Customer Value Management Lead (SME)

We're looking for a commercially minded Customer Value Management Lead (SME) to manage the day-to-day delivery of our SME sales and retention strategy.

In this role, you'll oversee campaign execution across multiple channels- including TPI/Brokers, telesales, and e-commerce, while leading targeted retention programmes for renewals and business moves. You'll also play a key role in ensuring all campaigns are delivered accurately, compliantly, and in line with performance targets.

With a keen eye for data, you'll analyse channel performance to uncover customer insights and pinpoint the root causes behind results, then take decisive action to implement smarter, more effective approaches that drive growth.

This is a hybrid role based at either our Nottingham or London hub, where you’ll be expected to be on-site 1-2 days per week.

Here’s a taste of what you’ll be doing

• Manage SME acquisition activity across TPI/Broker, telesales, and e-commerce channels, ensuring effective campaign coordination and partner communication.

• Oversee the delivery of retention campaigns for renewals and business moves, working cross-functionally with CRM, Digital, Tech & Data, and Operations teams.

• Track and report on channel and campaign performance, escalating issues when necessary to ensure delivery remains on track.

• Collaborate with analysts to review customer and financial performance data, identifying risks, opportunities, and areas for optimisation.

• Provide clear recommendations based on performance insights to improve acquisition and retention outcomes.

• Document key processes and lead continuous improvements to drive efficiency and campaign effectiveness.

Are we the perfect match?

Here's what we need from you

• Experience in sales delivery, account management, or lifecycle operations within B2B/SME markets.

• Highly competent in analytics and able to collate, develop and interrogate insight, to make recommendations on how we might improve customer sales, retention and churn.

• Knowledge of TPI/Broker, telesales, and e-commerce channels.

• Strong organisational skills with the ability to manage multiple campaigns.

• Clear communicator with excellent stakeholder coordination skills.

 It would be great if you had

• Understanding of UK energy SME market dynamics.

• Finance experience.

Here’s what else you need to know:

• Role may close earlier due to high applications.  

• Competitive salary.

• Location: Nottingham or London with travel to our other sites when required.

• Working environment: Flexible hybrid working – a blend of in the office and home working.

• Excellent parental leave allowance. 

• Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds.

• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings. 

• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024. We’re open to discussing how flexibility can work for you. 

• Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers. We’re also proud winners of Best Employer for Women and Human Company of the Year -recognising our inclusive, people-first culture.

• Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone. 

• Accessible & Supportive - Do you consider yourself as having a disability? As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process. 

• Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way. 

• For all successful candidates.  Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider.

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

We realise the best people bring their energy at different times, so we’re happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share, remote working and variable start and finishing times.