Customer Engagement and Performance Manager – Portsmouth Water AMP8

Cappagh; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A civil engineering company is seeking a Customer Engagement and Performance Manager to lead customer strategy and manage relationships. The role involves tracking KPIs like C-Mex and driving performance improvements. Ideal candidates will have experience in customer engagement and a strong analytical background. The position is based in London, offering growth opportunities and a focus on quality service.

Benefits

Career growth opportunities

Ongoing training

Positive work environment

Qualifications

• Experience in customer engagement, service excellence, or performance management in utilities.
• Understanding of regulatory customer metrics like C-Mex, D-Mex, and Br-Mex.
• Strong analytical skills and data-driven decision-making ability.

Responsibilities

• Develop and implement a strategic customer engagement plan.
• Manage and improve customer relationship processes.
• Establish and monitor KPIs, including regulatory measures.
• Utilize data to track customer satisfaction and operational performance.

Skills

Customer engagement

Stakeholder management

Analytical skills

Communication skills

Education

Relevant qualifications in customer service or business management

Job description

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Customer Engagement and Performance Manager – Portsmouth Water AMP8, London

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Client:

Cappagh

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

35ef7f964b68

Job Views:

14

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Job Description

Are you passionate about creating great customer experiences and driving measurable performance? Cappagh Contractors are looking for a forward-thinking Customer Engagement and Performance Manager to join our team on the Portsmouth Water AMP8 framework. In this role, you'll be responsible for shaping our customer strategy, managing key relationships, and delivering exceptional service. You'll use data-driven methods to track KPIs, including CMEX and BMEX, and lead continuous improvements across customer journeys.

If you have a strategic mindset, stakeholder engagement skills, and a proven track record of delivering results, we want to hear from you.

Company
Cappagh Contractors

Reports to
Contract Manager/Operations Director

Cappagh Contractors seek a dynamic Customer Engagement and Performance Manager to drive customer excellence and strategic engagement within the Portsmouth Water AMP8 framework. This role will focus on customer relations, strategic vision, and performance management against KPIs such as CMeX, DMeX, and BrMeX.

Key Responsibilities

• Develop and implement a strategic customer engagement plan aligned with regulatory requirements and company vision.
• Manage and improve customer relationship processes, ensuring proactive and personalized engagement.
• Establish and monitor KPIs, including regulatory measures like C-MeX, D-MeX, and Br-MeX.
• Utilize real-time data and analytics to track customer satisfaction and operational performance.
• Conduct regular performance reviews, leveraging insights for improvements.
• Act as the primary contact for stakeholders and client representatives, ensuring positive collaboration and issue resolution.
• Prepare and present KPI reports for clients, regulators, and internal teams.
• Promote a culture of continuous improvement, learning, and customer focus within teams.

Requirements

• Experience in customer engagement, service excellence, or performance management in utilities or related sectors.
• Understanding of regulatory customer metrics like C-Mex, D-Mex, and Br-Mex, with skills to improve performance.
• Strong analytical skills and data-driven decision-making ability.
• Proven stakeholder management and negotiation skills.
• Excellent communication skills, both verbal and written.
• Relevant qualifications in customer service, business management, or related fields.

About Cappagh Contractors

Cappagh Contractors is a civil engineering company specializing in utilities and water sector projects, committed to quality, safety, and customer service. We offer career growth opportunities, ongoing training, and a positive work environment. To apply, send your CV and cover letter via the application form on this page, referencing PWCEPM.