Senior Specialist: Customer Enablement-Salesforce at MultiChoice

Job Description:
MultiChoice Africa Holdings (MAH) 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.

MultiChoice has a COVID-19 mandatory vaccination policy to ensure a productive and healthy workplace. By submitting your application for employment, you warrant to MultiChoice that you are fully vaccinated against COVID-19 and accept that you will be required to submit your vaccination certificate during the recruitment process. In processing your information, we will comply with the requirements of the Protection of Personal Information Act.

Department: 

1. MAH CVM
2. MAH Customer

Reports to: Senior Manager: Direct Communication

Direct reports: None

Purpose of the role:

• To drive the execution and delivery of customer communication in line with the communication strategy and framework
• Drive the implementation of new technology across all markets within MAH
• Design and build customer communication journeys end to end using Salesforce

Key Accountabilities

Operational Delivery

• Deliver the design, configuration and customization of templates defined as per contact strategy for MAH
• Take accountability of all customer journeys build for MAH across all customer lifecycle
• Create front end development to enable automated & efficient communication journeys
• Build customer journeys on Salesforce across the customer journey lifecycle
• Support the automation of back-end process to enable effective automated communication
• Support UAT and Training of new technologies within the MAH Business
• Evaluate results of testing the programs to identify scope for improvements
• Provide input into the communication governance, ensure it is embedded into the operations communication’s framework.
• Manage and oversee the tracking of all outbound communication managed through the Salesforce platform (Apps, Emails, SMS, Decoder Messaging)
• Support in-country teams with messaging execution and provide training where applicable
• Follow and assist in query resolution
• Review messaging and provide recommendations where necessary
• Drive execution and delivery of any new messages and identify opportunities for message improvements
• Campaign set up & execution in Salesforce and marketing cloud and working with the dev team to automate content in communications
• Stay up to date with technology impacting customer engagement
• Support project teams with project related initiatives to drive customer activity and customer experience
• Support the CVM Customer Engagement calendar and manage the delivery of information to the markets and other stakeholders

Analytics and Reporting

• Monitor Message delivery report on a daily, weekly and monthly basis
• Develop monthly performance reports for management
• Provide recommendations on campaign improvements
• Analyse report findings to identify trends and gaps, recommend suitable actions to proactively leverage opportunities and/or mitigate risk as well as enhance the effectiveness of initiatives
• Manage, track and report on key metrics for the area relating to customer engagement

Qualifications & Experience

• Diploma in communication or marketing
• Degree in Marketing or Communication is an advantage

Experience

• Minimum of 3 - 5 years’ experience in messaging execution
• Minimum of 1 year in using Salesforce
• Minimum 3 years’ experience of any CRM tools
• Strong ability to communicate assessment findings
• Results orientated
• A solid understanding of e-mail, SMS, Apps execution for messaging to customers
• Ability to closely monitor timelines and concurrent campaigns supporting various business goals
• An analytical background is advantageous
• Experience with Management stakeholder engagement and presentation at Senior Management level

Technical Competencies

• Strong Excel and Analytical skills
• Problem solving capabilities and intellectual curiosity
• Stakeholder Management
• Written communication, PowerPoint, and presentation skills,
• Detail and process orientated
• Relationship Building, Accountability,
• Analytical and structured thinking

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Teamwork, Perseverance,
• Detail orientated
• Collaborative
• Accountability
• Analytical Thinking