Job Vacancies at MultiChoice

Key Performance Objectives/Tasks:

Strategy Formulation & Execution;

• Develop and refine a  partnership strategy and framework for MCSA, based on insights from the strategy team.
• Oversee and lead the development of strategic partnership initiatives.
• Develop a measurement framework for tracking partnership success and KPIs.
• Track partnership performance and strategic execution against a balanced scorecard.
• Prepare partnership related internal and external presentations and documentations.
• Identify and prospect potential partners, evaluating their strategic fit and alignment with the company's goals and values.
• Negotiate and close partnership agreements that result in mutual benefits for all stakeholders involved.

Stakeholder Management;

• Identify new partnerships and corresponding capabilities and skills required.
• Lead due diligence on potential partnerships.
• Lead partnership formation and management.
• Work collaboratively with the entire Strategy function and senior leadership team.
• Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure seamless execution and integration of partnerships.
• Manage stakeholder expectations.

Budget Management;

• Set budget and commercial frameworks for strategic partnerships,  including the setting of goals and targets.
• Manage financials and associated controls in respect of these partnerships (effective cost control).
• Rigorously monitor partnership income and expenditure against approved budgets and put measures in place to address variances.
• Continuously identify areas for increased revenue, improved efficiency and reduced cost.

Partnership Execution;

• Manage the portfolio of partnership programmes and projects.
• Manage execution of the partnership roadmap through effective co-ordination with the relevant business and technical teams both inside and outside of MCSA.
• Own the partnership feature roadmap, demand management and prioritization. Ensure that prioritisation parameters are in alignment with, and balances, the overall business strategic objectives.
• Collaborate and align with Marketing and Communications teams on marketing of partnerships prior to deployment (go to market strategies).

Market intelligence & Commercial analysis;

• Guide and oversee analysis and forecasting of market, competitor, economic and environmental trends
• Guide and oversee commercial analysis, including modelling, forecasting and analysis of strategic partnership initiatives
• Use these analyses to support strategic direction and development of partnership initiatives
• Stay up-to-date with industry best practices and emerging trends in commercial partnerships, seeking continuous improvement and innovation.

People Management;

• Oversee the activities of the team to ensure effective delivery of business outcomes.
• Develop a high performing team by embedding formal performance management process using I-perform system 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 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.
• 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 recognised.

Qualifications Essential:

• Post Grad Qualification or Equivalent NQF Level 8 Qualifications in Business Management or similar
• Qualification Preferred:
• MBA advantageous

Experience

• A minimum of 10 years’ experience in consulting or product development
• Experience leading a team
• Experience in the Telecommunications, financial services and payments industries preferred
• Knowledge of Media & Entertainment, internet, and online video market and tech preferred
• Proven track record of successfully driving revenue growth through strategic partnerships.
• Strong business development and negotiation skills, with the ability to close complex deals.
• Analytical mindset, with the ability to leverage data and insights to drive decision-making and optimize partnership performance.

Technical Competencies:  

• Commercial Acumen
• Negotiations Skills
• Customer Relationship Management
• Developing Value Proposition
• Product/Brand Knowledge
• Financial Management
• Risk Management
• Governance and Compliance
• Contract Management
• Data Analysis
• Sales and Marketing Management
• Project Management

go to method of application »

Key Performance Objectives;

Strategy Execution;

• Implement the overarching PR and communications strategy for the sports verticals, with a particular focus on the Premier League.
• Monitor KPIs in collaboration with data, social media, and marketing teams, aligning them with overall business objectives.
• Formulate a detailed content calendar synchronised with sports events, tournaments, local entertainment, and cultural occasions relevant to diverse African markets.
• Ensure a balanced content mix, encompassing promotional material, engaging visuals, user-generated content, and educational resources.
• Plan, coordinate, and execute events that promote Showmax's sport offerings, with a focus on South Africa.

