Job Description
"Loyalty Change offer the best service in the country to Sky’s customers and give them outstanding value from Sky’s products. This is an exciting opportunity to join the team and lead our Osterley Site and Upgrades Team in the vital role they play!"
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Director of Sales Operations
Team Overview
Join Sky's
Loyalty Change team at our Osterley site and play a pivotal role in driving outstanding customer service and value through our product offerings. This is a vital opportunity to lead the Upgrades Team and deliver exceptional performance in a high-paced, customer-focused environment.
What You’ll Do
- Performance Management: Inspire, coach, and drive the performance of the Loyalty Change Team to meet and exceed all key metrics, while managing underperformance in line with company policies.
- Strategic Leadership: Design, develop, and implement sales strategies for both site and campaign performance. Ensure that resource and budget forecasts are aligned to achieve business objectives.
- Lead Change Projects: Take ownership of leading and delivering large-scale, transformational change projects. Drive employee engagement throughout these changes to maintain a motivated, high-performing team.
- People Leadership: Demonstrate Sky Values and Sky Leadership behaviours, influencing your team’s actions and mindset. Manage the employee lifecycle, ensuring accountability for all people-related activities.
- Development and Succession Planning: Create and maintain a transparent, department-wide development and succession plan to ensure long-term sustainability and talent growth.
What You’ll Bring
- Proven People Management: Demonstrated experience motivating, empowering, and coaching large teams while managing underperformance effectively.
- Strategic Delivery: Experience in developing and implementing operational business strategies that facilitate significant change and continuous improvement.
- Capability Building: Expertise in raising team capability and building a sustainable platform for ongoing improvement.
- Contact Centre Leadership: Proven track record of leading sizeable teams in a contact centre environment, operating extended hours, 365 days a year.
- KPI and Cost Model Expertise: In-depth knowledge of contact centre KPIs and cost models, with hands-on experience managing performance toward these metrics.
- Operational Resilience: Ability to manage a fast-paced operation while identifying opportunities for expansion and improvement.
- Partner Site and Matrix Management: Strong experience in managing partner sites and relationships, with a clear understanding of matrix management.
Customer Service Group
We enable our people to offer the best service in the country by creating epic experiences. Creating communication and learning experiences to support the most important customer and colleague moments across CSG. Most of all, we are an excitable bunch of creative people with specialist skills in five key areas; planning, idea generation, creative development, experiential and events.
Benefits
There's a reason people can't stop talking about . 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
- Hybrid, flexible working
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.
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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.