Industry: Energy Supply

Location: London

Salary: £60-80K

Reference: IF8525

McLean Ross are partnering with a global leading energy supplier in the recruitment of a Customer Operation Optimisation Manager to be based in their London office. The purpose of the role will include:

• Taking the business lead on key strategic and tactical initiatives to provide effective and efficient ways of working that brings value to customers and the business
• Leading the way in providing the Customer Operations management team with the right methodology and capability to deliver a lean, effective service
• Delivering the customer operations with a suite of appropriate measures and KPIs to drive the right outcomes for both customer and business
• Taking the lead in the strategic planning of customer operations including how to fully optimise digital capabilities – owner of the digital roadmap for Customer Operations
• Review, analyse and interpret management information to understand actual performance against desired state within customer operations
• Review and lead new innovations, technology and digital solutions

Duties will include:

• Own and deliver in-life customer digital experience and be responsible for increasing digital usage. Including consumer facing online portal, exploring industry digital best practice based on user insight, both analytical and opinion based. Developing digital creative solutions to answer business challenges
• Create commercial edge – Identify trends within segments for new experiences or enhancements for existing ones
• Lead the production of concepts, wireframes both low and high fidelity and present back to business, coupled with clear KPI measurement of projected success
• Establish and own short and long term goals/ KPI’s based on business goals, strategy, customer feedback and operational data for new digital/non-digital initiatives.
• Share and embed best practice principles

You will have:

• Functional experience in leading teams and managing a programme of projects to deliver business efficiencies and financial targets
• Be able to demonstrate experience of assessing of new technology and innovations and presenting to the business
• Track record of engaging and influencing Executive Committee members

Qualifications & Skills:

• Educated to degree level or equivalent
• Green Belt Six Sigma or equivalent
• Knowledge of the UK B2B energy market
• Must be organised and able to use change management skills and experience to deliver continuous improvement

 For more information and to apply, please get in touch with [email protected] or call 0207 448 7248.