Marion has been engaged with Sky Deutschland for several months to create and give momentum to our Service Excellence programme. The initiative is designed to deliver a step-change in the effectiveness with which we manage the customer in-home experience. The programme is multi-functional, encompassing IT, Technology, Customer Service (Field, Telephone & Online) & Customer Communications.
Choosing Marion to lead this key project was a ‘no-brainer’ for three reasons: First, her experience & track record in delivering similar operational change in BSkyB (UK) is outstanding; the knowledge she brings to the Sky D situation is enabling us to move much more quickly than would otherwise be possible.
Second, Marion’s programme management skills and techniques are first-class, & with Marion leading the workstreams we are training a young & willing team ‘what good looks like’.
Third, & by no means least, Marion’s challenging yet empathetic style, and her absolute focus on the end customer, is helping to embed a new culture. We are making good progress.
Euan Smith, Executive Vice President, Products and Operations, Sky Deutschland