Strategic Customer Experience Lead

6 days ago


Stroud, Gloucestershire, United Kingdom Ecotricity Full time

Job Description

We are seeking a Senior Customer Experience Manager to oversee the end-to-end customer journey for a subset of our clients, striving for a best-in-class service provision. This role involves leading a team responsible for building exceptional relationships with strategic accounts, while delivering service excellence.

Key Responsibilities:

  1. Responsible for the end-to-end service delivery journey for our strategic business accounts.
  2. Lead a team that proactively assesses, clarifies, and validates customer needs on an ongoing basis, while delivering to a clear set of objectives.
  3. Work closely with various internal stakeholders to ensure both industry regulatory requirements and service delivery targets are met.
  4. Act as a key support to our debt colleagues in assisting debt recovery.
  5. Develop existing as well as support the introduction of new services through effective internal and external communication.
  6. Work with third parties to ensure both internal service and targets set by third-party and governing bodies are met.
  7. Work closely with Legal, Compliance, and Finance to manage internal and external audit actions.
  8. Lead effective recruitment strategy across the business unit.
  9. Successfully lead/coach a team through the Business team development programme, working to promote the model.
  10. Work with the leadership team in Growth & Customer Experience to deliver a market-leading B2B proposition and customer experience.
  11. Deliver against Cost to Serve business plan.
  12. Adhere to Ecotricity governance, collaborating with business leads.
  13. Provide support in internal/external escalations.

Requirements:

  • Extensive experience in leadership.
  • Experience in managing customer relationships at a senior level.
  • Good computer literacy, including Microsoft Office Packages.
  • Able to assess and interpret data and identify opportunities.
  • Strong communication with the ability to communicate to a senior level of stakeholder, both internally and externally.
  • High level of numeracy and problem-solving ability.
  • Excellent written and verbal communication skills.
  • Ability to set clear agendas and control external meetings with clients.
  • Excellent time management and personal organisational skills.
  • Ability to think strategically and contribute to the overall B2B plan.
  • Strong networking, both externally and internally.
  • Self-driven and results-orientated.
  • Ability to work under pressure and manage multiple deadlines.
  • Strong commercial acumen skills.
  • Negotiating and Project Management and Leadership skills.


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