POSITION: Head of Self Service

NATURE OF BUSINESS: Subscriber based Media Company

JOB LOCATION: Johannesburg

SUMMARY OF EXECUTIVE OPPORTUNITY: Assume accountability and responsibility for defining the self-service strategy and assuming responsibility for its delivery, implementation and execution. Optimise and align the company’s Business to Consumer self service processes, platforms and technology around this strategy to reduce walk-in and contact centres costs


Should ideally be between early 30’s to mid 40’s with regard to the minimum years of experience required for the position

Should hold a relevant degree. Post graduate business degree preferable

Should have a minimum of five years’ experience in managing a self-service portfolio and leading a team to delivery, in an environment with leading edge technology

Experience in delivery of self-service strategies and tracking return on investment

Knowledge of self service technologies including digital and telephony platforms

Knowledge of customer experience and user experience measurement


Responsible for the full digital portfolio which includes website, apps, mobi, and other platforms

Define the execution of the self-service strategy and manage its delivery and execution

Develop the self-service user experience and strategy and co-ordinate with key business partners

Manage the interaction design, visual design, user research and analytics of self-service capability

Working closely with the IT and Digital Media delivery and execution teams in order to ensure that the business projects and key deliverables are executed on time within budget and in alignment with the key business drivers



    Note: Should you be interviewed by Woodburn Mann you will be asked to sign a consent form to permit us to verify your qualifications. Scanned copies of your degrees and diplomas may be asked for and can be sent to us when sending us your educational and career details.