Specialist: Customer Value Management (CVM) at MultiChoice Group

The Multichoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 13,5 million households. Eminent brands within the Group include DSTV, GOTv, SuperSport, M-net, DSTVnow, Showmax and Europe based content security leader Irdeto. Key areas of operations are:

•   Storytelling ranging from content creation, production and aggregation including the best global general entertainment, sport and eminent African content library, delivered to customers
•   Pay Television: direct-to-home satellite and digital terrestrial television services;
•   SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets, and
•   Advertising: providing dynamic media solutions; handling commercial airtime, on-air sponsorships, content integration, and online sales across a variety of 130+ channel brands on linear TV, VOD, social media, and digital platforms.
• The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Multichoice Group has a successful history of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues primarily through subscription model, with a growing contribution from advertising revenue. Its key objectives are to:
•   Expand Pay TV, SVOD subscriber base and Advertising sales
•   Focus on investment and technology
•   Maintain a local approach
•   Provide quality service
•   Attract innovative and motivated employees                                                                                                                                                                                                                      

Key Customers

• External: DStv customers, 3rd party service providers, creative and advertising agencies
• Internal: Centre of Insights and Information division, Marketing division, Customer Service team, PMO and CX, Sales

Customer Segmentation 

•   Gather, review and organize customer data and profiles into segments.
•   Ensure maximum customer engagement and best possible results of CRM campaigns.

Customer Engagement

•   Implement and Ensure all campaigns are delivered on time, within budget.
•   Manage the campaign process from designing optimised campaigns, briefing it to agencies, ensuring execution and reporting on overall performance.
•   Liaise with digital agencies, 3^rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.
•   Monitor and assess campaign effectiveness and identify ways to improve activities.

Reporting

•   Ensure proper budget and financial planning per campaign.
•   Manage the customer engagement metrics.
•   Track and report performance indicators to the relevant stakeholders at the relevant customer touch points in the customer life cycle.
•   Measure and report on ROI of completed campaigns

Qualifications

•   A Diploma in marketing/ business management or related field              

Experience

•   A minimum of 3-5 years’ campaign management/marketing experience or similar
•   A minimum of 2 years of customer value management experience,
• Technical Competencies (List the key technical competencies)
• Data management
• Project management
• Attention to detail
• Stakeholder Management
• Campaign Management

Behavioral Competencies (List the key behavioral competencies)

•   Accountability
•   Teamwork
•   Interpersonal Support
•   Perseverance
•   Motivating
•   Prioritisation
•   Analytical Thinking