Customer Management & Capabilities Manager job at Isleworth Full Time

Personalisation is one of Sky’s top strategic priorities – and this role puts you right at the heart of it. As a Customer Management & Capabilities Manager, you’ll help shape a new generation of tools and capabilities that transform how we understand and interact with our customers.
You’ll use data, insight, and strong commercial thinking to unlock new opportunities, influence teams across the business, and ultimately revolutionise the experience for millions of Sky customers.

What you’ll do:

• Drive Personalised Customer Outcomes
  Ideate and shape new tools, capabilities, and processes that enable personalised customer outcomes across channels, driving clear longterm commercial benefit. Partner with Product, Analytics, and Technology teams to ensure personalisation capabilities land seamlessly and deliver measurable value.

• Apply Strong Commercial and Customer Judgement
  Embed a commercial lens in all conversations, balancing customer needs with commercial impact to drive the best outcomes. Apply commercial frameworks to influence decisions across teams whose primary focus may lean more towards customer value than commercial impact.

• Lead Complex Business Casing for Future Capabilities
  Produce robust, data driven business cases for future customer management capabilities across Voice, Digital, and the My”Sky App. Align proposals with strategic direction and present them clearly to senior stakeholders, up to Director level.

• Unlock Growth Opportunities Through Data Insight
  Unpick complex datasets to identify customer behaviour patterns, growth opportunities, and commercial risks. Translate insights into clear, actionable recommendations that support both short and longterm strategic decision-making.

• CrossFunctional Leadership & Influence
  Collaborate with Finance, Trading, Analytics, Product, Marketing, and Customer Service teams to deliver initiatives that maximise customer lifetime value. Influence teams whose primary remit is customer experience to ensure that both customer value and commercial value are jointly considered.

• Senior Stakeholder Engagement & Communication
  Prepare and deliver clear, concise updates for stakeholders up to Director level, translating complex topics into compelling narratives. Proactively manage expectations, gain alignment, and drive effective decision-making across the business.

What you’ll bring:

• Commercial & Proposition Strategy – You bring strong commercial acumen and can balance financial impact with customer outcomes. You have proven experience interpreting and simplifying complex datasets, and you’re confident building business cases for new capabilities, propositions, customer journeys and product enhancements, shaping commercial strategy from concept through to delivery.
• Cross-Functional Stakeholder Management – You’re able to lead through influence across diverse teams with different priorities. You have strong stakeholder management experience and are comfortable engaging senior leaders, aligning perspectives, and driving decisions without direct authority.
• Customer & Product Mindset – You’re passionate about improving customer outcomes through personalisation, proposition development, capability build and journey optimisation. You understand, or are keen to develop expertise in, digital, voice, and app ecosystems and how new propositions shape customer behaviour and experience.
• Communication & Storytelling – You’re an exceptional communicator with the ability to turn complexity into clarity. You’re comfortable presenting to senior stakeholders, crafting compelling narratives, and simplifying difficult topics without losing the detail that matters.

The Rewards:

There’s one thing people can’t stop talking about when it comes to #LifeAtSky : the perks . Here’s a taster:

• Sky Q, for the TV you love all in one place

• The magic of Sky Glass at an exclusive rate

• A generous pension package

• Private healthcare

• Discounted mobile and broadband

• A wide range of Sky VIP rewards and experiences

How you’ll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We’ve adopted a hybrid working approach to give more flexibility on where and how we work. You’ll find out more about what this means for this role during the recruitment process.

Your office base:

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

Inclusion:

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.

We are a Disability Confident Accredited