Head of Customer Billing Success

Job title:

Head of Customer Billing Success

Company

Sky Group

Job description

Our Global Streaming team is the core engine that creates streaming products which delight customers around the world, from sub-Saharan Africa to the streets of New York: we work closely with our design, technology, and business teams to create unforgettable experiences for our customers. We’re the problem solvers who find smarter and simpler ways to connect customers to more of what they love. We are currently building a Global Streaming Product team, who will steer our core global product to service the business needs of each proposition (Peacock, NOW, Sky Showtime and Showmax). As we move to a new era for our platform we seek to bring consistency in our customer’s service & compliance journeys, so that our Product team is able to execute standardised, repeatable integrations to reduce time to market and deliver support faster to our customers.The RoleAs our Head of Customer Billing Success, you’ll work within our Global Streaming Platform team and lead a team of payment analysts and managers focused on billing/payments success, involuntary churn and fraud.Specific responsibilities include:Mentor and lead a growing team of payments/fraud analysts and managers through ambiguous circumstances and fast paced deliverables — providing strategic direction, thought leadership, and idea inspirationMonitor payments industry trends, conduct competitive analysis, and identify opportunities for payment success and fraud optimizationManage third-party payment processor relationships for commercial needs, performance tracking, and to identify areas for development and optimizationPartner with Legal to lead negotiations for payment related vendor contracts — both new and renewalsMaintain a deep understanding of our customers throughout their payment lifecycle to optimize churn metrics and reduce transaction failuresPartner with Commerce Product, Finance and Tech teams to align objectives to meet business needs and contribute to GSP roadmapRemain current with governmental and industry regulations and standards that affect payments and payment methodsImprove operational flows across the payments ecosystemCreate a culture of support, honesty and transparencyWhat you’ll bring:EssentialStrong data analysis skills and ability to effectively synthesize data analysis and insights into an understandable narrativeAbility to navigate complexity, thrive in ambiguity and remain adaptableExcellent listening, collaboration and facilitation skills with an ability to develop and maintain solid, enduring relationshipsAbility to inspire and coach teamsClear, succinct communication and comprehensive documentation skillsAbility to work cross-functionally with both internal and external stakeholders at all levelsAbility to prioritize multiple business requestsSelf-motivated, resourceful, detail-oriented and well-organizedAbility to problem-solve and think orthogonallyMinimum 5-7 years relevant experience in payments, banking, transactions or related fieldMinimum 2 years of team management experience requiredExperience with payment processors, monitoring tools and reportingDesirableFamiliarity with BI technologies (Including Tableau, Microsoft Power BI, etc.) a plusExperience with OTT streaming or other digital subscription products a plusLocalized understanding of fraud risks and payment success trends and regulations within African, UK and EU territories a plusExperience with global payments and international credit card schemes a plusExperience working with a product development team a plusThe 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 experiencesHow 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 base: OsterleyInclusion: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 workingWe are 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 to your recruiter as early as you can.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Expected salary

Location

Osterley, Greater London

Job date

Fri, 05 Apr 2024 07:36:41 GMT

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