Director of B2B CX & Debt Risk

The Director of B2B CX & Debt Risk will lead the strategic direction and operational execution of the full B2B customer lifecycle — from onboarding and service excellence through to revenue collection and B2B debt recovery. This cross-functional leadership role plays a pivotal part in shaping Ecotricity’s B2B experience and ensuring operational performance and financial sustainability, especially across our B2B, Microtricity and Origination portfolios. You will work closely with senior leaders across B2B, Finance, Technology, Legal, and Commercial to optimise systems, processes, and outcomes — always balancing customer satisfaction with financial performance and regulatory compliance. This role is very varied, challenging and rewarding, requiring exceptional communication and organisational skills.

What will you do?

• Ensure P&L profit and revenue growth is achieved (B2B, Microtricity & Origination)

• Own and evolve the end-to-end B2B customer journey strategy across B2B, Microtricity and Origination segments.

• Align strategic plans to wider commercial objectives to ensure business plan delivery • Work with the department lead to continue to develop and deliver a best-in-class Customer Experience (CX) strategy to drive onboarding success, service excellence, retention, and acquisition of new business.

• Champion continuous improvement across customer-facing systems (e.g. Salesforce, billing platforms), ensuring scalability, usability and an optimisation of ‘Cost to Serve’

• Strategically align operational improvements to the business growth agenda and sustainability goals

• Work across internal senior stakeholder groups to cross-promote the company brand and purpose

• Support department lead to deliver consistent performance, mentoring and coaching for success across colleagues

• Own Director/senior level relationships with our customers and TPIs to ensure effective execution of contract and KPI promises

• Ensure we have a high-performing function, including appropriate structure, skills, and performance to KPIs

• Support the department lead to continue to define and implement a robust B2B debt recovery strategy aligned with business objectives and customer fairness

• Oversee function performance, forecasting, and budgeting — identifying trends and corrective actions

• Own Director/senior level relationships external partners (legal firms, recovery agencies) to ensure effective debt recovery and ROI

• Ensure all activity complies with relevant industry regulations and internal governance frameworks

• Adhere to Ecotricity governance, collaborating with other senior stakeholders

• Work collaboratively with Billing, Finance, Technology, and Commercial teams to ensure upstream and downstream processes support customer experience and debt recovery

• Identify and unblock systemic issues impacting cash collection

• Own and make decisions on internal/customer escalations – appropriately raising with Director of Business Energy where required

• Contribute to the development and maintenance of strategic roadmaps across B2B systems and platforms

• Represent the B2B CX and Debt Risk perspectives at senior leadership forums, providing insight-driven recommendations to gain board support

• Any ad-hoc tasks as requested by the Director of Business Energy

• Various standard and ad-hoc reporting (including providing detail on all KPI’s to Director of Business Energy upon request)

Skill Set Required:

• Ability to adapt and work at pace, in a dynamic environment

• Proven experience in a senior B2B leadership role spanning customer experience, operational delivery, and debt recovery

• Strong track record of improving customer journeys and reducing ‘Cost to Serve’

• Deep understanding of B2B Energy CX and Debt lifecycles, collections strategies and associated regulatory requirements

• Skilled in data analysis and using insight to drive decision-making and performance improvement

• Confident working cross-functionally with senior stakeholders and influencing across Directorate/company boards

• Experience in managing large teams and external partners, with a coaching and development mindset

• Familiarity with platforms such as Salesforce and energy billing systems is desirable

• Strong commercial acumen and a solutions-oriented mindset • Ability to think outside the box and challenge the status quo

• Excellent attention to detail

• Ability to demonstrate commercial thinking, continually assessing and prioritising effectively

• Provide clear commentary, both in written form and when presenting to an internal or external senior audience. Experience of writing clear and compelling business cases

• Passion for Ecotricity’s mission to end fossil fuels and accelerate the green energy transition

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• 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.