Product Manager – Digital Sales Job at MultiChoice Group – in Randburg, Gauteng
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across 52 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment. 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
Product Manager – Digital
Senior Manager: Product
Group Digital: Digital Enablement
Digital Operations/ Technical teams
Customer Care Division
MultiChoice South Africa & Africa
Customer Care Division Management and Staff
Digital Platform teams
Outsourced external suppliers and service providers
MultiChoice customers (subscribers)
Internal MultiChoice divisions
South Africa, Johannesburg, Randburg
Purpose of the Position:
The role is accountable for the clear direction of products and services based on market requirements and market trends. Outputs include the user experience across all online and self-service channels, feature prioritisation, and extension of products and services into multiple channels. This position also entails research and development of future technologies that could be used as a Digital platform or that would simplify any component on the Digital platforms.
Key Performance Objectives
As the product owner for the digital sales roadmap, provide requirements and drive the implementation thereof, prioritisation of feature delivery, and the extension of relevant Digital offerings across multiple channels.
Acting as a subject matter expert for key customer journeys on Digital platforms as well as awareness of best in class services.
Aggressively drive the usage of the various self-service channels as per set targets.
Conduct user experience studies to drive continuous improvements of the Digital offering across multiple channels.
Deliver improved conversion rates across all digital touchpoints.
Ensures competitive analysis of the Digital experience for the product and services domain.
Establish a framework for Digital and the delivery of the strategy.
Develops deep understanding of customer needs/insights for the development of Digital user experience, products and services.
Deliver insights on self-service to drive user experience and service requirements.
Develop and test proof of concept products and services to enhance the customer experience.
Identify and implement solutions that will streamline business processes, with an emphasis on usability and improve customer experience.
Develop strategies and business cases around new and emerging self-service technology trends.
Manage identified risks and ensure adherence to policies, and regulatory and statutory requirements.
Take a deep interest in new technologies and emerging global service delivery trends and their relevance to Digital and a Digital approach
Drive continuous improvement programmes for user experience and products and services.
Develops the relevant business cases to support market deployments or extensions of capabilities.
Should have a view on future technologies, including disruptive technologies, and trends that might improve customer experience via Digital or provide new channels that could be used for Digital.
Manage the self-service channel design activities with key business partners.
Drive innovation in product and service delivery by managing the allocation of resources and the prioritisation of initiatives.
Thought leadership to develop a “Best In Class” Digital experience.
Manage, inspire and develop a team that is responsive to rapid change, is highly delivery-focused and customer-obsessed.
Develop the self-service user experience and strategy and co-ordinate with key business partners.
Delivers improved customer service and experience measured by CSAT Scores system availability and reduced error rates per customer engagement.
Implements and manages effective platform projects/ programmes measured by successful implementation within agreed timelines and budgets, as well as delivering on projected benefits.
Achieves an increase in usage and unique users per platform measured by new functionality, easier process and a sleek user experience.
Maintaining sound and effective business partner and stakeholder management and relationships as measured by stakeholder feedback surveys.
Relevant Business/ Project Management Degree compulsory
Post Grad advantageous
5-8 years’ experience working in a digital or self-service environment or other channels
Minimum 3 years online, mobile product owner experience.
Proven track record in managing Digital platform projects with high levels of customer self-service engagement in a fast pace environment.
Project delivery management within a corporate and/ or outsourced basis (minimum 5+ years).
Proven ability to support an end-to-end solution (including digital solutions).
Good understanding of enabling technology and Digital platforms would be advantageous
Possess a proven, credible knowledge and track record of supporting Digital environments.
Effective communication abilities to motivate and align broad range of stakeholders.
Effective conflict management across business areas and cross functional teams.
An understanding of change management process, particularly within the software/application change discipline in order to coordinate effective production deployments and quality assurance.
Self-directed and able to independently define tasks and make decisions where deemed necessary.
Persuading & Influence
Primary Location: ZAF-GT-Randburg
Organization: MultiChoice South Africa
Job Posting: 03-05-2021
Closing Date (Period for Applying) – External: 15-05-2021
Company: MultiChoice Group –
Company Location: Randburg, Gauteng