Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

Working in the Voice Trading team, within Sky’s Customer Growth function, is an opportunity to join a team that has been described as the ‘beating heart’ of our business. We work hand in hand with our front-line contact centre agents, sit horizontally across all of our Product P&L ‘verticals’, and have accountability for creating and executing our trading strategy. When we asked our team what they loved about working in Voice Trading, they said the pace, customer closeness, exposure to a plethora of stakeholders at all levels of seniority across the business, the mix of tactical and strategic work and the camaraderie within the team. Voice Trading provides you with a great foundation to springboard from in the organisation; learning about all of Sky’s products, building a deep understanding of our customers and being part of strategic transformation projects.

What you’ll do:

As Trading Lead for Loyalty Optimisation, you will be responsible for delivering in quarter performance analysis and optimisation initiatives across Loyalty Change and Stay. Bringing together for the first time an overall view of performance across our customer contact centres. You will need to understand all commercial KPIs across both areas to optimise performance and make recommendations to optimise customer & P&L performance.

You will have one direct report and will be a strong collaborator with the Contact Centre operations, Trading teams, Customer Service Group and Finance.

– Deliver consistent, quality analysis daily / weekly across Loyalty to understand factors that positively and negatively impact in quarter P&L performance; working closely with Commercial and Trading Performance teams to ensure delivery of appropriate recovery or improvement plans.

– Own in quarter metrics across Loyalty such as Overall Churn performance, Transfer to Turnaround, CPS, Offer Use Management, Call Mix optimisation, etc to optimise best possible outcome for business and for our customers working closely with Head of Trading for Loyalty Change and Stay.

– Own execution of retention strategy across Loyalty estate while consistently looking for new innovate ways for us to further optimise Loyalty and help inform future strategies by understanding all financial and operational metrics.

– Design and implement report suite which allows key metrics to be tracked weekly across Loyalty to allow weekly review sessions between Base Management, Trading Performance and Finance on key Optimisation metrics

– Build strong relationships with stakeholders across the matrix based on collaboration, trust and delivery

– Live and breathe Sky values and behaviours, inspiring and motivating your team, ensuring they are properly coached and performance managed

What you’ll bring:

– Deep understanding of data with the ability to link quantity and qualitative inputs to produce actionable insights and recommendations.

– Have a proven track record of innovation and problem solving to identify solutions to business problems.

– Excellent numeracy skills along with technical skills including excel/database/modelling; with the ability to manage and maintain large and complex data in a variety of formats to build actionable plans – spreadsheets, templates and trackers

– Credible communicator and able to present work to the Head of Trading and Director levels, with excellent presentation skills (written and verbal). Ability to link quantity and qualitive inputs to create meaningful storytelling in PowerPoint with a clear layout that conveys a concise story.

– Tireless and results driven mentality, able to continually critique and optimise performance with a positive mind-set. In a high profile, pressurised environment

– Able to work across a matrix organisation with Base Management, Trading Performance, Finance and CSG support teams to ensure the Sky leadership team makes informed and timely trading decisions

– Proven motivational leader – resilient and positive, able to inspire and lead a high performing team

The rewards:

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

– Sky Q, for the TV you love all in one place

– A generous pension package

– Private healthcare

– Discounted mobile and broadband

Where you’ll work:

Our Osterley campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Chiswick Park, Gunnersbury, Acton Town and Ealing Broadway tube stations. There’s also plenty of parking, bike shelters and showers.

On campus you’ll find six subsidised restaurants and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

Inclusion:

Recognised as an ‘Inclusive Top 50 Employer’ and a ‘Times Top 50 Employer for Women’, we’re working hard to ensure we’re a truly inclusive place to work. This means we don’t just look at your CV. We’re more focused on who you are and the potential you’ll bring to Sky. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.