Senior Analyst CRM


MultiChoice Group


Johannesburg, South Africa

Date Posted

August 12, 2019

Customer Service

Job Type



Senior Analyst CRM

The Multichoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 13,5 million households. Eminent brands within the Group include DSTV, GOTv, SuperSport, M-net, DSTVnow, Showmax and Europe based content security leader Irdeto. 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

Various internal and external programme stakeholders, including the management team as well as business, technical teams and vendors.

Purpose of the Position:

  • To provide guidance and ensure that CRM best practice principals and industry standards are considered and applied during the life cycle of the programme, with specific focus on process and requirement documentation/ modelling as well as solution / technology implementation

Key Performance Objectives

  • Coach and advise the project team in proven CRM best practice standards, principles, associated risks and dependencies

Collaborate with teams and provide support

  • Collaborate with Sales and Marketing teams, Customer Retentions teams and the Customer Care teams across the group to identify customer support and technology problem areas
  • Provide recommendations as to how to address specific areas of concern
  • Ensure that the project team and business analysts are informed and incorporate accepted recommendations in process and requirement documentation and deliverables
  • Participate in daily catch-up meetings
  • Participate in project planning sessions and provide input to the approach and highlight associated risks and dependencies
  • Collaborate with the business analysts ensuring that business processes and requirements being defined align to industry best practice standards and principles
    • Participate in process definition and requirement elicitation workshops as CRM subject matter expert in an advisory capacity
  • Review already defined CRM strategies, processes, functional requirements, data requirements and reporting requirements to assist with the identification of possible gaps
  • Assist in resolving any gaps identified by liaising with the relevant teams and providing recommendations

Technology evaluation & implementation

  • Participate in RFP processes and technology evaluations to ensure that the selected technology support the overall group CRM strategy, but also aligns to industry best practice standards and principles
  • Collaborate with the development/ configuration team, participating in daily stand-ups and providing SME guidance to the teams
  • Participate in the testing to ensure that the technology delivered aligns to defined requirements and support the overall group CRM strategy and that best practice standards and principles have been incorporated and adhered to.


  • Relevant Degree / Diploma in ICT
  • Relevant CRM qualification essential


  • Min 5 – 10 years’ experience in CRM strategy development and alignment
  • Proven track record in participating and providing guidance during CRM process improvement initiatives and technology implementations

Technical Competencies

  • Exceptional knowledge of CRM best practice principles relating to sales, marketing, support and service provisioning with specific reference to key focus areas including:
    • Lead management
    • Account/ Contract management
    • Sales performance management
    • Sales forecasting management
    • Campaign management
    • Market Analystics
    • Loyalty management
    • Customer segmentation
    • Case and interaction management across channels
    • Knowledge Management
    • Creating a single view of the customer
  • Industry knowledge of CRM technology stacks and related dependencies
  • Strong facilitation skills
  • Strong presentation skills
  • Strong coaching skills and abilities
  • Excellent verbal and written communication skills
  • Excellent time management skills
  • Customer focus and service orientation
  • Planning and organizing

Behavioral Competencies

  • Analytical & conceptual thinking
  • Problem solving
  • Assertiveness
  • Relationship building
  • Self-organizing
  • Teamwork & collaboration
  • Cultural diversity sensitivity
  • Conscientious

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