Want to do the best work of your life? With 24 million customers in 6 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.
“Are you ready to make a key contribution to the further development of our sales and value strategy in customer service? Data provides the basis for decisions and changes operational processes. Based on your analyses, our goal is to continue on the path towards a performance principle in customer service together.” – Michael Meiers, Vice President Customer Contact br> br>
What you’ll do
You'll be involved in the Upselling Program in Customer Service and you act as central contact person towards management as well as for internal stakeholders at Commercial
You'll plan all relevant aspects of the business area, track performance against targets and drive performance development
You'll champion staff performance management across all service providers & you'll set clear targets, put tracking tools in place, define compensation schemes, incentive programs and, together with vendor management, host frequent performance reviews
You're responsible for the commercial roadmap and you ensure that all involved staff are well prepared for upcoming commercial goals, changes and challenges
You'll actively identify business opportunities, align ideas with stakeholders and manage agreed improvement programs
You own the customer engagement strategy and ensure that scripting guidelines like sales pitching are defined, refined, and adhered to
You're hands-on and therefore in frequent contact with contact center staff at all levels, to understand performance drivers, staff motivation and to challenge best practices
What you’ll bring
You've a degree in business administration or comparable apprenticeship as well as comprehensive customer service knowledge, especially in commercial program management, and 5-6 years of professional experience in this area
You'll bring ample hands-on experience with contact centers and consumer sales
A high level of analytical competence in CC key figures in the areas of resources, quality and sales as well as a high level of service and sales orientation in customer contact characterize you
A high level of social competence and enjoy working with customer advisors in Customer Service sets you apart
The implementation of identified measures in a spirit of partnership is among your strengths
Negotiating skills and a high degree of willingness to travel are a matter of course for you
Good written and spoken English round off your profile
At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:
Free Sky Q
Company pension scheme
Sky Company Bike
We're proud to be an equal opportunity employer.
It is important to us to provide a fair and equal workplace for everyone. We strongly believe that a culture of diversity allows us to grow together and encourages creativity and innovation. Therefore, we will consider all qualified applications – regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. 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 #WirbeiSky or #LifeatSky on social media. A job you love to talk about.
Sky Deutschland GmbH br>
People & Organisation br>
Your Contact: Simone Witzigmann