Head of Digital Channels and Customer Communications, Sky
Broadband and telecommunications company
Be an early applicant
Broadband and telecommunications company
1001+ employees
Be an early applicant
1001+ employees
Company mission
To connect people with the very best entertainment, sports, news, arts and local, original content.
Role
Who you are
- A proven track record in leading digital and/or base management teams
- Experience in customer communications possibly via platforms such as Adobe or Braze
- Solid and proven experience in a commercial leadership role
- An ability to manage senior and c-suite stakeholders with competing priorities, and the resilience to deliver difficult messages in a collaborative manner
- Strong team leadership experience – this role has complex business lines, and a team that manages multiple stakeholders
What the job involves
- This is a pivotal role at Sky Ireland, shaping our digital performance and delivering standout customer marketing communications that engage & drive incremental benefit. Sky.com isn’t just one of our biggest sales channels; it’s our always on digital brand shopfront
- Our team brings Sky TV, Mobile and Broadband to life online and in our mySky app, owning product merchandising, powering digital sales performance, and ensuring every customer experience is seamless and high impact. It’s also responsible for how we communicate to our existing base via email and notifications
- The role requires strong alignment with multiple stakeholders across the Sky Ireland business and with key UK stakeholders
- Lead a team of 4 people, running Web and App merchandising, and the team delivering base marketing communications via our Adobe Campaign platform
- The team are responsible for providing digital insights that compliments digital commercial performance of our key categories (TV, Mobile, Broadband, Premiums) to our new and existing customers
- The team are also responsible for campaign delivery of SMS, Push, Email & Outbound Tele-Marketing communications, as well as steering the prioritisation of these campaigns, if needed, across our key categories
- This person must maintain and elevate digital standards across compliance, offer merchandising and creative relevance, as well as drive improvements in SEO
- Engage regularly with commercial leads across TV, Mobile and Broadband to ensure digital and customer reporting delivers clear, value add insights, with a focus on the metrics that matter to each function
- The role requires a strong commercial mindset, engaging regularly with our Trading team & Commercial Teams, to ensure digital insights and behaviours are communicated clearly to help shape future forecasting for the digital channel
- Close collaboration with the Marketing team is required to align on digital merchandising priorities & creative, as well as helping shape the future strategy of customer marketing communications
- This person is responsible for increasing My Sky App engagement, which includes shaping a push notification strategy that can be scaled across the wider business
- Seek out, learn and adopt AI initiatives that directly enhance how the Digital Performance team operates, including the adoptions of GenAI best practice
- Lead stakeholder for all digital project delivery discussions with our Product & CX Teams, supporting improvements to digital experience, performance and functionality across our key product areas
- Continue to challenge the status quo on site merchandising through A/B testing, deeper journey insight and application of UK learnings
- Constantly iterate and improve our campaign delivery processes and QBR evaluation forums to better inform customer marketing approaches. Ensure these processes evolve in line with shifting priorities
Our take
Sky formed through the merger of Sky Television and British Satellite Broadcasting in 1990, making it the UK's largest pay-TV company. After the acquisition of Sky Italia and Sky Deutschland in 2014, Sky Group was formed, transforming the UK company into Europe's leading entertainment and media group.
With the recent success of their original content, Sky doubled their investment into this space by 2024 with a brand new movie and TV studio being built. This is expected to create an additional £3 billion of production investment in UK creative sector in the first five years alone.
Sky's streaming service, Now TV, was launched in 2012 to compete with the rising tide of Netflix and, more recently, with Amazon's Prime Video. With pay-TV subscriptions dropping and the video streaming industry expected to grow by a further 20% by 2027, Sky has remained competitive by offering a range of deals, partnering with Netflix, and developing its own TV - Sky Glass, as it aims to keep up with consumer trends.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Company benefits
- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Work from home opportunities
Company HQ
Isleworth, UK
Leadership
Dana Strong
(CEO)Previously, President of Consumer Services at Comcast Cable and held various roles at Liberty Global. Became CEO of Sky in 2021.
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