Head of Planning - Transformation

18 Oct 2021
09 Nov 2021
Full Time
Contract Type

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.


"We have a fantastic opportunity for a Head of Planning - Transformation to join our Colleague and Customer Planning team within CSG. As Head of Planning you'll be leading a team of specialists who will partner with teams across planning and the wider business to design and deliver future looking planning solutions to drive exceptional customer and colleague experience." - Deputy Planning Director


We are looking for a creative, data driven leader with excellent engagement skills; who can bring fresh thinking and ideas to inspire the team to build and deliver service excellence and industry leading planning practices.


Job purpose The Customer Service Group (CSG) is responsible for every customer interaction with Sky. This includes the following divisions.


  • Customer Sales and retention activity, both face to face and via our UK contact centres and over 180 Retail stores across the UK. (approx. 5000 direct employees)Our Service function across UK contact centres, digital and our in-home engineer workforce (delivering 21m contacts, 3m visits and 7000 direct employees)Operational support, including our colleague and customer planning teams that enable our operations to work effectively

What you'll do:You'll be accountable for ensuring our building, driving and delivering our strategic resourcing strategy to enable ambitious and innovative business plans. You will also be the glue that brings our planning teams across Sales, Service, Home Service and Retail together, creating pan-CSG planning solutions to deliver an exceptional and efficient planning service to our colleagues and customers


  • Own and develop long range plans, aligned to our business and commercial targets and operating model strategiesManage our Contact Centre Estate Design, ensuring we have the right locations and skills to deliver best service to our customers Manage commercial relationships and models with our outsource partners to ensure we maximise value and service level performance; whilst ensuring contractual adherence to standardsKey partner for business transformation activities, ensuring planning have a strong voice in setting and executing our long range transformation plansWorking with our agile squads to deliver scalable flexible working solutions for our front line colleagues; including the evolution of hybrid and work from home strategiesWorking across CSG and beyond to create data strategy for planning; in addition to providing joined up customer lifecycle reporting and insight across CSG business areas Simplifying our planning processes, alongside development of tools and systems to remove colleague and customer pain pointsProactively engage with and influence senior stakeholders regarding transformation initiatives across the business; challenging their thinking, expectations, and the status quo where appropriate.Create a high performing team, who share a common goal, with clearly defined accountabilities, responsibilities, and spans of control/influence.As part of Colleague and Customer Planning Leadership team, shape and drive the overall planning strategy, including pan-CSG thinking and engagement across planning team. Drive synergies and alignment across Sales, Retail, Service and Home Service planningDrive Employee engagement scores ahead of channel average and available and ensure relevant PDPs for self and team

What you'll bring:

  • Have a background in strategic planning- designing and delivering business transformation in a multi-disciplined environmentProven complex people management and workflow modelling skills (shift patterns, surges in demand) Excellent engagement and communication skills in order to break down complex models into stakeholder languageTake a data-driven approach to problem solving and decision makingAble to operate both strategically and tactically in a high energy fast paced environmentStrong influencing skills, with ability to take the initiative and drive changeProven leadership abilities, with strong influencing and decision making skillsHave an appreciation of Sky's wider business and prioritiesRelentless focus on continuous improvement to drive improvement initiatives in customer experience and operational efficiency

Customer Service GroupIn our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you're a frontline colleague speaking to a customer, or one of brilliant support people, you'll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.


The Rewards:There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:


  • Sky Q, for the TV you love all in one placeA generous pension packagePrivate healthcareDiscounted mobile and broadbandAccess a wide range of exclusive Sky VIP rewards and experiences

Where you'll work:Any UK Sky siteInclusion:We take pride in our approach to diversity and inclusion: we've been recognised by The Times and Stonewall for this, and we've committed £30million to support the fight against racial injustice. We've also set ambitious targets for increasing ethnic diversity and representation throughout our organisation.


At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.


And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.



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 #LifeAtSky on social media. A job you love to talk about.


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.



Similar jobs

Similar jobs