Head of Customer Billing Success

3 days ago


Osterley, United Kingdom Sky Full time

Our Global Streaming team is the core engine that creates streaming products which delight customers around the world, from sub-Saharan Africa to the streets of New York: we work closely with our design, technology, and business teams to create unforgettable experiences for our customers. We’re the problem solvers who find smarter and simpler ways to connect customers to more of what they love. We are currently building a Global Streaming Product team, who will steer our core global product to service the business needs of each proposition (Peacock, NOW, Sky Showtime and Showmax). As we move to a new era for our platform we seek to bring consistency in our customer’s service & compliance journeys, so that our Product team is able to execute standardised, repeatable integrations to reduce time to market and deliver support faster to our customers.

The Role

As our Head of Customer Billing Success, you’ll work within our Global Streaming Platform team and lead a team of payment analysts and managers focused on billing/payments success, involuntary churn and fraud.

Specific responsibilities include:
- Mentor and lead a growing team of payments/fraud analysts and managers through ambiguous circumstances and fast paced deliverables — providing strategic direction, thought leadership, and idea inspiration- Monitor payments industry trends, conduct competitive analysis, and identify opportunities for payment success and fraud optimization- Manage third-party payment processor relationships for commercial needs, performance tracking, and to identify areas for development and optimization- Partner with Legal to lead negotiations for payment related vendor contracts — both new and renewals- Maintain a deep understanding of our customers throughout their payment lifecycle to optimize churn metrics and reduce transaction failures- Partner with Commerce Product, Finance and Tech teams to align objectives to meet business needs and contribute to GSP roadmap- Remain current with governmental and industry regulations and standards that affect payments and payment methods- Improve operational flows across the payments ecosystem- Create a culture of support, honesty and transparency

What you'll bring:
Essential- Strong data analysis skills and ability to effectively synthesize data analysis and insights into an understandable narrative- Ability to navigate complexity, thrive in ambiguity and remain adaptable- Excellent listening, collaboration and facilitation skills with an ability to develop and maintain solid, enduring relationships- Ability to inspire and coach teams- Clear, succinct communication and comprehensive documentation skills- Ability to work cross-functionally with both internal and external stakeholders at all levels- Ability to prioritize multiple business requests- Self-motivated, resourceful, detail-oriented and well-organized- Ability to problem-solve and think orthogonally- Minimum 5-7 years relevant experience in payments, banking, transactions or related field- Minimum 2 years of team management experience required- Experience with payment processors, monitoring tools and reporting

Desirable- Familiarity with BI technologies (Including Tableau, Microsoft Power BI, etc.) a plus- Experience with OTT streaming or other digital subscription products a plus- Localized understanding of fraud risks and payment success trends and regulations within African, UK and EU territories a plus- Experience with global payments and international credit card schemes a plus- Experience working with a product development team a plus

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 base: Osterley

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



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