Operational Delivery;

• Brief and manage PR agencies as required.
• Write press releases and content for Showmax platforms.
• Distribute press releases to sport media.
• Work with regional agencies to highlight Showmax’s sport offering.
• Work with the PR team to support additional PR campaigns in South Africa.
• Provide support to the marketing managers, social media team and agency teams to ensure efficient workflow.
• Ensure that content is rolled out on time.
• Manage external agency teams to deliver effectively.
• Assist in running internal and external events for sport as well as local entertainment.
• Work closely with social media teams, marketing, SuperSport and other relevant business units

Qualifications;

• Diploma in Journalism or Media studies or similar
• Degree will be advantageous

Experience & required skills;

• 3-5 Years experience in PR and communications, social media, digital marketing
• Experience in sport and entertainment marketing
• Experience in events management
• Excellent personal communication and diplomatic skills
• Working knowledge of various Social Media platforms, Business infrastructure systems and MS Office
• Ability to relate convincingly and credibly with peers;
• Ability to conceptualise and implement communication tools;
• Demonstrable competency in planning and execution;
• Outstanding organizational and leadership abilities
• Excellent interpersonal skills

Technical Competencies;

• Change Management Communication
• Media Monitoring and Analysis
• Crisis Communications
• Measurement and Analytics
• Branding and Message Consistency
• Digital Analytics
• Event Planning and Management
• Content Creation
• Public Relations Campaign Management

go to method of application »

Key Accountabilities;

Digital Media Strategy:

• Manage holistic organic social media strategies, planning and marketing campaigns for MultiChoice Africa Holdings (MAH) including, but not limited to, the DStv and GOtv brands.
• Analyse and monitor key KPIs (Key focus on Digital but including ATL reporting), quality and campaign performance.
• Work with the MAH digital media and creative agencies to manage post-buy audits and optimization of efforts to ensure the integrity and efficiency of the media and creative plans.
• Work with the digital MAH media and creative agencies to execute on the agreed strategy, day to day campaign management, implementation, and reporting of search/display/paid social and ATL media.

Digital Management

• Lead efforts to enhance the online customer journey by ensuring seamless user experiences across various digital platforms.
• Stay updated with industry trends, emerging technologies, and best practices to ensure MAH maintains a competitive edge in the digital space.
• Implement strategies to increase customer engagement, satisfaction, and loyalty through online channels.
• Monitor social media and optimize content that resonates and drives best ROI.
• Identifying unique opportunities to elevate community conversation and the scale as well as influence of MAH Social channels overall.
• Oversee the creation, curation, and distribution of engaging and relevant content across digital platforms, including social media, website, and other relevant channels ensuring content consistency and alignment with brand messaging.

Operational Excellence:

• Day to day management of organic social media teams.
• Work with the MAH digital media agencies on quality assurance.
• Understand the digital acquisition eco system (Text, Display, Retargeting, Affiliate, Paid Social Channels) for Africa.
• Understand how to use organic social media campaigns in Google (Adwords and YouTube), Facebook and Instagram, LinkedIn, Pinterest, Twitter and other platforms to ensure innovation and conversation
• Work with internal teams as well as the MAH digital media agency to ensure different technologies are integrated and functioning optimally (for example the Appsflyer, DMP, CRM and other integrations to buying platforms)

Budgeting, Planning and Organizing:

• Work with the MAH digital media agency to Deliver impactful and cost-effective media plans
• Monitor, analyze and report on competitive media and marketing strategies
• Manage budgets and timelines for media programs
• Manage the digital marketing budget effectively, allocating resources to campaigns and initiatives that deliver the highest return on investment.
• Estimate the costs associated with various digital marketing activities, including advertising spend, content creation, software/tools, personnel, and agency fees.
• Create individual budgets for specific marketing campaigns or initiatives, breaking down costs for each component (e.g., ad spend, design, copywriting). Continuously monitor campaign performance and make adjustments to optimize spending.
• Develop forecasts for future budget needs based on historical data, industry trends, and business growth projections.

Stakeholder Management:

• Collaborate with cross-functional teams including marketing, production, CVM, commercial and technical teams to ensure seamless execution of digital initiatives.
• Foster a collaborative environment that encourages knowledge sharing and innovation.
• Report on social activity on a bi-weekly, as well as monthly basis.
• Build relationships with customers (both potential and existing), industry professionals and journalists.

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 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 HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organization structure and role descriptions 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 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 the 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.

