Driving performance in Virgin Media Business

Roxanne Chand & James White

December 18, 2017

I have worked for Virgin Media Business (VMB) for two years now. There were a number of reasons as to why I decided to join the business, but the main reason was the excitement around what the Virgin brand could genuinely do within the B2B Telco market because it was a new space for Virgin Media to branch into and a market that needed a bit of disruption.


I head up a team called Commercial and Sales Operations. It’s our job to both independently and impartially shine the light on the performance of the business. Taking a deeper dive into how we can improve and get more effective and efficient at what we do. And by doing that, we can then understand the leads we have to drive performance, manage the incentive scheme for sales colleagues and report on the business performance. It’s key for us to try to understand the reasons behind why we win and why we lose. We have a great team that focuses on our win/loss. We really want to learn from our customers directly on why we win and why we lose and harvest that to make sure we can drive a continuous improvement cycle. For me it’s all about learning, improving and trying to do more rather than just ploughing on and not achieving what we want to.

I really enjoy working for VMB. The people and culture are very warm and friendly. Everyone is approachable and open to new ideas. It’s all about how we can make things better – not this mentality that everything is perfect. There is a great entrepreneurial and self-improvement culture and I really believe that you can make the difference you want to make both to the business and on a personal and professional level.

There is a wide range of training that is readily available to everyone; you just have to navigate your way through it. Aligning the right training to where you see your career heading.

It’s important to me that I have that open communication with my team. I have a development plan in place with each of them. We are clear on where they want to go and how they want to get there. This is essential so that I can provide that support and help to push them in the right direction.

There’s so much opportunity within Virgin Media Business. We are changing massively as an organisation. When I joined, I inherited a small team of around four to five people. We’re now up to 17 people and that’s in the space of two years. We are in a growth business and growth businesses change and evolve which in turn creates a vast amount of opportunity

If I could give one piece of advice to anyone looking to join Virgin Media Business it would be to believe that you could make the change you want to see. I love working here and there are so many ways that you can make a real difference. It’s all about empowering yourself to make that change. I think that aligns with our Virgin mentality.

There is a lot that we are aiming to achieve here and VMB is extremely engaging and fun place work. I’ll be the first to admit that I’m a bit of a workaholic – self-awareness is the main thing! But as long as you manage yourself you will succeed in getting that worklife balance that suits your own personal needs. It’s rare that you walk into a business with a smile and leave with one but I’m still smiling two years on.

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