Strategic Relationship Manager

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.

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.

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.

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.

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.

You’re a confident leader with a strong background in customer relationship management, within the B2B energy sector You excel at building strong relationships, managing complex portfolios, and enabling your team to deliver a consistently high-quality service. You thrive in fast paced environments, take ownership, and understand how to balance commercial priorities with exceptional customer experience.

Strong experience in B2B account management, client relationship management, or strategic portfolio oversight

Proven leadership experience, including coaching, performance management, and supporting career development.

Strong understanding of energy industry processes (metering, billing, settlement)

Experience building senior level customer relationships and managing escalations.

Demonstrated ability to meet KPIs, drive improvements, and deliver client-driven solutions.

Strong commercial awareness and numeracy skills Experience working with CRM systems; Salesforce knowledge highly desirable.

Experience working with Third Party Intermediaries (TPIs)

Background in the renewable or sustainable energy sector

Experience supporting transformation or change programmes.

Customer centric, with a passion for delivering exceptional experiences.

Strategic thinker with a proactive, solutions focused mindset.

Engaging, supportive leader who builds trust within teams.

Self-driven, accountable, and motivated to deliver high performance.

Adaptable and comfortable in a dynamic, evolving environment

A true team player who fosters collaboration, openness, and long-term relationships

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.

The fast moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.

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.