Customer Delivery Manager in Warwick

The global energy market is experiencing a level of geopolitical and commercial change not seen before - offering great opportunity, and risk - which can be navigated by commercially savvy, capable, and quick-footed businesses, with a desire to sustain and grow through change and uncertainty. National Gas, and its shareholders, seek to optimise performance and deliver growth aligned within this period, aligned to our strategic values and shareholder parameters on investment.

The Customer Delivery Manager is a leader in our Commercial Business Development team, leading a team of nine. You will be responsible for executing the customer strategy across the organisation, ensuring a seamless experience throughout the customer journey (B2B). This role encompasses leadership of customer service across multiple directorates, including ownership of connections and network diversion contracts, stakeholder management, digital engagement, and retention and growth strategies through customer intelligence, strategic relationships, and delivery of high customer performance.

A key leader in enabling new markets such as biomethane and data centres, and optimising opportunities through leading innovative change programmes, such as connections reform, you will be responsible for ensuring services, policies, contracts, and ways of working in the business align to new needs of National Gas customers while delivering an efficient delivery cost aligned to regulatory and shareholder expectations.

About the role:

• Lead and manage Contracts team, ensuring high performance, cost efficiency, and consistent delivery of KPIs (e.g. response times, Net Promoter Score, complaints handling, regulatory performance, outperformance of competitors).
• Transform Contract and Diversion process across the organization, deliver optimum performance through system, process, RACI, OpModel, Governance and reporting changes as required.
• Oversee the design and continuous improvement of end-to-end customer journeys, including onboarding, billing, issue resolution, and service changes.
• Delivery of best-in-class diversion and connections works in a competitive market, achieving reduced costs and time for activities aligned to customer expectations and delivering significant growth in these markets.
• Establish a clear, outcome-minded customer strategy for National Gas, and future business development opportunities, ensuring effective delivery and embedding of Connection growth and market share outperformance, CSAT, NPS, and broader metric performance improvements.
• Creation and execution of pragmatic, holistically informed and variable to market Customer strategy aligned with the company's mission, regulatory obligations, and growth objectives.
• Optimising OpEx and CapEx expenditure, prioritising commercial sensitivities including customer performance, strategic value, licence delivery and EBITDA benefit.
• Delivering substantive external written support and advocacy aligned to reopener requirements in RIIO3 period of investment £1.1bn through engagement, workshops, material production and lobbying.

About you:

• You have significant experience of leading and developing teams, with a commercial and analytical mindset; negotiation and delivery proficiency, and exceptional communication skills.
• Proven experience of developing and delivering customer strategy in utilities and ideally the energy sector (infrastructure within regulatory rather than merchant market preferred).
• Developing long term informal and formal partnerships of mutual benefit supporting the delivery of energy market commercial and policy development.
• High emotional intelligence and the ability to adapt and be agile to changing situations and stakeholder relationships.
• Exceptional stakeholder management with the ability to take complex and uncertain information, and communicate it for a senior management audience and decision making in a credible and holistic manner.
• High level of commercial acumen, able to navigate commercial tensions and develop pragmatic delivery models for works across the organisation.

What we can offer you:

• Performance bonus of up to 15% pa
• 36 days' holiday (inc statutory days) - and option to buy 5 additional days pa
• Opt In flexible benefit scheme, including salary sacrifice car, private healthcare, dental insurance, technology plans and more
• Financial protection with 10x salary death in service and financial support if you're unable to work
• Excellent family friendly provisions

Other 'nice to knows':

• Hybrid working - 2-3 days per week in our Warwick office
• Free gym and free parking onsite
• Canteen and coffee shop onsite

About us:

Gas provides the energy security to support renewable electricity generation, and we are developing our infrastructure to transport hydrogen and carbon dioxide across the country. We are Britain's national gas network, providing secure energy to power the country, achieve net zero and maintain our industrial competitiveness. At National Gas, we're committed to building a workforce that reflects the communities that we serve. We celebrate the different experiences our colleagues bring and encourage applicants of all backgrounds to apply. To that end we want to support you during the interview process, please advise your recruitment partner if you require any reasonable adjustments.