and development of new hires
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• Resolve grievances raised by team members and escalate only if required.
• Motivate team members and ensure that their efforts are recognised

Qualifications Essential

• Degree / Diploma in Technology / Information Management

Qualification Preferred

• Post Graduate Degree in Technology / Information Management

Experience

• A minimum of 5 years’ experience in an IT senior management role
• 3 – 5 years project management experience
• Experience in driving innovation
• Strong leadership capabilities across all areas of the IT environment or within a matrix management structure

Technical Competencies

• Customer Centricity
• IT Governance
• Requirements Management
• Software Development
• Software Testing
• Problem Management
• Quality Management
• Incident Management
• Stakeholder Relationship Management
• Researching and Reporting
• Negotiation

Behavioral Competencies

• Attention to detail
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching
• Service Orientated
• Problem Solving
• Delegation/Management work skills
• Communication skills
• Performance Management

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Purpose of the Position

• To manage the overall payment service delivery and support to meet departmental/business unit goals and objectives in relation to Payment Systems and Processes
• To ensure that Payment Service Tower (PST) services to the Client are delivered in line with business expectations and agreed SLA
• Support the MultiChoice customer Payment to Reconnection journey

Key Performance Objectives

Tasks

Operational Delivery

• Manage the PST and ensure delivery of incidents and demand in line with agreed business SLAs.
• Be the Primary Contact for stakeholder engagement of impacted initiatives.
• Represent the tower within the Demand Prioritization sessions.
• Have in depth working knowledge of the Multichoice, Customer Care, Payments and Billing Systems.
• Drive the implementation of SOPs that will enhance Service Delivery.
• Identify/contribute continuous improvement initiatives
• Implement and support operational reporting requirements.
• Ensure proper execution of operational tasks within the team– coordinate and monitor tasks completion within SLA time, improve E2E metrics for countries supported.
• Resolution of incidents in line with agreed SLAs.
• Ensure delivery of Application Management and Retirement e.g., MPOS, Eazy WAP, etc.
• Ensure high availability of payment platforms and reducing payment failures.
• Facilitate and co-ordinate Change management of systems delivery within the environment.
• Serve as a coach to members within the team to deliver the outputs required.
• Implement knowledge management and ensure measures are in place to safeguard knowledge retention.

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Approve leave requests for team members and create a leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members, calling on support from HR when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement Programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.

Stakeholder Management

• Build long-term, strategic relationships with stakeholders in the largest client organisations (internal or external).
• Act as a single point of contact and facilitates access to colleagues and subject experts.
• Negotiate at management level on technical and commercial issues.
• Influence the development and enhancement of services, products, and systems, and oversee the management and planning of business opportunities.

Qualifications Essential

• Degree/Diploma in Technology/Information Management

Qualifications Preferred

• Post Graduate Degree in Technology/Information Management
• COBIT
• ITIL

Experience

• 5+ years Payment Services and Solutions and consulting experience
• Experience in driving innovation
• Strong leadership capabilities across all areas of the IT environment or within a matrix management structure

Technical Competencies

• Incident Management
• Customer Centricity
• Systems Thinking
• IT Governance and Compliance
• Dev Ops
• Software Testing
• Problem Management
• Quality Management
• Stakeholder Relationship Management
• Researching and Reporting
• Negotiation

Behavioral Competencies

• Attention to detail
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching

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Purpose of the Position:

• To generate revenue for DStv Media Sales, with particular focus on sponsorships sales for the General Entertainment portfolio.

Key Performance Areas

Tasks

Achieve Budgets

• Achieve sponsorship budgets for allocated sponsorship General Entertainment Portfolio
• Contribute in achieving the overall DMS budgets, including ATL and Digital

Internal Stakeholder Management

• Act as a conduit between the Channels, DMS departments as well as external clients by:
• Implementing an effective communication system between the channels and DMS, ensuring seamless day to day operations
• Implementing an effective communication system for sales opportunities for DMS Sales SA as well as Sponsorships Sales

External Client Management

• Maintain and develop a network (build new relationships and keep/enhance existing client relationships)
• Understand client needs/ trends and market behaviour to define informed and strategic opportunities and partnerships
• Establish solid relationships with direct clients
• Solidify client relationships through:
• Attending industry events and conferences
• Hosting Channel specific activations (with a focus on content sales and partnerships)

Qualification

• Degree in Media, Marketing or Communications

Experience

• 5-8 years’ sales experience in a large Telecommunications company or Media Sales environment
• A minimum of 5 years in the Television Advertising industry
• Proven record of sales generation
• Knowledge of the advertising industry and established networks
• Understanding of the SA Television industry and proven success in the country
• Existing media industry relationships and a proven ability to build productive relationships

