Commercial Strategy Manager (Retention & Base Management)

Sky; Hounslow; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Free Sky TV

Pension up to 9%

Private healthcare

Dental insurance

Product discounts

Sharesave & Tech schemes

Sky VIP rewards

Job summary

Sky is seeking a Commercial Manager to support the development and delivery of our broadband base strategy, protecting and growing the customer base while reducing churn. You will own strategic initiatives from insight and sizing through to business case, delivery and performance review.

You will lead cross-functional workstreams, translate priorities into actionable plans, and ensure customer, legal and compliance considerations are integrated into delivery.

Qualifications

• Strong demonstrable experience taking commercial or strategic initiatives from problem/opportunity identification to recommendation and action.
• Experience using data to assess value and build business cases.
• Proven ability to lead a project from idea to delivery with multiple teams.
• Experience influencing multiple stakeholders across functions.

Responsibilities

• Own and deliver strategic broadband base and retention projects with clear workplans and measurable outcomes.
• Use customer insight, performance data and financial analysis to identify opportunities and build business cases.
• Lead cross-functional workstreams addressing churn drivers and lifecycle management.
• Develop initiatives to move customers to the right product, speed, technology and pricing.
• Coordinate strategy through execution, manage risks and dependencies, ensure compliance in delivery.
• Create materials for senior forums and evaluate post-launch performance to drive future decisions.

Skills

Commercial strategy

Base management

Retention

Pricing

Customer lifecycle

Project leadership

Job description

We don't just believe in better. We make it happen.Better content. Better products. And better careers.Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, Sky Stream to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky.

Role/Team overview

This is a brilliant opportunity to join our Broadband Base Management & Retention team at a pivotal point in our strategy. As a Commercial Manager, you'll support the development and delivery of the commercial strategy that protects and grows Sky's Broadband base, improves customer outcomes and reduces churn. You'll own strategic projects from insight and opportunity sizing through to business case, delivery and performance review.

What you'll do

• Own and deliver strategic Broadband base and retention projects, translating priorities into clear workplans, decisions and measurable customer and commercial outcomes.
• Use customer insight, performance data, competitor context and financial analysis to identify opportunities, diagnose issues and develop clear recommendations and business cases.
• Lead workstreams that address structural drivers of churn and improve lifecycle management (eg. homemove, early termination charges).
• Develop and deliver initiatives that move customers to the right product, speed, technology and pricing (e.g. legacy migrations, FTTP migrations, faster-speed upgrades).
• Drive projects from strategy through to execution, coordinating cross-functional teams, managing risks and dependencies, and ensuring customer, operational, legal and compliance considerations are built into delivery.
• Create clear, concise materials for senior forums and provide robust post-launch evaluation, turning performance and learnings into actions that improve future decisions.

What you'll bring

• Strong demonstrable experience of taking commercial or strategic initiatives from problem/opportunity identification through to recommendation and action, with clear evidence of the commercial or customer outcome achieved.
• Strong experience using customer, commercial and/or financial data to assess the potential value of opportunities, build business cases or evaluate performance. Able to explain the assumptions used, key measures considered and how analysis influenced a decision.
• Proven experience of leading a project or workstream from idea through to delivery, coordinating multiple teams and managing milestones, risks, dependencies and competing priorities.
• Evidence of working across multiple business functions and different levels of seniority, including influencing decisions where stakeholders had different priorities or viewpoints.
• Able to provide examples of decisions where they have had to balance customer outcomes, commercial value, operational feasibility and/or financial impact, and explain how they reached their recommendation.
• Demonstrable track record of delivering work to agreed milestones or deadlines, identifying issues early and taking action to keep delivery on track in a changing environment.

Desirable skills and experience:

• Experience in commercial strategy, base management, retention, pricing, propositions, trading or customer lifecycle management.
• Experience of telecommunications, subscription businesses or another environment with large customer bases and recurring revenue.

Benefits and perks

• Free Sky TV or NOW package, including Sky Sports and Sky Cinema
• Pension package with up to 9% employer contribution
• Private healthcare with mental health support
• Aviva Digital GP and dental insurance
• Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
• Sharesave and Tech schemes
• A range of Sky VIP rewards and experiences

How you'll work

We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 3 days in the office per week.

Your office base

Our Sky Group HQ. Equipped with state-of-the-art technology and workspaces, there's plenty of space to see your big ideas come to life. Here you'll find 13 subsidised restaurants and cafes. You can re-energise at our gym, catch the latest films at our cinema, get your car washed and even get pampered at our beauty salon.Our Osterley Campus is just a 10-minute walk from Syon Lane train station, or you can get one of our free shuttle buses from Osterley, Gunnersbury and Ealing Broadway stations. Plus, there's free onsite parking available for cars, motorbikes and bicycles.

Who we are

We're Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you'll be bringing the joy of a better experience