There’s never a dull moment, Karen tells us about her new role in the Trading team
‘There’s never a dull moment, Karen tells us about her new role in the Trading team’
What does a typical day working here look like for you?
There’s no typical day which is one of the reasons I love my job. Working in Trading is very fast paced and there’s always something new or a new challenge that keeps me driven. My role includes providing support to the Contact centres to help them have great customer conversations and that can be anything from managing the launch of a new product in the Contact centres, delivering Content Roadshows to analysing performance data for opportunities to reduce churn and increase revenue.
What’s the most enjoyable thing about your job?
I’ve always felt extremely proud to say I work here as it’s such an iconic brand. I look back at my time here and whilst so much has changed, the one thing that remains constant is that we’re consistently looking to be innovative and give our customers the best in the market – from the best content to the best products. To work in Trading and be a part of that from the original idea, through to making something becoming reality is just so rewarding. Without sounding cheesy, our motto is Believe in Better and we really do live and breathe that philosophy. It’s one of the many things I love about the business – that we never do stand still.
So, you’ve recently been promoted, tell us a little about your previous role and what’s changed.
Previously, I worked as a Trading Manager in Value so also in Trading but my priorities in Value revolved a lot more around how we bring the value of our Sky Sports, Sky Cinema and TV products to life for our customers so they get the most from their Sky package. It’s been an incredible year in Value as following on from our new Sky Cinema proposition and Sky Q launch, we totally changed our Sky Sports proposition last year to give customers a lot more choice and better value to watch and pay only for the Sports they love. That was a huge project as we had to have the pricing and packages perfect for both the business and the customer and then make sure we had all of our teams across the company trained and equipped with all the knowledge to sell or save Sky Sports.
What are you most looking forward to in your new role?
I’m really looking forward to a new challenge. I loved my previous role and will be sad to leave the team behind however I am a firm believer in constantly challenging yourself and learning something new. I had been in the Value team for 3 years and our performance has been getting better every year. TV Retention offers a new challenge and gives me a fresh set of goals to achieve in the next 12 months. I relish the opportunity to really make a difference whilst working with new stakeholders and a brand new team.
What’s been your proudest moment since working here?
Wow! There have been so many so it is difficult to single one out. Over the last few years, I’ve worked on a number of projects and when you work on something for a long period, investing a lot of time and effort from the initial idea and then see it come to life in customer conversations, it’s such an amazing feeling and makes all the investment and hard worthwhile. It’s always great to be recognised by your peers so I would also have to say that winning a Star Award on three separate occasions, particularly the Team Award for best Sports & Cinema performance in seven years was a real high as it recognised success through great teamwork.
Describe your work/life balance?
My son Luke is only eleven so it’s essential that I get the balance just right so that whilst I feel fulfilled and can develop in my career, I’m not missing out as a family. My job involves travel to various sites across the country so we make the most of Face Time when I’m away and I sometimes think being eleven and a technical wizard, Luke’s more likely to have a proper discussion online than face to face. I do work hard Monday to Friday and sometimes, that can involve working late but I don’t mind that as I never work weekends so can always plan either family or me time.
What advice would you give to others trying to develop their career?
I would say to always have a development plan, even if you only update this twice per year and don’t be afraid to take a side step in order to get the job that you want. I’ve been fortunate to have had different roles in the Contact Centres, in Marketing and Trading and I have loved every one of them. I’ve always been proactive about my career to make sure that it is fulfilling and I feel challenged. If you feel you are in a rut and are not sure what to do next, I would suggest a mentor who would help give you some support and guidance.
How have you challenged yourself outside work recently?
Last year, I was asked this question and I said that I had climbed Ben Nevis on my birthday and had cake and prosecco at the top. In response, my boss suggested a team climbing challenge so alongside my amazing team, I completed the 3 Peaks challenge in a day, helping to raise almost £25k for charity. I was incredibly proud … and exhausted!!