Engagement Delivery Manager

3 weeks ago

London, United Kingdom DCC Full time

**The Role - Engagement Delivery Manager, Salary £53,000 - £57,000 p.a.** The role will be accountable for driving forward improvements in our engagement approach outside of the Smart Energy Code governed committees and focus on direct engagement with customers. Oversee the narrative and discussion through forums such as the DCCled Quarterly Finance Forum, Executive level peer to peer meetings, supplier forums as well as improving visibility of customer sentiment and engagement internally to ensure that DCC can deliver and demonstrate effective customer engagement for the benefitof delivery and OPR.

The successful individual will be the DCC engagement lead at industry forums where required but most importantly they will lead on and ensure consistent and relevant messaging to customers via external committees and forums and through direct customer engagement.

**What we are looking for**:
We are looking for an experienced and driven individual with an understanding of our regulatory and operational obligations as well as the balance in engaging with core customer stakeholders. Taking ownership of “account management” to our customer stakeholdersacross DCC led engagement channels, the individual will need to be the voice of the customer taking ownership in shaping the customer value propositions internally whilst representing the DCC externally for the benefit of all.

The individual must be self-starter who is excited by the challenge of developing a strategic approach to stakeholder engagement. The role will involve ensuring the delivery of engagement plans across programmes and core services and the coordination ofmessaging surrounding these activities.

Reporting to the Head of Customer Engagement Delivery, they will work as part of a delivery team to see through the following activities:
**Key accountabilities:**
- DCC lead for managing strategic oversight of messages and engagement with relevant non-SEC customer forums to ensure consistency of messaging against other SECAS, BEIS and other industry forums (including SEC Panel, other SEC sub-committees).
- Proactively develop 121 relationships with forum and committee members to create a collaborative environment to work through challenges and issues as well as generating confidence in DCC.
- Proactively identify forum and meeting agenda items through engagement plans and working collaboratively across the customer engagement team to ensure a continuity of message for customers.
- Oversee and manage actions raised by customers through the forums and non-SEC customer engagement channels and ensure they are fit for purpose, consistent, timely and reasonable.
- Ensure DCC and SEC engagement processes are being adhered to.
- Work in collaboration with external stakeholders - SEC Secretariat (SECAS), SEC Independent Chairs, EUK Ofgem and BEIS where required;
- Working closely with DCC wider teams map new contacts within existing and new customer organisations in support of DCC future plans
- Day to day management of DCC’s bilateral engagement with our key customers and senior staff within DCC, including ExCo and the Board.
- Preparing briefings for senior level bilateral meetings and hold pre-meetings where needed and that meeting details are logged in detail and added to the new CRM capability
- Maintenance of the Bilateral Customer Engagement Log, capturing the feedback from meetings, and customer sentiment.
- Management of the monthly Customer Engagement report to ExCo, which reflects the current health of our bilateral relationships across the organisation.

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