JOB ADS | AdOps specialist; customer service agent (national); DevOps manager

Here's your chance to join the team at one of SA's most innovative publishers

Hill on Empire, the Arena Holdings headquarters in Parktown, Johannesburg.
Hill on Empire, the Arena Holdings headquarters in Parktown, Johannesburg.
Image: Supplied

Senior ad operations specialist

Reporting to: Head of digital

Department: Digital 

Location: Johannesburg (negotiable)

Position overview

Arena Holdings has an exciting opportunity for an ad-operations specialist to join the digital division of one of the largest and fastest-growing media houses in South Africa. The role entails the implementation and management of client advertising campaigns across a range of network websites, mobile sites, email products and applications. This includes day-to-day communication with sales teams, clients and other internal parties, and providing support to the sales manager.

Main responsibilities 

  • Work closely with the sales team, editorial teams, the development team, senior management, vendors and suppliers to help carry out all digital advertising needs of the business.
  • Manage a small team of campaign managers to deliver on client advertising requirements.
  • Monitor campaign activity and assist sales team with recommendations and optimisations as required.
  • Constantly monitor team performance and ad-ops processes, and implement changes to streamline as needed.
  • Work closely with the sales, development and editorial teams to carry out research, development, testing and launches of new creative products and custom solutions.
  • Overall management of ad trafficking, ad creation, QA, and reporting, and providing support to the sales team as needed in this regard.
  • Provide email and telephonic technical support to the ad-ops team and clients when required.
  • Regularly meet clients to facilitate smooth communication, foster relationships and tackle issues or concerns.
  • Stay abreast of industry trends and news, and provide technical and product training and knowledge-sharing sessions to the ad-ops and sales teams when required.

Required skills, attributes and attitudes 

  • At least four years’ experience in a senior ad-ops position with a publisher or tech vendor.
  • At least four years’ experience with known ad-serving tools, servers and technologies, such as Doubleclick, Open X, Sizmek, Everlytic etc.
  • Knowledge of website analytics using analytics tools such as Google Analytics and Narratiive.
  • A thorough understanding of the digital marketing ecosystem and technologies that play a part in it.
  • Sound knowledge of online advertising troubleshooting procedures, website debugging and debugging tools such as Firebug, Charles, Fiddler etc.
  • Knowledge of Flash, HTML (essential), CSS, JavaScript (advantageous) and other programming languages (advantageous).
  • An eye for detail and excellent analytical and troubleshooting skills.
  • A good technical aptitude and ability to make simple deductions from complex technical problems.
  • Superior time management and prioritisation skills.
  • Good project management and multitasking skills.
  • Excellent client service skills and a strong sense of business acumen.
  • Excellent verbal and written communication skills.
  • A passion for client service, advertising, online marketing and technology.

Skills that would be an advantage

  • Sales management/CRM tools
  • Newspaper/newsroom/editorial processes
  • Programmatic buying and selling
  • Passback strategies
  • Native advertising
  • Data management
  • Email marketing
  • Audience and behavioural targeting
  • Billing procedures
  • Website development and development cycles
  • Content management systems
  • Rich media creative and video
  • Knowledge of design and editing programs such as Photoshop, GIMP, Snagit.

Qualified applicants may submit their CV and a short cover letter to Riaan Wolmarans, head of digital, at wolmaransr@arena.africa.

Closing date: December 31 2020

Arena Holdings is an equal opportunity employer. Preference will be given to candidates who will add to the diversity of our organisation. Kindly take note that if we do not respond to you in the next two months, you may regard your application as unsuccessful.


Customer service agent: national

Reporting to: Customer service supervisor: national

Department: Circulation

Position type: Permanent

Location: Can be based in Johannesburg or coastal offices; also work from home

Position overview

Arena Holdings, the publisher of some of SA’s biggest news publications, including TimesLIVE, the Sunday Times, Sowetan and Business Day, is looking for a customer service agent (national) to:

  • manage his/her allocated tasks as part of the national customer contact centre;
  • handle all calls, emails, SMSs, WhatsApp messages and any other incoming or outgoing channel allocated to him/her;
  • ensure exceptional customer service for each interaction; and
  • contribute to team performance to agreed customer service SLAs.

