Marketing Manager – Customer Growth & Retention (12-months FTC)
sky · Osterley ·
- Work mode
- Hybrid
- Category
- Marketing
Role/Team overview
Sky Business is the business-to-business division of Sky. No matter their size or sector, we keep businesses connected and customers entertained with our next generation network and unrivalled sports and entertainment. With an exciting, fast-paced environment, we're looking for exceptional people, who are restless to innovate and build the future, helping Sky Business and our customers to grow. And with the support of a truly trusting and collaborative team, you'll grow alongside our business.
This role sits within the Commercial & Marketing team and is responsible for driving marketing strategies, engagement, retention and commercial growth across Sky Business's existing customer base. With a primary focus on our Indies customer segment (microbusinesses and single-site owners across hospitality, retail and service sectors) the role will lead customer marketing activity across the Business TV portfolio.
What you’ll do:
Plan and deliver customer marketing activity across the Hospitality (Indies) customer base to drive retention, value growth and customer engagement, with a focus on simple, relevant and service-led communications.
Identify and execute upsell opportunities across the existing Business TV product portfolio, promoting relevant connectivity and value-added services that meet customer needs and increase customer lifetime value.
Drive cross-sell performance of key products such as Broadband and Mobile, increasing multi-product adoption and maximising customer value.
Own and optimise always-on and triggered customer journeys across Email, SMS, Direct Mail, Customer Care, Social and Paid Media channels to improve engagement, conversion and retention outcomes.
Partner with Brand, Insights, Pricing, Data and Marketing Operations teams to ensure customer strategy, creative development, data analytics and customer insight are aligned to business objectives and campaign plans.
Lead quarterly planning, trading reviews and performance analysis, using customer insight, historic performance and forecasting to identify opportunities, mitigate risks and optimise results.
What you'll bring:
Demonstrable success managing end-to-end commercial marketing activity, from opportunity identification, segmentation and business case development through to campaign execution, optimisation, performance evaluation and measurable commercial outcomes.
Strong analytical and commercial capability, with experience using customer, campaign and commercial data, propensity modelling and customer value management techniques to identify opportunities, assess market potential and make data-informed decisions.
Experience creating, interpreting and optimising performance dashboards and KPI reporting, translating complex data, customer insights and campaign performance into clear, actionable recommendations for stakeholders and senior leadership.
Excellent stakeholder management, communication and influencing skills, with the ability to collaborate across multiple teams, work effectively in fast-paced environments and confidently present recommendations to senior leaders.
Strong understanding of B2B customer segmentation, CRM, customer journey and lifecycle marketing, with experience using marketing automation, customer data and campaign management platforms across channels including Email, SMS, Direct Mail and Paid Media; experience supporting hospitality, micro-business or SME customer segments is advantageous.
Benefits and perks:
There's one thing people can't stop talking about when it comes to life at Sky: the perks. Here’s a taster:
Free Sky TV or NOW package
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, every day. All so we can do better and deliver better for our customers, colleagues and society.
We’re 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 #LifeAtSky on social media.