Job Description
As the Strategic Customer Experience Manager, you will be responsible for overseeing the end-to-end customer journey for a subset of Ecotricity clients, striving for a best-in-class service provision. You’ll be responsible for leading a team, where the core function is to build exceptional relationships with strategic accounts, whilst delivering service excellence. It’s about making our customers feel valued and offering a service level that sets us apart from the rest! We’re looking for you to coach and develop your team, leaning on your extensive experience, to support in conversations with our customers – as well as working closely with the Business Sales team, to support customer retention. This is a diverse role, in a fast-paced environment; you’ll not only be responsible for leading your team but will be expected to play a key part in developing our overall strategic service proposition. You’ll work closely with key stakeholders around the business, helping to improve how we do things today –whilst mitigating business and customer experience risks.
Core Responsibilities…
• Responsible for the end-to-end service delivery journey for our strategic business accounts
• Lead a team that proactively assesses, clarifies, and validates customer needs on an ongoing basis – whilst delivering to a clear set of objectives
• Works closely with a variety of internal stakeholders to ensure both industry regulatory requirements and service delivery targets are met
• Act as a key support to our debt colleagues, in the assisting of debt recovery
• Assist Business Sales in new business pitches, in support of our overall business growth plan
• Develop existing as well as supporting the introduction of new services through effective internal and external communication
• Work with third parties to ensure both internal service and targets set by third-party and governing bodies are met
• Work closely Legal, Compliance and Finance to manage internal and external audit actions
• Lead effective recruitment strategy across business unit
• Successfully lead/coach a team through the Business team development programme, working to promote the model
• Work with the leadership team in Growth & Customer Experience to deliver a market leading B2B proposition and customer experience
• Deliver against Cost to Serve business plan
• Adhere to Ecotricity governance, collaborating with business leads
• Provide support in internal/external escalations