Customer Experience Manager

2 weeks ago

London, Greater London, United Kingdom Sky UK Limited Full time

Want to do the best work of your life? 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.

This is an exciting opportunity to join the VIP Partnerships team. The Customer Experience Manager will be responsible for ensuring customers visiting a Sky VIP lounge have an amazing experience when they go to see the entertainment they love. This role sits within the Marketing and Experiences Dept.

What you'll do:

  • Build strong stakeholder relationshipswith the Sky VIP lounge venues (both the Partnerships and Operations teams) to ensure a premium experience for Sky customers, as well as maximizing the venue partnerships for Sky. Current lounge venues are located in Leeds, Birmingham, Wembley and Belfast, with Manchester and Glasgow opening soon.
  • Responsible for the customer journey for each Sky VIP lounge, including the staffing strategy to deliver this. This includes the development of a standard operating procedure (SoP) for each venue and weekly business as usual (BAU) onsite schedules to ensure a seamless event experience for both customers and the staff on the ground (both venue and lounges team). The ongoing management of staff briefings and uniforms to train and develop staff to be brand ambassadors for Sky.
  • The setting up and ongoing management of customer activations in the loungessuch as treatments (glitter / face painting, nail art, hand and arm massages), merchandise and themed playlists, ensuring all documentation and licensing is in place, to provide an elevated customer experience, driving positive brand sentiment.
  • Ongoing management of food and beverage (F&B) in the lounges including: menu curation; menu design; pricing agreement and future price changes; print; tasting; briefing of F&B staff (venue); responding to customer feedback; updating menus; tailoring for special events.
  • Oversee the lounges environment ongoing, monitoring wear and tear, to ensure they remain the most prestigious spaces in the arenas. This includes managing the relevant agencies and contractors to maintain the lounges.

What you'll bring:

  • A proven track record in event operations.
  • The willingness and ability to travel to the 6 different lounge locations (Leeds, Birmingham, Belfast, Manchester, Glasgow and Wembley) once a quarter as a minimum, with the addition of some adhoc evenings and weekend visits for event activations (lieu days offered). Flexibility required.
  • An enthusiastic team player, with a passion for great work and strong attention to detail
  • The ability to grow and maintain fantastic relationships both internally and externally, with excellent communication skills.
  • Strongorganisationalskills with the ability to manage multiple venues and stakeholders at the same time.
  • A desire to develop the best solutions for customers and maximise the lounge partnerships through challenging the status quo and constantly striving to learn andimprove on previous results.

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
  • Access a wide range of exclusive Sky VIP rewards and experiences

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Your office base:

Osterley:

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, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, 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:

At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

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.

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.

#J-18808-Ljbffr

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