## SME CVM ManagerApplylocations: Nottingham UK: London UKtime type: Full timeposted on: Posted Todaytime left to apply: End Date: June 25, 2026 (13 days left to apply)job requisition id: JR103661The SME CVM Manager will own and drive the end to end customer lifetime and value strategy for SME. They ensure customers are engaged, valued, and retained in a highly competitive UK energy market. The CVM Manager is responsible for driving and maximising customer lifetime value by managing end to end customer lifecycle - from onboarding through growth, retention and winback. This role will act as the business’s retention champion, working cross-functionally to deliver a measurable impact on churn, NPS, and customer profitability. This role will oversee the performance across all SME acquisition and retention channels,including TPI/Brokers, telesales, e-commerce, renewals, and business moves. ****Key Responsibilities****Strategy & Planning* Execute the SME sales and retention strategy across acquisition and lifecycle management. Including campaign management, strategic reviews, segmentation.* Manage the KPIs/performance reporting and insight for sales volumes, retention outcomes, switches, losses, on supply and portfolio profitability.* Owning the performance deep dives to highlight risks and opportunities to customer numbers and/or gross margin.* Balance growth objectives with customer experience.Channel & Retention Oversight* Oversee performance and outlining the overall story across TPI/Broker, telesales, and e-commerce acquisition channels.* Own renewals and business move strategies for SME customers.* Channel owner for SME Online renewals and switches.* Oversee gross margin performance of sales and renewals across all channels, understanding the drivers of gross margin and ensuring risks are highlighted and managed with commercial teams.Stakeholder Influence* Partner with CRM, E-Commerce Tech & Data, Digital, Operations, Credit, and Finance to deliver SME growth plans.* Working closely with data and tech to outline requirements and drive these forward to support automation of key items in SME.* Represent SME sales and retention performance to senior stakeholders weekly.* Influence proposition, pricing, and product development to support SME segment needs.* Line manager to CVM Analyst and CVM Lead, being the point of escalation and prioritisation.****Key Skills & Experience***** Significant experience in SME/B2B sales and retention, ideally in energy, telco, or financial services.* Track record in delivering sales growth through brokers, telesales, and digital channels.* Strong understanding of SME retention drivers and lifecycle management.* Excellent leadership and stakeholder management skills.* Commercially focused with strong analytical ability.****Measures of Success***** Growth in SME customer volumes and market share.* Churn Reduction* Improved renewal conversion and business move retention.* Increased SME customer lifetime value and profitability.* Growth through upsell & cross sell* Growth in overall customer lifetime value (CLV).* Net promoter Score (NPS) a customer happiness score* Increased win back rates and recovery of lost customers.* Oversees CPA guardrails & mechanisms* Compliance adherence across all activities.**Here’s what else you need to know*** **Role may close earlier due to high applications.*** **12 Month Fixed Term Contract*** Competitive salary* Location – London or Nottingham with travel to our other sites when required.* Excellent parental leave allowance.* **Award-Winning Workplace** - We’re proud to be named a **Sunday Times Best Place to Work 2025** and the **Best Place to Work for 16–34-year-olds*** **Outstanding Benefits** - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings* **Flexible & Family-Friendly** - Our industry-leading hybrid and family-friendly policies earned us double recognition at the **Personnel Today Awards 2024**. We’re open to discussing how flexibility can work for you* **Inclusive & Diverse** - We’re the only energy company in the **Inclusive Top 50 UK Employers**. We’re also proud winners of **Best Employer for Women** and **Human Company of the Year**—recognising our inclusive, people-first culture* **Support at Every Stage of Life** - We’re **Fertility Friendly** and **Menopause Friendly** accredited, with inclusive support for everyone* **Accessible & Supportive** - Do you consider yourself as having a disability? As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process* **Invested in Your Growth** - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way* For all successful candidates. Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider* **Any questions on the role -**please reach out to Eonnext.recruitment@eonnext.com* At E.ON Next, our customers are our number 1 priority! All Nexties - including our executive team - regularly directly support customers so we stay close to their needs and make better decisions that deliver the best experience
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