Commercial Manger - Policy and FairnessLondon
Time TypeFull time
Area of BusinessCommercial Management
LocationHammersmith - Griffin House Hammersmith Road
Job ID 00020881
About the role
Commercial Manager – Policy and Fairness
Hammersmith, London W6 8BS
Competitive salary plus up-to 15% annual bonus and other excellent benefits
Our commercial function acts as the architect of our revenue growth in the consumer division through proposition development and design, base management, acquisition/in-life trading, pricing and forecasting. The team works cross-functionally to lead process design which creates our portfolio of profit-maximising products and packages, leading to growth in operating cash flow increases our NPS and optimises ROI.
This role is part of the Pricing & Policy Team and is responsible for representing Commercial on strategic projects, the role is a key interface between Commercial and the Legal & Regulatory teams with responsibility for delivering change driven by our regulatory commitments.
The role will use knowledge of customer needs to make customer fairness a central pillar of Virgin Media’s culture and to drive policy and process improvements throughout the business.
You will bring commercial acumen, project implementation experience and understanding of the industry and key issues affecting our business and customers in order to balance requirements across the business to ensure that stakeholders’ needs are met.
Represent the Commercial team on business change projects delivering regulatory change and other associated initiatives ensuring requirements are captured and delivered successfully the project, balancing requirements across the business to ensure that stakeholders’ needs are met. You will influence both the shape of these programmes and the way in which these are delivered by the organisation.
Represent Virgin Mobile with external bodies such as Ofcom, working closely with Legal and Regulatory teams to support with industry consultations, data requests and policy reviews.
Act as business owner to remove ambiguity from regulatory and legal advice across operational teams such as sales and care. The successful candidate will demonstrate excellent stakeholder management across a broad range of teams.Use strategic analysis from internal and external sources to provide expert insight into the medium to long term trends influenced by Legal and Regulatory change and Customer Fairness. Use this analysis to drive a fairness agenda across the business.
Accountable for representing Virgin Mobile in cross-industry reviews and projects, working with other Mobile and Telecommunications service providers to identify solutions that can be implemented by Virgin Mobile and across the industry
Work with Finance to identify the Commercial impact of regulatory changes, with a specific focus on understanding and managing revenue and OCF impacts.
Take the lead on policy decisions, presenting recommendations and gaining sign off up to Executive Director level.
Support the Senior Commercial Manager to define policy, with support from Regulatory, Legal and Compliance teams, for new Virgin Media products, and also provide consultancy for major change within Virgin Media.
Maintain quality of delivery, ensuring downstream teams e.g. Technology deliver systems and processes to required standards, followed by accurate and regular assurance.
Own agent- and customer-facing policy information, taking the lead to explain our policies and to our customer-facing teams and other support areas, regularly reviewing the published information to ensure it remains correct.
Work closely with Sales, Customer Experience, Care and Digital to ensure that agents and customers have access to information about policies across multiple channels and information sources.
Work with Legal and Digital to ensure terms are published correctly and maintained ongoing.
Collaborate with wider Policy, Pricing and Product teams across Virgin Media to develop policy alignment across the different products, where required.
Responsible for managing and prioritising Policy changes with a need to manage multiple time-critical pieces of work confidently and with a sense of calm.
What we’re looking for
Demonstrable qualities that reflect Virgin Media’s culture and promotes bravery, simplified solutions, optimism, zest, risk taking and connection across team, department and business
Strong project delivery experience and knowledge of project management and/or business analysis methodologie
Strong experience of planning projects and presenting proposals to senior management; with an emphasis on improving the customer experience.
Experience of working with regulators will be beneficial but not essential
Adept at operating in ambiguity and stepping outside the status quo with bold and original ideas that create change for Virgin Media and our customers.
Strong commercial acumen and detailed understanding of the industry and key issues affecting our business
Empathetic, approachable, and fair in dealings with colleagues at all levels – demonstrates a strong team mentality and able to build and maintain open and honest communication at all levels
Ability to see beyond the task to the overall purpose and engage people around a strategy, creating an energising and rewarding environment to work in
Ability to exercise judgement to make timely and sound decisions regarding highly complex and broad scope issues as they relate to both people and the business
Commitment to self-development
Significant experience using Microsoft Office suite (Word, PowerPoint etc.)
Excellent written and verbal communication skills
Excellent attention to detail
Excellent planning and organisational skills
Commercial policy experience
We’re a great place to work – and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products and Virgin brands!
We embody the principles of what it is like to be part of the Virgin family. We are a collaborative bunch, and like to be a place where ideas and new ways of working can be forged.
Consideration will also be given to applications made for part-time or flexible working hours.