About The Role
As our Strategic Customer Experience Manager, you’ll lead the service delivery for our high-value business accounts, ensuring excellence at every customer interaction. You’ll manage a team of Relationship Managers focused on proactively understanding and delivering on customer needs, while driving service innovation and operational readiness. Working cross-functionally, you’ll align our services with regulatory standards and business goals. From supporting the Debt and Business Sales teams, to coaching your own team through development programs, your leadership will directly influence growth and customer satisfaction across the B2B space. This is a highly collaborative role—ideal for someone who thrives in fast-paced environments, champions customer-centric thinking.
Key Responsibilities
1. Own and manage the full service journey for strategic business customers.
2. Lead a high-performing team to deliver on objectives with clarity and purpose.
3. Collaborate with internal teams to meet service delivery and regulatory requirements.
4. Support debt recovery efforts and contribute to new business pitches.
5. Drive innovation by developing and launching new services in line with customer and market needs.
6. Maintain strong third-party and internal relationships to hit performance targets.
7. Partner with Legal, Compliance, and Finance to support audits and regulatory actions.
8. Recruit, coach, and develop team members—championing our Business Team Development Programme.
9. Contribute to strategic planning across the B2B Growth plan and improve Cost to Serve performance.
10. Provide detailed KPI reporting and respond to internal and external escalations.
11. Perform ad-hoc duties as needed by the Head of Department.
About You
1. Industry Expertise: Proven B2B energy sector experience (essential).
2. Leadership: Strong leadership background, with team development and coaching experience.
3. Relationship Management: Skilled at managing customer relationships at a senior level.
4. Digital Skills: Confident in Microsoft Office and data tools.
Core Skills
1. Strategic thinker with strong commercial acumen.
2. Excellent communicator—both verbal and written—able to influence at all levels.
3. Strong analytical skills and the ability to translate data into opportunity.
4. Effective meeting facilitator and agenda-setter.
5. Self-motivated, outcome-driven, and great under pressure.
6. Strong project management and negotiation skills (desirable).
People & Budget Management
1. Team: Lead the Strategic team, allocating resources to align with evolving strategies.
2. Budget: Manage channel spend as per business requirements.
About Us
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.
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
Industries
Utilities
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