Lead Commercial Account Management

Job Description

We're looking for a commercially minded, proactive, and data-driven leader to drive exceptional service delivery and revenue management for our most significant corporate and generation customers. This is a high-impact role with a strong focus on operational efficiency, team coaching, and strategic relationship management across our key portfolios.

Working closely with Sales, Origination, Billing, Debt, and Industry Operations, you'll play a key role in building consistency, mitigating risk, and maximising customer retention and satisfaction.

Responsibilities

• Team Leadership: Lead, coach, and support a team of Account Managers (Import & Export), fostering a culture of accountability, commercial awareness, and continuous improvement.
• Customer Centricity: Shape and maintain an exceptional customer experience for our large business and generation customers, ensuring consistent, high-quality delivery across the entire customer journey.
• Data-Driven Account Health: Use customer, billing, and payment data to monitor performance against SLAs, proactively identifying risks, trends, and opportunities before issues escalate.
• Commercial Judgement: Bring strong commercial awareness to day-to-day decision-making, balancing optimal customer outcomes with business priorities and robust risk management.
• Stakeholder Alignment: Build strong relationships with internal leaders across Sales, Origination, Billing, Debt, and Operations to ensure performance expectations and business strategies are fully aligned.
• Escalation & Resolution: Act as a key point of contact for strategic accounts, supporting the team with complex queries, root cause analysis, and high-level relationship challenges.
• Strategic Growth & Retention: Attend and contribute to customer review meetings to identify retention, partnership, and growth opportunities, whilst firmly representing the voice of the customer internally.
• Process Consistency: Build and embed consistent account management practices, customer communications, and service delivery from onboarding through to offboarding.
• Performance Reporting: Produce and interpret robust performance reporting, providing the insights and recommendations needed to challenge and elevate team performance.
• Continuous Improvement: Champion service improvements and support change management internally, collaborating with Change, Product, and Development teams to keep our offering in-line with market expectations.

What you'll need to succeed

You're an experienced leader with a proven track record in a B2B service and operational environment with direct customer relationship management. Combining strong analytical skills with sharp commercial acumen, you know how to balance customer needs with business priorities. You thrive in a fast-paced environment and are passionate about coaching teams to deliver operational excellence.

Essentials:

• Purpose-Driven: Passionate about sustainability and our mission, reflecting this dedication in the service delivered to our customers.
• People Leader: An experienced performance coach who genuinely enjoys building, motivating, and developing high-functioning teams.
• B2B Expertise: Robust experience in B2B Account Management, ideally within the energy sector, with a natural talent for building long-lasting, high-value relationships.
• Data-Driven Mindset: Able to leverage billing, payment, and customer data to drive insights, identify risks, and implement smarter, faster solutions.
• Influencing Skills: A confident communicator who can naturally engage, challenge, and influence stakeholders at all levels, both internally and externally.
• Adaptable & Proactive: A quick learner who thrives both independently and collaboratively, with a desire to share knowledge across the business.
• Mobility: Confident and willing to travel for in-person customer meetings and strategic reviews from time to time.

Desirables:

• Knowledge or experience within renewables, energy, or microgeneration.
• Experience working in operational roles within the green energy sector.

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office once a month based on location.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Great allowances for hybrid working:

• 🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
• 🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

🎁8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.