Qualifications:

• Relevant Tertiary Qualification in Digital Media disciplines
• Ability to provide proof of Certified in Facebook (Meta Blueprint) and Google products (Google Ads and GMP. Analytics would be advantageous)

Experience:

• At least 8-10 years’ relevant professional experience in media planning, media buying, analytics and/or advertising product management
• Ability to juggle multiple priorities and excel in a lean work environment

Technical Competencies:

• Negotiation skills
• Excellent communication skills
• Interpersonal skills
• Customer service orientation
• Outstanding presentation skills
• Outstanding MS Excel skills
• Good financial/management accounting skills
• Experimentation and A/B Testing
• Content Management Systems
• Content Analysis
• User Behavior Analysis
• Marketing Analytics
• Digital Analytics Tools
• Business Intelligence & Reporting
• Pay Per Click (PPC) Advertising
• Search Engine Optimization
• Social Reporting
• Customer Engagement
• Social Media Management

go to method of application »

Key Performance Objectives:

Strategy development and execution;

• Develop and drive the Showmax Customer Digital Services strategy aligned to business objectives and Showmax strategy.
• Develop a roadmap or business plan for the delivery of strategic programmes.
• Use data and emerging trends to identify strategic initiatives.

Digital Services Management;

• Shape the customer care journeys for all customer service channels (live chat, social, voice, email, Appstore’s)
• Responsible for coordinating the deliverables of the various customer service partners and vendors.
• Review and approve all requested implementations for Showmax customer service channels is part of your daily business.
• Manage and continuously improve the service levels of customer service partners and vendors.
• Define and continuously improve performance metrics and monitoring with partners.

Customer Service Monitoring;

• Identify opportunities for improvement by monitoring KPIs of all care channels and by working closely with partners/customer ops and the management team – to help shape the necessary changes, such as implementing new processes, tools or technologies to optimise the customer experience.
• Design and build reports for monitoring customer care performance.
• Design and implement processes for platform and payments monitoring and reporting.
• Ensure social media customer care effectiveness by providing relevant digital solutions.
• Design, configure and continuously improve journeys for social media and all care plug-ins.

Technical Support;

• Ensure effective running of Showmax Contact Centre technology stack.
• Provide tech support to the Showmax Contact Centre
• Responsible for content creation for the Showmax help centre (help articles, how to videos/guides, FAQs, general info etc.)
• Responsible for content management for the help centre
• Ensure help centre supports all supported languages.
• Design, configure and continuously improve journeys for the Help Centre
• Effectively manage the Language IO tools to ensure support for all relevant languages.
• Manage the creation and continuous improvement of content for the Language IO tool.
• Ensure effective management of all customer service chatbots.
• Monitor and continuously improve the performance of Chatbots to meet business objectives.
• Manage the creation and continuous improvement of content for the Language IO tool.

Knowledge Management;

• Responsible for creating and maintaining content for the Knowledge Management Portal used by customer care agents (e.g., content on campaigns/offers currently running, new product updates/launches, partnership rollouts, system changes, incident etc.)
• Ensure there is effective management and continuous improvement of the knowledge management tool.
• Proactively manage communication to agents for all new campaigns, product offers, systems changes, product rollouts, incidents etc.

Operational Delivery;

• Showmax Contact Centre
• Showmax Help Centre (tech)
• Language IO (tech)
• Chatbots (tech)
• Social Media & Plug-Ins
• Partner Management
• Customer Care Monitoring and Reporting

Operational Excellence;

• Define and ensure continuous improvement of ways of work with all customer service partners and vendors.
• Collaborate with partners in developing methods of work and standard operating procedures (including reporting templates, risk frameworks, communication frameworks, governance frameworks, etc.)

Customer Service best practice & tools:

• Participate proactively in developing and maintaining customer service standards, tools, and best practice.
• Promotes and ensures use of appropriate techniques, methodologies, and tools

People Management:

• Develop high performing teams by embedding formal performance management process and informal coaching.
• Encourage frequent knowledge sharing between team members
• Oversee the activities of the team to ensure effective delivery of business outcomes
• 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 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.
• 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 recognised

Qualifications;

• A Post graduate Degree or relevant NQF Level 8 Qualification

Experience;

• A minimum of 8-10 years of relevant work experience
• A minimum of 3 years in OTT (online streaming)
• Customer Service Management experience
• Salesforce experience
• People Management

Technical Competencies:

• OTT products and services
• Customer Service Management
• Salesforce experience
• 3rd party service level management
• Process institutionalization
• Solid communication skills
• Content Development
• Digital Project Management
• Digital Analytics and Data Tools
• Social Media Management
• Cybersecurity and Data Protection
• API Integration
• IT Infrastructure Management