Strategic Procurement Expert for Sky's Customer Experience

1 month ago

Stanmore, Greater London, United Kingdom SKY Full time

At SKY, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Strategic Procurement Expert, you'll play a critical role in ensuring the success of our customer service estate.

The job

About the Job

This is an exciting opportunity to join our Corporate and Business Procurement team as a Strategic Procurement Expert. You'll be responsible for leading the procurement process for our customer service estate, working closely with CSG (Customer Services Group) to execute third-party savings initiatives in 2024 and establish a pipeline for 2025 that supports the strategic direction of SKY.

You'll report into the Group Head of CSG (Customer Service Group) Procurement and work collaboratively with the Senior Procurement Manager for CSG. This is a key role within the Enterprise Procurement function, which reports into Comcast.

Main Responsibilities
  • Facilitate vendor selection for the Sky welcome customer service estate in 2024/25, working closely with CSG and Procurement to ensure successful delivery.
  • Develop and implement RFP documentation that meets business requirements and outcomes.
  • Formulate commercial options from vendors, leveraging best practices to incentivize customer delivery, operational performance, and efficiency.
  • Lead contractual negotiations and completion with selected vendors, subject to CSG acceptance and business case evaluation.
  • Evaluate KPIs, incentive-based models, customer NPS measures, and other relevant metrics to inform contract completion decisions.
  • Define governance and vendor management approaches to ensure successful delivery, collaborating with CSG and Procurement leadership.
Requirements

To succeed in this role, you'll need:

  • Procurement experience in outsourcing and customer contact center environments.
  • Knowledge of vendor management and ability to partner with stakeholders to drive innovation and customer-centric outcomes.
  • Experience working in a global/papan-European function, managing varying demands and needs within a single project.
  • Highly motivated professional with a proactive approach.
  • Excellent relationship-building and management skills.
  • Excellent negotiating and commercial acumen.
  • Excellent organizational and presentational skills.
  • Excellent prioritization and project management skills.
  • Excellent decision-making on complex issues.
  • Creative thinking, initiative, and enthusiasm for finding new sourcing approaches.
  • Ability to manage multiple projects and associated expectations.
What We Offer

We offer a competitive salary of £60,000 - £80,000 per annum, depending on experience, plus a range of benefits including:

  • Sky Q TV package.
  • Exclusive rate for Sky Glass.
  • Generous pension package.
  • Private healthcare.
  • Discounted mobile and broadband.
  • Range of Sky VIP rewards and experiences.

We're committed to creating an inclusive workplace where everyone can thrive. We take pride in our approach to diversity and inclusion, investing in society and setting ambitious targets for representation at SKY. Join us and be part of a dynamic team that's shaping the future of entertainment and media.

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