Customer Engagement Manager

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

We’ve been in Britain’s homes for over 200 years. But at British Gas, we’ve never been more excited about the future.

Right now, we’re at a pivotal moment. As well as leading our customers through a once-in-a-generation cost of living crisis, we’ve got big plans to get our homes closer to Net Zero.

That’s why we need a brilliant Customer Engagement Managerto help us get to where we’re going. You’ll bring bags of energy, know-how and passion to our family of door-opening brands, including British Gas and Hive. And you’ll join a team who are just as focused delivering on fantastic results as you are.

You'll Leading our customer communications channel & driving value for our business through shaping and delivering the Contact and Channel Strategy for B2B customers.

Key accountabilities of the role:

• Understand operational and customer requirements to define and agree the roadmap gaining buy in from senior stakeholders and technology partners, request funding and delivery plan.
• Lead improvements to Omni-channel capability to drive improvements to system capability and customer experience.
• Ensure MI and tracking is in place to monitor success and drive continuous improvement
• Use Customer research and insight to drive Customer outcomes and experiences · Champion Customer experience and challenge stakeholders and business users to consider the customer in all solutions and activities
• Build a culture of Continuous Improvement/Test and Learn Initiatives ·
• Ensure efficient operation of a correspondence control and monitoring framework to ensure compliance to quality standards and SLAs for customer correspondence
• Ensure all communications are in line with brand guidelines. · Monitor and control costs for projects undertaken
• Ensure cost forecasts are accurate through on-going monitoring and reporting of expenditure.
• Motivate and engage the team to deliver against targets whilst working towards continuous improvement. · Manage operational and regulatory risks, escalating as appropriate. Ensure information systems are operated to the required standard to maintain accurate and secure records.

Essential Skills & Experience Required:

• Experience of leading significant change projects delivering customer and business benefits.
• Proven ability to lead and take e2e leadership responsibility for the design, prioritisation and delivery of a customer communications plan, including redesign of touchpoints and journeys
• Experience of using customer insight and turning it into actionable plans and activities
• Customer comms &/or marketing campaign development experience
• Experience of defining and briefing clear business requirements, working closely with Technology delivery teams
• Proven ability to effectively prioritise business requirements, and exercise good business judgement, based on commercial and customer objectives
• Experience of managing a team with both direct and indirect reports

We are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it’s the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone.

We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.

Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.