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Self-Service Channel Manager

Vacancy Details

Reference No.

AB2-44383

Synopsis

A leading media giant is looking to employ a Self-Service Channel Manager to deliver and implement the company strategy across African markets spanning all self-service enterprise platforms and vendors. Carry accountability for evolving the customer and channel experience on digital platforms. Drive customer adoption and migration lower cost channels and benefits realisation tracking.

Description

Self Service Strategic Definition and Business Development

  • Develop Digital self-service strategy and support execution of strategic initiatives
  • Key elements of the strategic plan include the following:

-          Evolving the channel experience for key digital platforms (Mobile, App, WhatApp, Web and USSD)

-          Support and drive “Keep the Lights on” initiatives on the SMS and IVR platforms

-          Develop a plan to migrate customers from costly support (voice, face to face, walk in) channels to lower cost digital platforms

-          Drive a shift in customer behaviour so as to increase adoption or growth targets across digital platforms

-          Increase the volume of reconnects through proactive customers contacts

-          Reduce the volume of customer queries through capability enhancements

  • Clarify strategic questions and support the business in investigating and prioritising the right functionality
  • Identify and analyse potential new partnership opportunities and support assessments and due diligences on potential partnerships

Business Roadmap

  • Inform roadmap with insights from identified business pain points, market expectation and industry trends
  • Unpack and ensure that market expectations continue to drive and evolve functional roadmap, where market expectations are managed from engaging key stakeholders including regional CCO’s, marketing MD’s, regional CX and Care heads
  • Identify and plan key initiatives to deliver against prioritised product and channel roadmaps
  • Using a deep understanding of operational or business processes define strategic initiatives that continually optimise the channel offering

Market Intelligence

  • Develop a thorough and deep understanding of the self-service landscape across the African continent
  • Commission and oversee market research, gather and analyse research findings to identify strategic initiatives and new growth opportunities across markets and products to support the strategy and business
  • Track competitive developments and conduct competitor analysis by performing necessary analysis, SWOT assessments and developing relevant recommendations
  • Gather, compile and analyse relevant business internal data that would contribute to strategy and business developments activities
  • Conduct and/or oversee detailed analysis of specific areas of interest
  • Consolidate information and research findings in actionable items
  • Maintain an industry wide perspective on major trends impacting digital self-services

Commercial Analysis

  • Develop business cases, perform due diligence and valuations
  • Develop and analyse frameworks to support data strategy, evaluation of new opportunities and partnerships
  • Develop and/or support development financial models to analyse market, competitor and industry trends, develop and model scenarios and evaluate the potential impact of any strategic initiatives
  • Manage business and process optimisation programme portfolio
  • Assist and support Business Analysis work where required (which may involve analysis)

Stakeholder Management

  • Represent Digital as business interface to support in market and corporate stakeholders to build ongoing support, mutual understanding and common commitment of values and principles
  • Ensure clear understanding of their expectations and appropriately manage these together with the agreed objectives
  • Partner across functions and business units to operationalise strategy
  • Establish and maintain healthy, divers internal (and external relations where relevant) in the achievement of business goals
  • Work with relevant stakeholders to prioritise new change initiatives and execute through to delivery to ensure top priorities are reflected in self-service channels
  • Through relevant client engagements and collaboration with stakeholders across the value chain to build deep client insight. Use this insight to co-create differentiated solutions that provide clients with superior benefits

Benefits Realisation and Tracking

  • Implement validated learning model (minimum-value-solution approach):

-          Ensure all channel requirements contain clearly defined value assumptions

-          Define and implement value metrics that can credibly demonstrate the achievement of a value assumption or refute it

  • Track and report on ROI for relevant initiatives
  • Measure, track and report on the impact of Digital self-services on business
  • Reporting on and ownership of self-service KPIs around resignation, usage and performance
  • Create visibility and clarity in the organisation around new market opportunities, business priorities and operational requirements, as well as the reasons why these are important to the business

Innovation

  • Utilise existing solution usage analysis to better understand the clients’ value chain or business processes i.e. develop deep client insight. Use these insights to identify or innovate opportunities to provide new solutions that will create client value
  • Find innovative ways to monetise self-service tools as new marketing campaign channels
  • Streamline the current authentication experience for customers across our digital platforms

Customer Experience

  • Ensure digital engagements is at the forefront of all customer service and experience, marketing so as to allow the customer to get the most value from our platforms

Requirements

Qualifications

Essential

  • A degree in Finance, Mathematics, Economics, Science or Business Administration related field

Preferred

  • Post graduate degree in Finance, Mathematics, Economics, Statistics, Science of Business Administration

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-service 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 optimise
  • Senior stakeholder management

Technical competencies

  • Proven experience in creating self-service strategies to drive adoption and engagement
  • Ability to collaborate across all areas of the business 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
  • 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

 

Behavioural competencies

  • Relationship building
  • Conflict resolution
  • Decision making
  • Critical appraisal
  • Holistic thinking
  • Persuading and influence
  • Coaching

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type

Permanent

Work Level

Mid-Level

Salary

Market Related

Industry

PR/Communications/Journalism/Media And Promotions

Salary Type

Monthly

Package

Cost To Company

Affirmative Action

Yes

Geographic Location

Gauteng - JHB North