Commercial Trading Manager - Voice

Sky; Isleworth; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Free Sky TV or NOW package

Pension package with up to 9% employer contribution

Private healthcare with mental health support

Discounts on Sky products

Sharesave and Tech schemes

Range of Sky VIP rewards

Job summary

Sky is seeking a Commercial Trading Manager - Voice to enhance customer experiences that drive sales across its product range, including TV and Broadband. You'll lead performance insights and collaborate with various teams, ensuring customer voice shapes strategies. The role requires a strong commercial mindset and the ability to convert insights into actions, backed by a proactive approach to performance improvement.

This position supports a hybrid working model at the Osterley office, offering numerous benefits, including private healthcare and Sky products discounts.

Qualifications

• Ability to interpret performance data and identify opportunities.
• Proven capability to turn insight into measurable actions.
• Strong drive to understand performance drivers and improve continuously.

Responsibilities

• Own the analysis that drives performance and growth.
• Champion customer insights to shape decisions.
• Collaborate with various teams to align strategies.

Skills

Commercial and analytical mindset

Confident communication

Proactive approach

Job description

As a Commercial Trading Manager - Voice, you'll make sure our contact centres deliver brilliant experiences that drive sales across Sky's full range of products - from TV, Broadband and Mobile to Insurance and Home Tech. At its heart, this role is about turning insight into action: spotting opportunities, solving problems, and helping our people deliver experiences that drive sustainable growth. You'll be at the centre of commercial decision‑making, working across teams to create strategies that make a tangible difference to Sky and our customers. This role sits within the Performance and Assisted Channels directorate.

What You'll Do

• Lead performance insight: Own the analysis that drives both in‑quarter performance and long‑term growth, spotting risks and opportunities early and turning them into action.
• Champion the customer voice: Use speech analytics, call listening, forums and feedback to ensure customer insight shapes every plan and decision.
• Collaborate across the business: Partner with Customer Service Group, Trading, Commercial, and Finance teams to align strategies, share insight, and deliver results.
• Shape the future: Steer quarterly planning, product launches, and new initiatives - ensuring the Voice channel is at the forefront of innovation and growth.
• Innovate and experiment: Find creative ways to protect and grow our customer base, using test & learn approaches to deliver both commercial and customer value.
• Inspire communication: Lead the design and delivery of effective comms and briefing materials, ensuring our people have the clarity and tools they need to succeed.

Essential Criteria

• Strong commercial and analytical mindset; able to interpret performance data and identify opportunities and risks
• Proven ability to turn insight into action, delivering measurable improvements in performance
• Confident communicator with the ability to present recommendations and influence stakeholders at all levels
• Proactive and inquisitive approach, with a strong drive to understand performance drivers and continuously improve

Desirable Criteria

• Experience in commercial trading, e‑commerce, analytics or similar data‑led roles
• Experience owning or influencing product, channel or campaign performance in a target‑driven environment
• Experience delivering cross‑functional initiatives across teams such as marketing, operations or product
• Strong ability to translate complex data into clear insight, narrative and actionable plans

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

Osterley – 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 to more people, everyday. All so we can do better and deliver better for our customers, colleagues and society.

We are an equal opportunity employer and value diversity at our company. We're 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 as early as you can.

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.

To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.

To find out more about working with us, search on social media.