Digital Customer Experience Manager - Sky VIP

This is an exciting opportunity for a driven, creative and dynamic individual, who is passionate about bringing to life our loyalty strategies, propositions, rewards and experiences for our customers. The Customer Experience Manager will own the connected customer experience for our VIP Loyalty Programme across key digital touchpoints: MySky App, Sky.com & the Sky UI (Q, Glass). You will contribute to the next evolution of Sky VIP by developing and implementing initiatives that expand and improve the existing program, requiring collaboration across multiple teams both internal and external. The role sits within the Marketing & Experiences team, which consists of three key pillars; Marketing, Experiences & Partnerships.

What you'll do:

• Own our Digital ecosystem look and feel – responsible for merchandising, management and creative output of all Digital touchpoints.

• Owner of all journeys in our Digital space, across our propositions and the way we show up for different customer cohorts. Working closely with Props Managers to define journey requirements for new propositions.

• Own all asks into quarterly digital planning that will enhance and improve our Digital space, leading working groups to take agreed outputs through to delivery. In doing so, own the relationship with our Digital product owner. This covers new and existing capability.

• Be the strategic owner for CX across the MySky App, .com and UI. Driving the agenda on the customer experience of VIP in these spaces.

• Own the A/B testing plan for Digital, working collaboratively with the team to understand what opportunities may arise to learn via testing.

• Chair weekly calls with our agency, working with them on their Digital capability and implementation roadmap.

What you'll bring:

• An enthusiastic team player, with a passion for great work​ and with the ability to grow and maintain fantastic relationships both internally and externally​.

• A customer centric mindset with a keen eye for detail, able to simplify the complex and bring journeys, strategies and propositions to life for customers, constantly generating new ideas or proposals to better improve the experience for customers and meet our end goals.

• Strong commercial and numerical skills, able to utilise data and insights to inform strategy and make recommendations, constantly striving to learn and improve on previous results.

• Strong organisational skills and adaptable to changing business priorities, thriving in a fast-paced environment, with the ability to prioritise effectively and proactively drive work across multiple projects/deliverables​.

• Credible and able to present and work to senior leadership team at Sky, with excellent presentation skills and ability to articulate views clearly.

• Ideally, previous experience in customer experience, digital or loyalty.

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:

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 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.

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.