A business owned by its members.

Realising Sky's retail vision by creating an immersive environment and inspiring customer journey to showcase Sky's innovative products like never before. I inspire my teams to consistently deliver the best experience while achieving exceptional business results. As General Manager, I am responsible for executing my business plan to achieve sky retails goals. I strive to increase sales volume, revenue and conversion rates while finding new opportunities to expand and exceed performance.Key responsibilities: • Build and deliver a robust business plan that is aligned to the overall retail goals. • Proactively maximise the commercial performance of the store; increasing volume and value; driving conversion and Average revenue per unit.• Analyse the store P&L, drive continuous improvement and quickly remedy areas of performance • Obsess with delivering an amazing experience for our customers, putting them at the heart of what we do, delivering amazing service which is right first time.• Be an exceptional coach, utilising in the moment and developmental opportunities to ensure the teams capabilities grow and they are empowered and equipped.• Deliver for our people by creating a diverse and inclusive team and positive culture for all.• Work with stakeholders to initiate creative improvements within retail and the wider estate. • Operational excellence with flawless planning and outstanding execution.• Keep compliance at the forefront of every integration ensure all members adhere to company policies and procedures.

The purpose of Service Operations is to offer the best service in the country to Sky’s 11m UK customers through people led channels – voice, email, messaging, live chat and social media.It is my mission to be brilliant for our customers our people and our business, by empowering people to build teams which play to strengths. • Build and lead a high-performing team, understand and assess the strengths of that team, and develop an operating model that is leveraged and optimised for our people, our customers, and the achievement of our business goals.• Contribute to the design, development and evolution of the operational leadership strategy as a core member of the site leadership team to achieve exceptional site operational performance while contributing to the wider estate operations plan.• Recognise the potential of employees, develop their skills and strengths through training, development and coaching to improve the overall capability of the team while inspiring, empowering and leading from the front to achieve ambitious and exceptional performance.• Contribute to the wider service estate programmes and initiatives in collaboration with key stakeholders, strategic partners, change functions and support teams and lead these initiatives at the site level.• Collaborate with colleagues across the Service estate to implement the overall service operations plan across the service area, including working with our strategic partners• Development of Sky's digital service platform, contributing to the estate contact strategy. This includes analysing and interpreting new customer metrics, proposing enhancements, improving channel cost efficiency, and planning and forecasting demand. At the same time, ensuring the highest level of customer satisfaction.• Leading the way in improving services and developing automated capabilities that provide opportunities to map and fully digitise customer journeys to meet demand and reduce costs while adding value.

Delivering Sky’s mix of TV that people love, pioneering technology and super-fast broadband is a real team effort but it doesn't stop there. Sky is now being seen in 1 in 3 homes and with over 10 million subscribers and rising and I take great pride in delivering outstanding customer experience which contributes to sky’s award-winning customer service.Managing all aspects of the day to day team operation to deliver a fresh and inspiring approach to making things better for customers. Delivered by coaching my team to always give their very best, putting the customers’ needs first and believe in doing what’s right, taking responsibility for delivering their promises made.

People Managment & effective overview of a claim cycle from receiving initial call, deployment of engineers to claim closure, ensuring efficient cost control as well as customer satisfaction is achieved.

Effective performance of the contact centre operation. Lead, develop and drive a successful management team to achieve company sales targets whilst achieving client SLA’s. Responsible for the following functions: emergency response, job Scheduling, Planning & Forecasting, MI, Invoicing, Complaints, Contact Centre, Collection’s & Purchasing.