Role/Team overview
We’re NOW, part of the Sky family and one of Ireland’s leading streaming platforms. We live and breathe brilliant TV: Sky Originals, exclusive US shows, blockbuster movies, and live sport. The Dublin team make sure NOW is set up for success in Ireland, with a particular focus on local commercial strategy, ecommerce and CRM. We combine the pace and entrepreneurial spirit of a scale-up with the backing of one of Europe’s leading media and entertainment companies.
As a member of the CRM & Retention team in NOW, you will oversee a team delivering campaigns & programs to grow and retain the NOW customer base, and you’ll be responsible for the retention & engagement strategy for NOW Ireland. This is a hands-on leadership role, balancing long-term customer strategy and customer-base commercial ownership with CRM delivery, campaign execution standards and operational effectiveness.
What you’ll do
- Own the retention strategy for NOW Ireland, including engagement, pricing optimisation, cancellation and winback activity. Your KPI will be customer lifetime value, and you’ll also develop and optimise our upsell and cross-sell strategies to improve on that metric.
- Own our CRM strategy across email, push and in-product notifications, working as our lifecycle expert. You’ll be optimising existing programs and creating new ones from scratch with our global comms teams, all with the aim of helping our members find great entertainment to watch and increasing our retention rate. You’ll need to continually report back on these with support from our Advanced Analytics teams, be able to design experiments to improve performance, and play back your findings to senior leadership.
- Manage two members of the CRM team delivering a busy calendar of trading and engagement activities, supporting their ongoing development in both technical CRM expertise and on-brand creative flair to create winning campaigns. You’ll oversee audience selection, campaign execution, testing and optimisation, helping the team to establish measurement frameworks, incrementality testing and performance reporting. You’ll be developing a high-performing team, building capability, ensuring prioritisation, and driving continuous improvement.
- You’ll act as the Irish lead for all propositions and journeys that impact our existing customer base, representing Ireland in the development and implementation of new products, pass structures, pricing changes and proposition enhancements.
- Work closely with product, finance, data science, analytics, and martech teams to develop and deliver strategies that improve customer retention, increase engagement and drive profitable growth.
What you’ll bring
Essential criteria:
- Extensive experience of building customer marketing campaigns (both message and audience) using a CRM platform, and training others on the tools
- Expert understanding of customer marketing data structures and principles, with significant experience devising and optimising lifecycle programs and a consistent track record in data-based decision making
- Strong commercial acumen with experience driving customer and revenue growth
- Exceptional attention to detail, flair for troubleshooting, focus on QA, process optimisation and adhering to brand guidelines
- Strong communicator with the ability to influence and persuade upwards and outwards – comfortable briefing Creatives, Analysts, Developers and Senior Management
- A leader with proven management experience
Desirable skills and experience:
- Exposure to Braze and mParticle is ideal
- Experience of working with a B2C subscription model
- Experience of significant digital transformation – platform migrations, customer migrations etc
- Knowledge of the Irish audience’s interests in TV and sport
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:
- A generous pension package
- Private healthcare with mental health support
- 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
Burlington Plaza is the home of Sky Ireland, a central, well-connected base for our Dublin teams. We’re just a 20-minute walk to Dublin’s city centre with connections via Dublin Bus, Luas and DART. Our nearest train station is Grand Canal Dock.
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 find out more about working with us, search #LifeAtSky on social media.
