Senior Manager: Commercial Operations & Performance Management

Designation: Senior Manager: Commercial Operations & Performance Management

Category: MultiChoice Group

Level: Executive

Closing date: 18-Aug-2026

Position Type: Permanent

Location: MultiChoice City

Job Description:

The Organisation

MultiChoice Group (MCG), a subsidiary of Groupe CANAL+, is a leading provider of entertainment and related consumer services. The company has an expanding ecosystem, underpinned by scalable technologies, and track record now spans almost 40 years. MCG provides video entertainment products and services through its linear and streaming platforms to millions of households across 50 countries on the African continent. Continues to grow by producing and acquiring the best local, sport and international content, offering tiered subscription packages and aggregated streaming services to its customer base. MCG’s superior technology capabilities enable it to continue innovating around distribution, digital, payment solutions and content security to offer the best customer experience across the continent. Reaching up to 100million individuals daily, the MultiChoice Group is using its scale and distribution to expand its platform to include sports betting and interactive entertainment, fin-tech services, household services (focused on internet connectivity with emergency response services) and ed-tech. Irdeto which is MCG’s technology business, provides platform cybersecurity services which protect over 6 billion devices and applications globally for some of the world’s best media and technology brands, as well as clients in the connected industries.

Purpose of the Position:

The Senior Manager: Commercial Operations & Performance Management is accountable for determining and optimising the commercial activities, offers, and customer actions required to drive subscriber growth, retention, ARPU, and net revenue across the PayTV lifecycle in South Africa.

The role owns the commercial decisioning within CVM, including lifecycle commercial strategies, offer and proposition design, forecasting, performance management, and ROI accountability. It ensures that all CVM commercial initiatives are financially sound, scalable, and aligned to business growth objectives, while being operationalised effectively through Customer Engagement and execution teams.

Key Performance Objectives Tasks Customer Value & Strategy Execution

• Execute CVM commercial strategies to drive subscriber growth, customer activity, upgrades, reconnections, ARPU and net revenue within the designated country of operation.
• Develop and maintain a customer analytics and measurement framework to guide optimisation and decision-making.
• Leverage personalisation, behavioural insights and machine learning (in collaboration with the Data Analytics Africa team) to deliver commercial and operational KPIs.
• Identify churn drivers and continuously adapt prevention and retention strategies.
• Translate market, customer and experience data into innovative growth, engagement and retention initiatives.
• Provide business input into CVM capability development, including campaign management, measurement, channel integration and personalisation platforms.
• Provide strategic direction for Next Best Offer frameworks and implementation
• Drive cross-functional collaboration and stakeholder alignment.
• Accountable for defining success metrics tied to business outcomes (revenue, ARPU, growth), and aligning with Africa standards

Operational Delivery & Performance Optimisation

• Own the customer lifecycle framework and deliver growth and retention initiatives that increase customer lifetime value and share of wallet.
• Lead forecasting of subscriber movements, churn, retention volumes and revenue impact.
• Define and oversee execution of commercial initiatives through delivery teams.
• Measure, track and report ROI and effectiveness of CVM initiatives, campaigns and loyalty programmes.
• Embed a test-and-learn culture through experimentation, A/B testing and behavioural science.
• Conduct regular performance reviews, deep dives and ad-hoc analysis to identify ARPU uplift and optimisation opportunities.
• Ensure scalable automation of CVM analytics and reporting through appropriate platforms and teams
• Lead and own the development of annual and quarterly commercial plans aligned to CVM strategic priorities
• Lead the Go to Market planning for operationalising campaigns and offer design

Governance, Processes & Compliance

• Implement, and maintain CVM governance frameworks, policies, and campaign standards aligned to Africa CVM guidelines.
• Ensure all initiatives and campaigns are consistently documented and executed in line with approved processes.
• Enforce adherence to governance, compliance, and operational standards across all CVM initiatives.
• Own and evolve CVM commercial governance frameworks, including:
• Offer approval processes
• Commercial prioritisation frameworks
• Decision rights across CVM
• Ensure standardisation and consistency of commercial practices across all lifecycle initiatives

Budget & Financial Management

• Apply strong commercial and financial acumen in the design of rewards, offers, and engagement programmes.
• Manage departmental budgets for offers to support growth and retention priorities, ensuring spend delivers measurable value.
• Identify and implement cost optimization opportunities without compromising customer experience or revenue.
• Monitor and control communication and campaign costs, ensuring all investment demonstrates clear ROI and value contribution

People Management

• Lead, coach, and manage team members to ensure effective delivery of business objectives.
• Build and develop a high-performing team through clear performance management, continuous coaching, and development.
• Foster a culture of collaboration and knowledge sharing within the team.
• Identify skills and development needs and ensure appropriate training is planned, budgeted, and executed.
• Recruit, interview, and onboard new team members as required.
• Manage leave planning to ensure adequate operational coverage.
• Address performance, disciplinary matters, and grievances in line with HR policies, escalating when required.
• Recognize, motivate, and reward strong performance and contribution

Qualifications

• Postgraduate qualification in Business, Economics, Marketing, Communication, Science, or Mathematics
• MBA or equivalent advantageous

Experience

• Minimum 10 years’ experience in Customer Value Management, with a strong focus on retention within a subscription-based business
• At least 5 years’ people management experience
• Proven experience in:
• Customer lifecycle management
• Customer experience & journey design
• Churn prevention & retention strategies
• Campaign and engagement management
• Experience in retail, services, or subscription environments preferred