Head of Sales Operations

2 weeks ago

Derby, United Kingdom Sky Full time

Want to do the best work of your life? With 24 million customers in 6 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.

"Loyalty Stay offer the best service in the country to Sky’s customers and give them outstanding value from Sky’s products when they are looking to review their household spend. This is an exciting opportunity to join the team and lead our Partner Sites in the vital role they play" - Director of Sales Operations

What you'll do:

- Drive the performance of our Loyalty Stay Partner Sites by inspiring and coaching people to deliver great performance across all metrics and managing under performance in line with company policy.
- Design, develop and implement the sales retention strategy. Creating and implementing site-based performance strategies ensuring resource and budget forecasts are met
- Lead strategic projects to enable transformational change
- Lead by example in demonstrating Sky Values and Sky Leadership behaviours, influencing the behaviour of others
- Develop a department wide transparent development and succession plan

What you'll bring:

- Strong People Manager with a proven ability to motivate, empower, coach and manage under performance effectively
- Experience in developing and successfully delivering an operational business strategy which facilitates effective change and improvements.
- Understanding how to raise capability within a team and build a sustainable platform for continued improvement.
- Proven experience in leading sizeable teams operating extended days, 365 days a year in a contact centre environment.
- Knowledge and understanding of contact centre KPI’s and cost models with demonstrable experience of managing towards.
- Proven ability in managing an operation at pace, whilst remaining resilient and looking upwards and outwards for opportunities to expand and improve the operation
- Knowledge and understanding of managing Partner Sites & Relationships with experience of Matrix Management.

Customer Service Group

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.

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:
You can be based in any UK site, but will be required to travel to other UK sites monthly, and to India quarterly.

Inclusion:
We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.

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

Why wait?

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

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