Latest & Most Recent Projects
Designation: CVM Campaign & Marketing Technology Lead
Project Name: CVM Operating Model – Multichoice Africa Limited [MAL]
Project Description:
MAL needed a –
i) A new campaign governance model, with specific focus on how the CVM commercial team interacts with the technical support unit (called OST, “Offer Service Tower”) and how the latter is organized.
ii) A new Go-to-Market model, which insisted on the need to simplify activities in the short term, to prioritize service for the largest markets, and to pursue only certain high-value activities across the customer lifecycle
The deliverable, was to get MAL to a point whereby the i) The new customer value management execution process, ii) The new governance model and iii) The new Go-To-Market model are followed in the daily operation of the CVM machine.
Duties and Responsibilities:
I was tasked with assessing MAL’s marketing & data technology landscape at a granular functional level to ensure that the new processes of CVM execution can be adequately met and design a customer intelligence framework supported by an end-to-end functional tool and/or technology stack.
Finalising a pre-pilot To-Be CVM technical requirements specification
Conduct one-on-one stakeholder interviews with MAL technology stakeholders
Conduct one-on-one stakeholder interviews with MAL procurement
Finalise E2E CVM tool business requirements for executing and monitoring campaigns
Consult EBS to ensure alignment of E2E CVM tool strategic and business requirements to overall IT strategy
Document requirements of CVM tool for procurement purposes.
Define workstream plan for CVM technology
Set-up feasible To-Be State technical platform
Define CVM technical implementation programme phases, milestones and deliverables
Assess similarity between designed To-Be State for CVM technical and feedback from one-on-one stakeholder interviews
Conduct workshops with MAL technical stakeholders
Finalise pre-pilot To-Be CVM Technical requirements
Designation: Digital Customer Analytics Lead
Project Name: DSTV Now Design Sprint – Multichoice S.A
Project Description:
The proposition was that, 3 Accenture Subject Matter Experts (across the domains of Service Design, Analytics and Content) to integrate with the DDM team for a period of two weeks, to work alongside its team members. Conscious of the short timeframe and constraints, to add meaningful impact, however, the team was entrusted to be able to provide sufficiently useful insights and recommendations in order to build a compelling value case to help the DDM team execute on the findings beyond the initial two weeks.
Duties and Responsibilities:
I was tasked with answering and finding solutions to the following problem statements – “what models are needed to create opportunities for up-sell and cross- sell?” “What key data insights will be needed to create more opportunities for sales within DSTV Now?” “ What are the moments that exist for selling from within DSTV Now?” And thereafter, the design of embedded upsell/cross-sell moments & campaign design for upsell/cross-sell, execution of campaign management – to deliver more monetised value within DSTV Now.
Identify the upsell and cross-sell moments
Identify offering vs content pairing moments
Identify campaign models options
Designation: Digital Marketing & Customer Analytics Lead
Project Name: Digital Unified Customer - Edcon
Project Description:
Duties and Responsibilities:
I was tasked with assessing, Edcon’s eCommerce team’s, capability within their business, digital marketing and digital commerce streams – primarily around eCommerce data-driven capability – segmentation, hyper-personalization and digital channels optimization in driving traffic to their eCommerce asset – and assess whether a clear strategy for Digital Commerce is in place and if digital commerce is profitable, if no, what are the root causes…
Digital Marketing Stream:
How do digital marketing and digital commerce teams collaborate? and looking at the inefficiencies of their digital funnel – prospecting, acquisition, sales, loyalty, etc. Assessing how the following digital marketing channels – social, digital media, search, email marketing, are supporting their digital ecommerce strategy. Evaluate the effectiveness of their tracking of digital marketing success measurement. Also looking at how they collect data online and how do they use this data for remarketing, targeting, CRM and loyalty. How is this data currently stored and managed, How do they plan budgets for digital marketing activities? What types of content do they produce and how do they disseminate and optimize the content. Assessing their digital marketing technology stack – content, loyalty, data, digital assets management, etc and the supporting digital marketing technology architecture. Looking at their, average cost of acquiring a consumer via digital marketing, also looking at their KPI framework and analytics dashboard that is currently used for tracking digital marketing.
Digital eCommerce Stream:
I was evaluating how do they manage their product catalog updates, do A/B tests and assessing their digital commerce technology stack – commerce, storefront, content, loyalty, data, digital assets management, PIM, etc. As well as their digital commerce technology architecture as is - troubleshooting what challenges exists in their digital commerce technology stack. Also looked at whether their digital commerce platform is optimized for mobile, How do they manage inventory, please share a process diagram. How do they manage fulfilment and analytics dashboard that is currently used for tracking digital commerce: CAC, CR, SCA, AOV, CCR, CPM etc.