Technical Competencies

• Exceptional sales acumen
• Project management
• Presentation skills
• Excellent communication skills, written and verbal in English
• Audience measurement metrics
• Data driven approach
• Networking
• Negotiation skills
• People Management

Behavioural Competencies

• Relationship building
• Conflict resolution
• Decision making
• Critical Appraisal
• Holistic Thinking
• Persuasion & influence
• Coaching

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Purpose of the Position:

• To design UX solutions using User Centered Design techniques, catering for user and business needs.
• To design interaction models that enhance user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between the user and the product,
• To make sure that digital applications work and function as expected in the hands of the user.
• To engineer near real, functional prototypes that allow for the interrogation of interaction and fine interaction.
• To test, measure and improve the user experience of digital products and services.

Key Performance Objectives

Tasks

 Consulting

• Design UX solutions using User Centered Design techniques.
• Research market, users and competitors, conduct analysis, collaborate with key stakeholders and run workshops to understand challenges.
• Base UX solutions on data/evidence, catering for business and user need.
• Produce task flows and wireframes and map user stories and scenarios to user journeys.
• Design interaction models for Web, Lean Back and Mobile experiences.
• Improve the usability, accessibility, and pleasure provided in the interaction between the user and the product.
• Make sure that digital applications work and function as expected in the hands of the user.
• Design fine interactions for user interfaces.
• Define how interactions happen and unfold, including: Loading, transitions, animations, states, moments, timing, interface affordance, input methods and commands, accessibility.

Conduct heuristic evaluations on Connected Video interfaces to:

•       Find usability problems in the user interface (UI) design
•       Identify areas for interaction improvement.

Engineer high definition prototypes that allow for the interrogation of near real flow, interaction and fine interaction.
Conduct tests with users to measure the quality of interaction design across platforms. Use various methods including usability testing and eye tracking studies.
Conduct tests at scale to determine effectiveness of interaction designs using UX metric data analysis.
Interpret the results of these studies, turning them into actionable recommendations.
Work on multiple projects at one time, using strong communication skills to manage time and expectations appropriately.
 

Stakeholder Management

• Provide proposals and present results from usability tests and other user research to project teams.
• Monitor statistics and analytics (such as Google Analytics) across sites with an aim of obtaining a better understanding of user behaviour and improving user journeys.
• Actively work on improving user experience and engagement across all our sites and products.
• Collaborate with teams and stakeholders to communicate UX direction and refine user interfaces.
• Participate in team activities and team planning with the aim of improving team skills, awareness and quality of work.
• Evangelise good user experience, demonstrating measureable value to other team-members and stakeholders, and encouraging a culture of UX.
• Foster a healthy tension between stakeholders, encouraging discussions that take into account business needs, user needs, and what is possible.

Qualifications

• A Bachelors degree in Digital Design, Information Technology, 5 - 8 years UX design experience.
• HFI CUA beneficial. Digital design experience beneficial.
   

Experience

• 5 – 8 years UX design experience.
• A solid grounding in designing experiences for TV, VOD and digital interfaces with proven track record.
• Experience leading UX design and visual design projects.
• Expert understanding of usability heuristics and UX design principles.
• Fundamental understanding of gestalt design principals.
• Strong technical markup ability and experience in building user interfaces for web, mobile and lean back.
• Detailed knowledge of IOS and Android Mobile UI guidelines, W3C web, and Lean Back UI standards.
• Experience in applying User Centered Design to solve complex problems.
• Ability to demonstrate concrete knowledge of user experience concepts that inform decision making within your portfolio.
• A demonstrated background in improving user flows and customer engagement.
• Understanding of, and experience with a wide array of testing techniques, including direct user testing, focus groups, card-sorting, tree-testing, etc.
• Experience in creating user testing scripts and leading testing sessions.
• Ability to understand business requirements and provide UX solutions that work within the technical boundaries.
• Experience in designing medium to large software systems within environmental constraints.
• Experience in presenting and articulating UX solutions to peers, executives and customers.
• Mastery of prototyping tools such as ProtoPie, Axure, Figma, Sketch, Framer.
• Ability to create complex front-end prototypes using web based technologies.
• Experience creating UX/Product specifications and presentations.
• Experience working with Agile processes.
   

Technical Competencies (List the key technical competencies)

• UX design
• UI design
• Research + testing
• Market awareness
• Concept presentation
• Communication and negotiation
• Assertiveness
• User empathy
   

Behavioral Competencies (List the key behavioral competencies)

• Relationship Building
• Decision Making
• Critical Appraisal
• Analytical Thinking
• Persuading & Influence
• Perseverance, good work ethic and initiative.