Responsable des Relations Stratégiques (H/F)

Job Description

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.

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.

Knowledge & Experience

Essential:

• 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.

Desirable:

• Experience working with Third Party Intermediaries (TPIs)
• Background in the renewable or sustainable energy sector
• Experience supporting transformation or change programmes.

Skills

• 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.
• High attention to detail, with the ability to interpret and challenge data.

Attributes

• 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

What's in it for you...

• 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.

Flexibility statement

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.