Strategic Relationship Manager

Job Description

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.

You'll need to be based within a reasonable distance and able to travel to our office in Stroud, Gloucestershire as the role requires 3 days office presence, inline with the agreed hybrid working rota.

The salary band for this role is ??33,000 - ??35,000 + 30% OTE.

Core Responsibilities

• 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.
• 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.
• Ensure regulatory and compliance standards are adhered to across all account management activities.
• 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 You

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.

Essential skills

• Strong experience in B2B account management, client relationship management, or strategic portfolio oversight
• Background in the renewable or sustainable energy sector
• Strong understanding of energy industry processes (metering, billing, settlement)
• Experience building senior level customer relationships and managing escalations.
• Experience working with Third Party Intermediaries (TPIs)
• Experience supporting transformation or change programmes
• Excellent communication skills at all levels, including presenting to senior stakeholders
• Strong problem solving and analytical ability
• Effective prioritisation, organisation, and decision-making skills
• Ability to work collaboratively across teams and influence without direct authority
• 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.
• Proven leadership experience, including coaching, performance management, and supporting career development highly desirable.

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.