Job Title: Head of Retail Markets
Salary: to £52k
Hours: 37 hours (Monday to Friday)
Location: Green Lane, Walsall & Hybrid Working
About Us
At South Staffs Water, we’re passionate about delivering high-quality water services that meet the needs of our customers and communities. With over 160 years of expertise, we’re proud of our history, but we’re always looking to the future, embracing innovation and collaboration to improve our services. As a trusted name in the industry, we provide exceptional service to both household and non-household customers. If you’re ready to make a meaningful impact and join a forward-thinking organisation, we’d love to hear from you.
About the Role
We’re excited to announce an opportunity for a Head of Retail Markets to join our team. In this pivotal role, you’ll lead efforts to strengthen relationships with retailers, ensure compliance with regulatory standards, and drive performance improvements across the wholesale service desk and retail market operations. This is a hybrid role, combining time at our Green Lane office in Walsall and remote working.
Key Responsibilities
As the Head of Retail Markets, you’ll:
* Build and nurture strong relationships with retailers through tailored engagement plans.
* Lead continuous improvements in policies, procedures, and data management strategies.
* Ensure compliance with operational and market performance standards (MOSL).
* Manage performance against holistic reporting standards.
* Implement process improvements across the wholesale service desk, dispatch, and field teams.
* Deliver innovative customer journeys via the MOSL bilateral hub portal as part of ongoing projects.
* Oversee the Retail Market and Wholesale Service Desk Budget.
* Manage the NHH Meter Exchange Budget, ensuring CAPEX maximisation.
* Deliver key MOSL change management programmes, including BR-Mex, MPF Framework Reform, and Data Cleanse projects.
What You’ll Need
We’re looking for a strategic thinker and an excellent communicator who thrives in a regulated, customer-focused environment. You’ll bring:
* Outstanding communication skills – to proactively engage with retailers and internal stakeholders.
* Strong organisational abilities – with excellent time management and meticulous record-keeping skills.
* Attention to detail – the ability to analyse performance data, management information, and feedback to uncover key insights.
* Customer focus – a commitment to delivering exceptional service and going the extra mile.
* Collaboration skills – the ability to work across multiple teams to ensure seamless operations.
What You’ll Get in Return
At South Staffs Water, we value our people and offer a range of benefits, including:
* A competitive salary of up to £52,000.
* Flexible hybrid working, blending office and home-based work.
* A supportive and collaborative team environment.
* Opportunities for professional growth and development.
* The chance to make a tangible difference in a leading organisation.
If you’re an innovative and motivated leader ready to shape the future of retail markets at South Staffs Water, we’d love to hear from you! Apply now to take the next step in your career.
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