About the Role…
As a Strategic Relationship Manager, you will serve as the overall portfolio owner for our Key Business Customers.
Your role will involve cultivating strong relationships with customers by consistently delivering on promises in a timely manner. It’s about ensuring they feel appreciated while offering a service that stands out from the competition.
You will oversee a small team of Customer Relationship Managers responsible for the daily tasks related to our Strategic Customers, leveraging your experience to mentor and develop your team, helping them become top-notch Relationship Managers.
You and your team will not only provide exceptional service but also meet tight deadlines. You will track and report on service performance, ensuring the business is kept informed about the satisfaction and needs of your customer base. As the voice of your customers, you'll play a key role in shaping decisions that foster long-term relationships.
As part of your responsibilities, you will regularly conduct Service reviews with your customers, both in person at their offices and remotely. Being able to travel is a key aspect of the role, and with that comes the need for confidence and excellent presentation skills.
As part of the B2B Customer Experience team, you'll work alongside colleagues to implement departmental and company-wide initiatives, new product offerings, and tackle any ad hoc tasks.
This dynamic role, set in a fast-paced environment, is ideal for someone passionate about customer service, people management, and supporting our mission.
Core Responsibilities:
* Serve as the overall of contact for Strategic customers, overseeing all aspects of the customer journey in B2B. Consistently assess, clarify, and validate customer needs to ensure ongoing satisfaction.
* Lead a team of Customer Relationship Managers, ensuring the completion of daily tasks and driving project initiatives.
* Proactively track and manage customer demand to deliver to regulatory requirements, KPI/SLA and internal objective, using operational KPI dashboards.
* Monitor accounts at a detailed level to ensure accuracy, especially in metering, billing, and settlement, ensuring alignment with internal performance measures, account goals, and customer expectations.
* Host customer meetings to collaborate and implement overall portfolio plan for your customer base.
* Collaborate with the broader B2B team, as well as external service providers to analyse and recommend improvements to process, products and services within Ecotricity and the wider industry, acting as the voice of the customer.
* Assist Business Sales in new business pitches by supporting the onboarding of new customers, applying a project management approach to monitor the Go Live process, and taking responsibility for the effective registration of new Customers.
* Support Business Sales in keeping strong relationships with key existing customers, including preparing service updates for meetings, tracking KPIs, handling complaints, and managing service delivery.
* Support our Debt Team to reduce outstanding balances on aligned accounts, minimising payment barriers and supporting cash collection through key account contacts.
About you…
We’re looking for someone passionate about delivering outstanding customer service to our most important business Customers, while managing the behind-the-scenes processes that ensure “best-in-class” delivery.
You will have a strong background in relationship management, with proven experience in handling both smooth and challenging situations. You’ll be skilled in managing stakeholders at all levels, both internally and externally.
With expertise in the energy industry and/or Customers or 3rd Party Management, you will have a desire to expand your skills and knowledge further.
You’ll define what “excellent” looks like both overall and for your specific customers and lead your team to do the same.
While you’ll adhere to industry procedures and processes, you’ll also have the creativity to think outside the box when it comes to finding resolution options.
You’ll have exceptional time management skills, allowing you to multi-task and meet targets while addressing the needs of both customers and the business in a fast-paced environment. You’ll be a strong communicator who can influence and coach both internal and external stakeholders.
You’ll take pride in watching your direct reports excel in their roles, and you’ll play a key part in their development. As a natural people leader with extensive experience, you’ll be committed to guiding your team.
By getting to know your customers and building long-term relationships, you’ll gain a deep understanding of their business needs. This will allow you to continuously improve the service provided on behalf of Ecotricity, while balancing the cost to serve and the existing commercial agreements.
Knowledge Required
* Experience of working within the energy industry (Essential)
* Leadership experience
* Experience in managing customer/3rd party relationships
* Strong communication with ability to communicate to stakeholders (internal & external)
* Skills Required
* Effectively manage relationships with both external and internal customers (including the setting customer expectations)
* Analytical ability to assess and interpret data and identify opportunities and solutions
* Excellent written and verbal communication skills
* Ability to set clear agendas and support external meetings with customers
* Able to work under pressure, on own initiative and manage multiple deadlines.
* Strong commercial acumen
* Self-driven and results orientated
* Demonstrates Leadership
* Influences outcomes using effective negotiation
* Committed to continual improvement
* Engaging and motivating attitude and style
* Exceptional team player who builds open and supportive relationships
* Flexible and adaptable approach to work
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.
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 2023, 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.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.