At a Glance
- Tasks: Drive customer engagement and retention strategies in the competitive UK energy market.
- Company: Dynamic energy company focused on customer value and innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: 12-month fixed-term contract with potential for career advancement.
- Why this job: Make a real impact on customer satisfaction and business success.
- Qualifications: Experience in SME/B2B sales and strong analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
The SME CVM Manager will own and drive the end‑to‑end customer lifetime and value strategy for SME. They ensure customers are engaged, valued, and retained in a highly competitive UK energy market. The CVM Manager is responsible for driving and maximising customer lifetime value by managing end‑to‑end customer lifecycle—from onboarding through growth, retention and winback. This role will act as the business’s retention champion, working cross‑functionally to deliver a measurable impact on churn, NPS and customer profitability. This role will oversee the performance across all SME acquisition and retention channels, including TPI/Brokers, telesales, e-commerce, renewals and business moves.
Key Responsibilities
- Execute the SME sales and retention strategy across acquisition and lifecycle management, including campaign management, strategic reviews and segmentation.
- Manage KPI/performance reporting and insights for sales volumes, retention outcomes, switches, losses, on‑supply and portfolio profitability.
- Own performance deep dives to highlight risks and opportunities for customer numbers and gross margin; balance growth objectives with customer experience.
Channel & Retention Oversight
- Oversee performance and outline the overall story across TPI/Brokers, telesales and e‑commerce acquisition channels.
- Own renewals and business move strategies for SME customers.
- Act as channel owner for SME online renewals and switches.
- Oversee gross margin performance of sales and renewals across all channels, understand drivers and manage risks with commercial teams.
Stakeholder Influence
- Partner with CRM, e‑commerce tech & data, digital, operations, credit and finance to deliver SME growth plans; work closely with data and tech teams to outline requirements and automate key items for SMEs.
- Represent SME sales and retention performance to senior stakeholders on a weekly basis.
- Influence proposition, pricing and product development to support SME segmentation needs.
Key Skills & Experience
- Significant experience in SME/B2B sales and retention, ideally in energy, telco or finance services.
- Track record in delivering sales growth through brokers, telesales and digital channels.
- Strong understanding of SME retention drivers and lifecycle management.
- Excellent leadership and stakeholder management skills.
- Commercially focused with strong analytical ability.
Measures of Success
- Growth in SME customer volumes and market share.
- Turnover reduction, improved renewal conversion and business move retention.
- Increased SME customer lifetime value and profitability.
- Growth through upselling and cross‑selling – overall customer lifetime value (CLV).
- Net promoter score (NPS) and customer happiness score.
- Increased win‑back rates and recovery of lost customers.
- Oversight of CPA guardrails and compliance mechanisms; adherence across all channels.
Employment Details
- 12‑month fixed‑term contract.
- Competitive salary.
- Location – London or Nottingham, with travel to other sites when required.
Equal Opportunity Statement
We are an equal opportunity employer. We are a Disability Confident Employer and guarantee interviews for disabled applicants who meet the minimum criteria for the role, with adjustments made as needed.
Customer Value Manager - SME in Nottingham employer: E.ON Next
As a Customer Value Manager at our company, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and development. With a competitive salary and the opportunity to work in vibrant locations like London or Nottingham, we foster a culture of collaboration and innovation, ensuring that every team member feels valued and empowered to make a meaningful impact in the highly competitive UK energy market.
