MultiChoice Group Vacancies 2022 Apply For Product Manager (Digital) Jobs In Randburg, Gauteng

Designation:
Product Manager (Digital)

Category:
Group Digital

Level:
Management

Closing date:
23 Jun 2022

Position Type:
Permanent

Location:
MultiChoice City

Job Description:

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 more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Join Africa’s most loved storyteller!

Reports to

• Senior Manager: Product

Key Customers

• Digital Operations/Technical teams
• Customer Care Division
• MultiChoice South Africa & Rest of Africa
• Customer Care Division Management and Staff
• Digital Platform teams
• Outsourced external suppliers and service providers
• MultiChoice customers (subscribers)
• Internal MultiChoice divisions

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
Operational Activities

• 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.
• Act 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.
• Ensure competitive analysis of the Digital experience for the product and services domain.
• Establish a framework for Digital and the delivery of the strategy.
• Develop a 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.
• Develop the relevant business cases to support market deployments or extensions of capabilities.
• Provide 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.
• Thought leadership to develop a “Best In Class” Digital experience.
• Deliver improved customer service and experience measured by CSAT Scores system availability and reduced error rates per customer engagement.
• Implement and manages effective platform projects/programmes measured by successful implementation within agreed timelines and budgets, as well as delivering on projected benefits.
• Achieve an increase in usage and unique users per platform measured by new functionality, easier process and a sleek user experience.

Stakeholder and Team Management

• 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.
• 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.
• Maintain sound and effective business partner and stakeholder management and relationships as measured by stakeholder feedback surveys.

Qualifications & Experience

• 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

Technical Competencies

• 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

Behavioural Competencies

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

Job Type: Full-time