Strategic Customer Experience Manager

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Strategic Customer Experience Manager, Stroud

Client:

Location:

Stroud, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

4

Posted:

13.04.2025

Expiry Date:

28.05.2025

Job Description:

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 and 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

What's in it for you...

• Healthcare plan, life assurance, and generous pension contribution.
• Hybrid Working.
• Various company discounts (including shops, gyms, days out, and events).
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
• Cycle to work scheme, car pooling, and onsite parking available.

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast-moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

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, sun parks, and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though - we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.