Customer Experience Manager

CFP Energy (UK) Ltd; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading energy supply company is seeking a dynamic B2B Customer Experience Manager to enhance service performance for key accounts. You will lead a team, manage customer satisfaction, and develop strategies to optimize the customer journey. The ideal candidate should have proven experience in customer service management within the energy sector and excel in team leadership and data analysis.

Qualifications

• Proven experience in customer service management leadership within the energy or utilities sectors.
• Demonstrated success in leading multi-tiered teams through transformation or change.
• Data-driven mindset with the ability to analyze metrics and translate insights into action.

Responsibilities

• Lead and manage three Team Leaders and Customer Relationship Managers.
• Own the end-to-end customer experience strategy.
• Monitor customer feedback and satisfaction metrics.

Skills

Customer-focused leadership

Excellent communication skills

Stakeholder management

Data analysis

Tools

CRM systems

Customer feedback tools

Job description

Job summary:

Brook Green Supply are an independent B2B energy supply company. You will be working alongside a vastly experienced team who have operated in the energy industry for many years, providing a fantastic career opportunity for a determined, flexible, and driven individual, with personal development and progression aligned to the continued growth and success of the business.

We are seeking a dynamic and strategic B2B Customer Experience Manager to lead and enhance the service performance for our Key Account customers. As our Customer Experience Manager, you will be the driving force behind the design, delivery, and continuous improvement of our customer journey – from onboarding to renewal.

Role

The successful candidate will be accountable for: customer satisfaction, loyalty, and operational excellence goals. You will lead and manage three Team Leaders and a wider team of Customer Relationship Managers and Support to deliver exceptional service across all key customer journey touchpoints as we scale our proposition.

Essential functions of the job:

• Leadership & Team Management: Manage and mentor three Team Leaders responsible for a wider team of customer relationship professionals.
• Leadership & Team Management: Set and regularly measure clear performance and quality goals, provide coaching, and support professional development.
• Leadership & Team Management: Foster a culture of ownership, collaboration, and continuous improvement.

Customer Experience Strategy:

• Own the end-to-end customer experience strategy, ensuring alignment with business objectives and growth plans.
• Develop and implement scalable strategies to make the customer journey best in the industry.
• Monitor customer feedback and satisfaction metrics (e.g., NPS, CSAT) to identify trends, root cause and proactively take forward areas for improvement.
• Collaborate with cross-functional teams (e.g., Key Account Managers, Settments, Billing, Credit Control) to resolve systemic issues impacting the experience our customers receive.

Operational Excellence:

• Ensure the team’s resilience to consistently meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the implementation of tools and processes that enhance customer interactions and streamline processes.
• Lead initiatives to digitise customer service journeys.
• Stakeholder Engagement: Partner closely with the Operational, Key Account and Sales management community.
• Stakeholder Engagement: Provide regular reporting and insights to key stakeholders and the senior leadership team on customer experience performance and initiatives.
• Stakeholder Engagement: Represent the ‘voice of the customer’ in internal discussions and decision-making through evidence-based insight.

Skills and experience required:

• Proven experience in customer service management leadership within the energy or utilities sectors.
• Demonstrated success in leading multi-tiered teams, including team leaders and supervisors, through transformation or change.
• Highly customer-focused.
• Proven ability to engage and influence at all levels.
• Excellent communication and stakeholder management skills.
• Data-driven mindset with the ability to analyse metrics and translate insights into action.
• Familiarity with CRM systems, customer feedback tools, and digital service platforms.

Desirable:

• Knowledge of regulatory requirements in the energy industry.
• Experience with change management and process improvement methodologies (e.g., Lean, Six Sigma).
• Passion for sustainability and the energy transition.

CFP Energy is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.