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10-10-18 50 Hits

Self Service Specialist

The Organization

MultiChoice Africa provides a multi-channel pay-TV and subscriber management services in 49 African countries including: Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business the organization has brought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities


Purpose of the Position:

To Implement the MultiChoice Digital strategy – accountable for supporting the online my account and app, tasked with the support of the overall self-service strategy and uptake targets. The role is responsible for enabling registration, usage, and engagement and ROI metrics and will work closely with the Customer Experience and Care team to reduce call volumes and propensity.


Key Performance Objectives/Tasks

Operational Activities (Self-Service optimization)

Execute a self-service strategy

Ensure digital engagement is at the forefront of all customer service and experience, marketing (to get the most value from our platforms

Increase volume of reconnects through proactive customers contacts

Drive a shift in customer behaviour to increase registration and usage of the company's self-service portals, so that customers no longer have to rely upon traditional call centre interaction as a means to service

Work with internal and external stakeholders to prioritise new change initiatives and execute through to delivery

ensure top priorities are reflected in self-service platforms

Evolve the MyDStv/MyGOtv app experience (

Monetise self-service tools as a new marketing campaign channels

Reporting on and ownership of self-care KPIs around registration, usage and performance.

Streamline the authentication experience (increase volume of options)

Reduce the volume of customer queries through capability enhancements

Rationalise the volume of payment options available to customers (and simplify/personalize the experience)

Expand the Live Chat footprint across the digital experience

Accountable for the growth and adoption of Apps


Qualifications Essentials:

Degree in marketing or a related field


Experience

8-10 years’ experience in platform ownership, eCommerce and managing and growing digital self-service capability

Preferred experience in call centres (understanding cost out opportunities)

Experience in providing operational support in IT/ eCommerce/ self-service systems

Proven product management and marketing experience with customer experience service capability across online and app or similar

Proven experience in creating self-serve strategies to drive adoption and engagement

Comfortability in leading projects and cross-functional and virtual team, as well as have experience of managing development teams

Experience working with UI and UX teams

Passion about new technology and latest trends

Experience in working on customer journeys to create, analyse and optimize

Senior stakeholder management


Technical Competencies

Proven experience in creating self-serve strategies to drive adoption and engagement

Ability to collaborate across all areas of MAL to strengthen key relationships

Able to manage a product roadmap of new features and benefits, owning the delivery of projects end to end

Knowledge of call-drivers within a Media landscape

Strong experience in Digital analytics tools and platforms (e.g. GA)

Ability to work on several projects at once, interchangeably, within a fast-paced environment

Logical and structured thinking, with high attention to detail

Demonstrated ability to manage a project to completion

Demonstrated ability to lead project teams

Sound knowledge of Agile project management and planning techniques

Sound knowledge of user experience and eCommerce practices

Strong verbal and written communication skills


Behavioral Competencies

Relationship Building

Conflict Resolution

Decision Making

Critical Appraisal

Holistic Thinking

Persuading & Influence

Coaching



Job: Information Technology
Primary Location: ZAF-GT-Randburg
Organization: Digital - MAL
Schedule: Full-time
Job Posting: 10-10-2018
Closing Date (Period for Applying) - External: 17-10-2018

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Randburg, Johannesburg

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