What you will be doing
as the Customer Contracts & Engagement Manager, in this pivotal role, you will champion Thames Water’s service offerings while managing the full lifecycle of customer contracts. Acting as the internal voice of the customer, you’ll build and sustain strong, strategic relationships, ensuring contractual obligations are met and any issues are addressed promptly to maintain high levels of satisfaction.
Your insight and understanding of customer needs will play a vital role in shaping business decisions and driving continuous improvement. Working closely with key stakeholders across the new connection journey, leading or contributing to cross-functional initiatives that embed customer feedback into operational practices. By aligning business priorities with customer expectations, you’ll help reinforce Thames Water’s reputation as a trusted and forward-thinking partner in the water industry.
Key Responsibilities
1. Strategic Relationship Management: Build strong, proactive relationships with Large Developers, NAVs, and SLPs; resolve escalations; drive improvements aligned with our D-MeX performance.
2. Contract Management: Lead the full contractual lifecycle for NAV and SLP agreements; ensure compliance with regulated SLAs; manage updates and bespoke clauses in collaboration with Market Services.
3. Operational Collaboration: Work across teams to support accurate and timely customer connections, particularly with Programme Delivery Teams and Service Partners.
4. Strategic Development: Monitor market trends and contribute to future planning by identifying where growth and development opportunities may arise.
5. Leadership: Lead a team of 14 account managers; develop talent; drive high performance; ensure alignment with both customer needs and internal objectives.
What you should bring to the role:
6. Proven success in B2B customer relationship management
7. Strong background in contract management
8. Leadership of high-performing teams
9. Experience working cross-functionally in a complex organisation
10. Understanding of working in a regulated environment
11. Expertise in contract and stakeholder management
12. Ability to manage complex relationships and commercial agreements
13. Excellent leadership, communication, and negotiation skills
We would be particularly interested in hearing from candidates with experience in the water industry, particularly within new connections and an established network of industry contacts.
Base location: Hybrid - Clearwater Court - RG1 8DB Hours: 36 hours per week Mon-Fri
What’s in it for you?
14. A starting salary of £70,000 and up to £80,000 per annum depending on skills and experience
15. 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
16. Car Allowance.
17. Annual Bonus.
18. Private Medical Health Care.
19. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.