Hybrid office presence-Three days per week in Stroud office (GL5)
As a Strategic Relationship Manager, you will hold ultimate accountability for the performance, satisfaction, and long-term value of Ecotricity Business’s high value and strategic customer portfolio. Acting as the partner, you will ensure that our most important customers receive an exceptional service experience through the proactive management of their portfolio.
You will lead a team of Customer Relationship Managers, providing guidance, coaching, and direction to ensure all portfolio KPIs are achieved, operational tasks delivered effectively, and customer issues get resolved quickly and accurately. Your role combines strategic account management, operational oversight, and continuous improvement, working cross functionally to remove barriers, deliver commercial value, and strengthen customer loyalty.
You will build deep understanding of customer needs, industry trends, and internal performance to deliver a ‘Best in Class’ service proposition and ensure Ecotricity Business remains the supplier of choice in the competitive B2B energy market.
Key Responsibilities
Strategic Account Management
- Own the relationship for a portfolio of high value and strategic business customers, acting as a trusted energy partner and advisor.
- Drive long term portfolio performance, ensuring retention, growth, and commercial value are achieved.
- Meeting customers in person is a regular part of the job. You’ll visit them, understand their needs, build strong working relationships and be comfortable engaging with stakeholders at all levels. You will be presenting insights, performance updates, and recommendations for improvement on their portfolio.
- Understand each customer’s business, industry pressures, sustainability goals, and operational needs to deliver tailored solutions.
- Identify opportunities to expand service offerings, improve contract value, or support customers with new Ecotricity Business products and initiatives.
- Support our Sales Team with securing new business opportunities and guide customers through onboarding to ensure a smooth, positive, and consistent high-quality customer experience.
Leadership & Coaching
- Lead, coach, and support a team of Customer Relationship Managers, ensuring they deliver exceptional service and achieve agreed KPIs.
- Provide guidance on complex queries, escalations, complaints, and challenging cases.
- Drive a collaborative, high performance culture rooted in accountability, customer centricity, and continuous improvement.
- Support professional development through regular 1:1s, skills development, feedback, and training.
Operational Excellence
- Oversee CRM activity and end to end account management processes to ensure accuracy, compliance, and timely delivery.
- Ensure all metering, billing, and settlement activities across the portfolio are accurate, compliant, and managed to SLA.
- Monitor and manage performance KPIs across the team, including billing accuracy, complaint resolution times, customer satisfaction, and help contribute to debt reduction through collaborative working with Debt Colleagues.
- Collaborate closely with internal teams to remove barriers and ensure smooth customer journeys, taking ownership of all outstanding cases for your portfolio.
- Ensure regulatory and compliance standards are adhered to across all account management activities.
Continuous Improvement & Change Leadership
- Identify recurring portfolio issues or process failures and lead the creation of improvement plans.
- Partner with the Change & Transformation team to shape and embed new products, services, and processes.
- Promote a culture of innovation, encouraging the team to suggest ideas that enhance the customer experience.
- Use data and insights to proactively identify risks, inefficiencies, or opportunities for optimisation.
About the team…
Our Ecotricity Business team is fast paced, collaborative, and dedicated to delivering the absolute best service to our strategic business customers. We take pride in owning the customer journey from start to finish and supporting one another to achieve outstanding results. As we continue to grow and transform our service offering, you’ll play a crucial role in shaping the future of our customer experience — bringing innovative ideas to the table, improving processes, and championing our people.
