Base Management Commercial Lead

Want to do the best work of your life? With 24 million customers in 7 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. 

Sky is transforming how we manage and serve our existing customer base, using advanced analytics, AI and strategic partners to create better experiences and stronger commercial outcomes.

This role plays a pivotal part in that transformation. You will lead how AI‑enabled capabilities and external partners are used across our customer base – ensuring they deliver real value at scale, are commercially sound, and are embedded into how Sky operates day‑to‑day.

This is a senior, visible role for someone who can bridge commercial strategy, data‑led decisioning and operational execution, turning sophisticated capability into simple, effective customer outcomes.

What you’ll do:

• Own the commercial strategy for AI‑enabled capabilities used to manage and retain Sky’s existing customers,
• Lead relationships with external technology and AI partners, ensuring Sky maximises value from these partnerships,
• Shape how partner solutions evolve and scale, aligned to Sky’s broader customer and commercial strategy,
• Identify and prioritise high‑impact AI use cases across customer journeys (e.g. retention, recontracting, service‑led interactions),
• Turn advanced insight and modelling into clear, executable actions that frontline teams and channels can use,
• Ensure AI supports better decision‑making, not added complexity,
• Own business cases, benefits tracking and performance measurement for AI‑driven initiatives,
• Balance customer experience, commercial value and operational efficiency,
• Provide clear recommendations on where to invest, evolve or stop initiatives,
• Move AI and partner solutions from “projects” into embedded business‑as‑usual capability,
• Work closely with operational, digital, marketing and analytics teams to land changes at pace,
• Build confidence, understanding and trust in AI‑supported decisioning across the organisation,
• Act as a senior commercial voice on AI and partner capability across Sky,
• Influence stakeholders across Customer Management, Operations, Technology, Product and Finance,
• Represent the customer base in wider Sky discussions on AI, automation and future capability.

What You'll Bring: 

• Proven experience in customer value management, retention, or base management in a complex organisation,
• Strong track record of delivering outcomes through data, analytics or AI‑enabled capability,
• Experience leading or influencing work delivered with external partners or vendors,
• Commercially confident, with experience building and owning business cases,
• Experience working with AI, and a passion for learning and driving AI,

• Comfortable operating in ambiguity and turning complexity into clarity,
• Credible with both technical and non‑technical stakeholders,
• Calm, confident communicator who can influence without formal authority.

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 best-in-class 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 outstanding 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: 

Osterley 

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers. 

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon. 

Inclusion: 

At Sky we don’t just look at your CV. We’re more passionate about 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. 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.

Please note: We reserve the right to close this advertisement at any time once we have received a sufficient number of applications.