Following the appointment of a new Customer Service Director to lead Sky’s Customer Operations Division, CCA Recruitment Group were requested to provide industry insight and guidance to support the shaping of a new ‘D’ level structure across various functions.

With a complete reorganisation of the directorate, we provided internal and external benchmarking of candidates suitable to enter into the new leadership team as well as lead the external recruitment for a new Director of Planning.

The key challenge to this search was identifying individuals in the UK with the level of strategic capability, scale of operation and complexity to Sky. The candidate pool and availability of this level of experience in the industry is significantly narrow and so CCA Recruitment Group were appointed to provide a detailed Executive Search project.


Our Solution

 We appointed a dedicated internal delivery team combining Consultants from our Executive and Planning & Analytics Divisions in order to fully utilise their extensive networks.

Our research provided us with insight into vertical sectors, specific organisations and target individuals in order to create a credible long list of candidates.

The candidate pool contained 12 leaders who were primarily passive, requiring significant work to confidentially approach, engage and select individuals who aligned to the brief.

Extensive screening and assessments were completed prior to submitting our final short list of two candidates being presented as tasked by Sky.



  • Complete mapping of the industry to identify niche candidates.
  • 12 people provisionally pooled and contacted.
  • 6 people shortlisted and assessed.
  • 2 preferred candidates presented to client as requested.
  • 1 candidate successfully offered, negotiated and appointed.
  • End to end selection process from job brief to offer approximately 4 weeks.

 Since joining the organisation the candidate has successfully integrated into the business and is leading a successful transformation of the contact centre estate including building the 3 year strategy to become the number 1 service provider in the UK.