Main responsibilities 

  • Receiving and responding to all inbound calls, emails, SMSs and other comms in a professional manner reflecting the following:
    • Status of the brand.
    • Telephone etiquette as per company requirements.
    • Respond to a minimum of 200 calls/emails/SMSs per day while answering calls within 25 seconds during the week and 19 seconds on the weekend.
    • Hold time limited to one minute.
    • Wrap-up time limited to 30 seconds.
    • Calls handled within a maximum of five minutes.
    • Abandoned calls limited to a maximum of 2% of all calls taken.
    • Logged as per agreed timeframes.
  • Communicating in a professional and positive with co-workers, subscribers, SAMs and distributors on a daily basis.
  • Accurately implementing all new promotions timeously.
  • Resolving all queries in a professional and timeous manner and escalating according to procedure when required.
  • Ensuring to use correct price lists and data at all times.
  • Sound knowledge and basic understanding of content of all publications distributed by Arena Holdings, delivery days thereof, and publishing and non-publishing dates.

Requirements

  • For work-from-home arrangements, must be able to access stable fast internet and backup power.
  • Subscription system knowledge (knowledge of our inhouse Paradise system would be a bonus).
  • Local geographical knowledge is advantageous (ie roads, municipalities and area).
  • Interpersonal communication and relationship building.
  • Matric.
  • Position entails a 45-hour working week, working shifts between Monday and Sunday depending on specific job requirements.
  • Business closes between Christmas and New Year and employees are required to take leave (unless on the skeleton staff roster).

Skills, attributes and attitudes 

  • Excellent interpersonal and written communication.
  • Able to work remotely without close supervision.
  • Good time management.
  • Attention to detail.
  • Follows through each issue to completion.
  • Analytical skills.
  • Computer literacy.
  • Deadline driven.
  • Team orientated.
  • Organised.

Qualified applicants may submit their CV to mediarecruitment@arena.africa.

Closing date: January 20 2021

Arena Holdings is an equal opportunity employer. Preference will be given to candidates who will add to the diversity of our organisation. Kindly take note that if we do not respond to you in the next two months, you may regard your application as unsuccessful.


DevOps manager

Reporting to: Chief information officer

Department: Information technology 

Location: Parktown, Johannesburg (negotiable)

Position overview

Arena Holdings, the publisher of some of SA’s biggest digital news platforms, including TimesLIVE, BusinessLIVE and SowetanLIVE, is looking for a DevOps manager who can tackle the company’s toughest technical problems and drives technical excellence at all levels, working with senior managers to support execution of the company’s vision.

Main responsibilities 

  • Assign and monitor work of technical personnel, ensuring that application development and deployment is done in the best possible way, and implement quality control and review systems throughout the development and deployment processes,
  • Display technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical business solutions.
  • Exercise broadly delegated authority for planning, directing, coordinating, administering and executing both routine and complex technical elements of technical operations.
  • Manage analysis and approval of new code through security and review gates that you will design and develop for feature-complete software. Be an advocate for security and functionality standards in the organisation.
  • Work within IT, cross-functionally and with vendors, to successfully identify, prioritise and resolve issues and provide subject matter expertise for enhancements, developments, and operational improvements to digital applications.
  • Be responsible for introduction of supporting tools to enhance system functionality.
  • Be responsible for the development of standards and processes for operations that proactively prevent problems from occurring.
  • Work with the head of IT/CIO to establish standards and best practice for managing applications, internal tools and the necessary contingency plans.
  • Ensure delivery of individual and team projects allocated within delivery times.

Skills, attributes and attitudes 

  • Maintain issue tracking and documentation systems and provide reporting that ensures proper tracking and visibility of issues and projects.
  • Identify technical and process improvement opportunities and socialise/advocate to get them implemented.
  • Possess expert technical understanding of the intersection of development and operations, monitoring and management tools, and deployment processes and tools.
  • Display technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions.
  • Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group of developers, product owners and subject matter experts.
  • Resolve conflicts by demonstrating leadership and appropriate decision-making competencies.

Qualifications and experience

  • Five or more years of DevOps manager or related experience with gradually increasing responsibilities and a demonstrated understanding of system development and technical quality control processes, artefacts and tools.
  • A track record as a coach, mentor and developer of talent.
  • An ability to drive to big-picture goals and milestones while valuing and maintaining a strong attention to detail.
  • Ability in people management, strategic planning, risk management, change management and project management.
  • Experience working with quality management approaches, techniques and principles.
  • Full understanding of software development lifecycle best practice.

Qualified applicants may submit their CV to mediarecruitment@arena.africa.

Closing date: January 31 2021

Arena Holdings is an equal opportunity employer. Preference will be given to candidates who will add to the diversity of our organisation. Kindly take note that if we do not respond to you in the next two months, you may regard your application as unsuccessful.


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