Service Implementation Officer

1 week ago

Little Hallingbury, 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.

Overview

The RSM role is an opportunity to lead a dynamic and fast paced team who sell Sky products across the UK and Ireland. We are looking for people who can build, influence and activate plans with the ability to lead a team in order to achieve growth targets.

Individuals need to be motivated to succeed, ambitious and have a passion for working in a sales environment Adaptability to unlock new opportunities whilst supporting their teams to maintain the base via influencing and negotiating is key to the role. Experience and knowledge within hospitality and/or connectivity industries would be advantageous. A passion for sports as well as a sound understanding of CRM systems would be a benefit.

What you'll do:

· Manage effectively your regional team to deliver new business targets whilst also supporting our existing customers from churn.

· Lead the regional team to demonstrate the value-added benefits of our products showcasing the return customers will see on their investment.

· Living within region you will have the pulse of the customer and prospect base with the hospitality sector. Individuals will be able to adapt to the trading environment whilst supporting the HoFS to build quarterly strategic plans.

· Coach the team (remotely and in trade) supporting individual needs and skill gaps to create a positive work culture and a high performing team.

· Manage our CRM (Sales Force) system to build and manage pipeline sales both short and long term.

· Use data to unlock potential opportunities within your region (e.g. compliance, campaigns etc) whilst supporting peers on best practice actions.

· Adapt regional specific plans to unlock new potential growth when necessary to achieve overall targets.

· Build a network amongst partner businesses and internal stakeholders to become a specialist within your region to support your team and their customers. Use data and our bespoke CRM system to ensure you optimally plan your time and deliver on monthly targets.

· Collaborate with our contact centre SCM's to best serve your team, our customers and prospects, delivering the outstanding service levels that our brand demands.

· Proactivity contribute to the building and delivering of the quarterly strategy plans in order to have a robust plan that meets the needs of the business, team and customer.

· Embrace diversity. Our field team, like our customers are diverse and unique individuals. We believe that we will flourish with an inclusive environment where we can share varied opinions.

What you'll bring:

· B2B sector knowledge

o Across multiple licensed and non-licensed sectors (Pubs & Clubs, Hotels, Gyms, sports clubs, offices etc)

· Sales negotiation

o F2F sale negotiation on complex pricing and packaging

§ Unique to each commercial premise

§ Variable vs fixed pricing

§ Multiple agreement types

§ Multiple packaging options (basic packaging plus Add ons)

§ Range of discounts (Food, location, Partnership Discount)

· Accountability for Customer growth AND...

o Acquisition

o Retention

§ Managing both syscan and cuscan churn funnels

· Optimising Revenue and EBITDA

o Complex price negotiation

o ARPU management through software tool kit usage

o Upsell add on products (e.g. Racing pack)

o Cross sell connectivity products (Broadband)

· Product and supply chain management and knowledge

o Managing legacy TV products (SKY HD+) through to new product launches (Sky Q...and soon Stream)

o Cross sell and lead generation of Connectivity

o Understanding of installation and supply chain requirements

o Working with Supply chain teams to optimise installation and subscription growth

· Senior Leadership management

o Articulate Weekly trading update to Director of Hospitality

· Trading and Change management

o Articulate trading updates in detail

o Evidence mitigation plans to achieve Fincial and Customer KPIs

· Partner management

o Building relationships and strategy plans to drive KPIs e.g. Molson Coors, Installation partners etc

· Team management

o Accountability for region performance

o Accountability for eSAT scores and team development

· Strategic planning

o Feed into Quarterly planning cycle

o Identify opportunities to accelerate customer growth

Key Goals and KPI's

· Weekly new business activations target.

· Tasked churn targets

· Software management

· Upsell additional products target.

Our Values:

· Forward thinking and Restless - we are about growth every day and in every way. Always challenging ourselves to work more efficiently and do better for our customers. We embrace change with a smile.

· Be innovative - we're brave in voicing ideas and solutions that are backed up by data and insights. Test and learn is key to smarter decision making.

· Be customer centric - we actively listen and seek feedback from our customers. We focus on innovation's and experience that matter the most to them.

· Be collaborative - we invest time to build relationships based on trust. We collaborate beyond our own teams and learn from others leveraging their knowledge and experience.

· Be Authentic - we act with integrity and respect each other's time and opinion. We meet with purpose listen with an open mind and keep a positive and supportive mindset.

Sky Business

Sky Business is the business-to-business division of Sky. No matter their size or sector, we keep businesses connected and customers entertained with our next generation network and unrivalled sports and entertainment. With an exciting, fast-paced environment, we're looking for exceptional people, who are restless to innovate and build the future, helping Sky Business and our customers to grow. And with the support of a truly trusting and collaborative team, you'll grow alongside our business.

The rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky : the perks . Here's a taster:
  • Sky Q, for the TV you love all in one place
  • The magic of Sky Glass at an exclusive rate
  • A generous pension package
  • Private healthcare
  • Discounted mobile and broadband
  • A wide range of Sky VIP rewards and experiences
Where you'll work:

Your role will be based in your defined region, and you will be supplied with a company vehicle.

This position is covering Territory 4 (South England), selling Sky products into the hospitality sector across this territory.

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. 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.

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