Strategic Customer Experience Manager Stroud, England
Job description
As the Strategic Customer Experience Manager, you will be responsible overseeing the end-to-end customer journey for a subset of Ecotricity clients, striving for a best-in-class service provision.
You’ll be responsible for leading a team, who’s core function is to build exceptional relationships with strategic accounts, whilst delivering service excellence. It’s about making our customers feel valued and offering a service level that sets us apart from the rest!
We’re looking for you to coach and develop your team, leaning on your extensive experience, to support in conversations with our customers – as well as working closely with the Business Sales team, to support customer retention.
This is a diverse role, in a fast-paced environment; you’ll not only be responsible for leading your team and will be expected to play a key part in developing our overall strategic service proposition. You’ll work closely with key stakeholders around the business, helping to improve how we do things today – whilst mitigating business and customer experience risks.
Core Responsibilities…
- Responsible for the end-to-end service delivery journey for our strategic business accounts
- Lead a team that proactively assesses, clarifies, and validates customer needs on an ongoing basis – whilst delivering to a clear set of objectives
- Works closely with a variety of internal stakeholders to ensure both industry regulatory requirements and service delivery targets are met
- Act as a key support to our debt colleagues, in the assisting of debt recovery
- Assist Business Sales in new business pitches, in support of our overall business growth plan
- Develop existing as well as supporting the introduction of new services through effective internal and external communication
- Work with third parties to ensure both internal service and targets set by third-party and governing bodies are met
- Work closely Legal, Compliance and Finance to manage internal and external audit actions
- Lead effective recruitment strategy across business unit
- Successfully lead/coach a team through the Business team development programme, working to promote the model
- Work with the leadership team in Growth & Customer Experience to deliver a market leading B2B proposition and customer experience
- Deliver against Cost to Serve business plan
- Adhere to Ecotricity governance, collaborating with business leads
- Provide support in internal/external escalations
- Any ad-hoc tasks as requested by HOD
- Various standard and ad-hoc reporting (including detail on business unit KPIs)
Educational Requirements
- Negotiating and Project Management and Leadership skills (desirable)
Knowledge Required
- Extensive experience in leadership
- Experience in managing customer relationships at a senior level
- Experience of working within the B2B energy industry (desirable)
- Good computer literacy including Microsoft Office Packages
Skill Set Required
- Able to assess and interpret data and identify opportunities
- Strong communication with ability to communicate to a senior level of stakeholder (both internally and externally)
- Strong leadership skills – with experience of leading a team(s) previously
- Able to effectively manage relationships at all levels within end customer – with a proven track record in this field
- Ability to develop relationships at a senior level
- High level of numeracy and problem-solving ability
- Excellent written and verbal communication skills
- Ability to set clear agendas and control external meetings with clients
- Excellent time management & personal organisational skills
- Ability to think strategically and contribute to the overall B2B plan
- Strong networking & relationship building skills – both externally and internally
- Self-driven and results orientated
- Ability to work under pressure and manage multiple deadlines
- Strong commercial acumen skills
Behaviours:
- Manages peer to peer relationships effectively both internally and externally
- Influences outcomes using effective negotiation
- Treats customers the way we like to be treated ourselves
- Solutions focused and resourceful
- Committed to continual improvement
- Engaging and motivating attitude and style
- Methodical and organised, managing own work
- Is receptive to feedback and acts accordingly
- Exceptional team player who builds open and supportive relationships
- Flexible and adaptable approach to work
- Creative and innovative
Staff & Budgetary Responsibility
Staff: Responsible for Strategic CRM staffing levels – allocating resources in line with emerging strategies
Budget: Responsible for any agreed channel spend
What's in it for you...
Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2022, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
