Eco-friendly energy solutions provider, focusing on renewable energy, particularly wind and solar power.
Own Director/senior level relationships with our customers and TPIs to ensure effective execution of contract and KPI promises
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
Work collaboratively with Billing, Finance, Technology, and Commercial teams to ensure upstream and downstream processes support customer experience and debt recovery
Strategically align operational improvements to the business growth agenda and sustainability goals
Work across internal senior stakeholder groups to cross-promote the company brand and purpose
The Director of B2B CX & Debt Risk will lead the strategic direction and operational execution of the full B2B customer lifecycle — from onboarding and service excellence through to revenue collection and B2B debt recovery. This cross-functional leadership role plays a pivotal part in shaping Ecotricity’s B2B experience and ensuring operational performance and financial sustainability, especially across our B2B, Microtricity and Origination portfolios. You will work closely with senior leaders across B2B, Finance, Technology, Legal, and Commercial to optimise systems, processes, and outcomes — always balancing customer satisfaction with financial performance and regulatory compliance. This role is very varied, challenging and rewarding, requiring exceptional communication and organisational skills.
Various standard and ad-hoc reporting (including providing detail on all KPI’s to Director of Business Energy upon request)
Support the department lead to continue to define and implement a robust B2B debt recovery strategy aligned with business objectives and customer fairness
Contribute to the development and maintenance of strategic roadmaps across B2B systems and platforms
Own Director/senior level relationships external partners (legal firms, recovery agencies) to ensure effective debt recovery and ROI
Align strategic plans to wider commercial objectives to ensure business plan delivery • Work with the department lead to continue to develop and deliver a best-in-class Customer Experience (CX) strategy to drive onboarding success, service excellence, retention, and acquisition of new business.
Support department lead to deliver consistent performance, mentoring and coaching for success across colleagues
Ensure all activity complies with relevant industry regulations and internal governance frameworks
Represent the B2B CX and Debt Risk perspectives at senior leadership forums, providing insight-driven recommendations to gain board support
Ensure P&L profit and revenue growth is achieved (B2B, Microtricity & Origination)
Adhere to Ecotricity governance, collaborating with other senior stakeholders
Own and evolve the end-to-end B2B customer journey strategy across B2B, Microtricity and Origination segments.
Own and make decisions on internal/customer escalations – appropriately raising with Director of Business Energy where required
Ensure we have a high-performing function, including appropriate structure, skills, and performance to KPIs
Champion continuous improvement across customer-facing systems (e.g. Salesforce, billing platforms), ensuring scalability, usability and an optimisation of ‘Cost to Serve’
Oversee function performance, forecasting, and budgeting — identifying trends and corrective actions
Identify and unblock systemic issues impacting cash collection
Excellent attention to detail
Experience in managing large teams and external partners, with a coaching and development mindset
Ability to demonstrate commercial thinking, continually assessing and prioritising effectively
Provide clear commentary, both in written form and when presenting to an internal or external senior audience. Experience of writing clear and compelling business cases
Strong commercial acumen and a solutions-oriented mindset • Ability to think outside the box and challenge the status quo
Proven experience in a senior B2B leadership role spanning customer experience, operational delivery, and debt recovery
Ability to adapt and work at pace, in a dynamic environment
Skilled in data analysis and using insight to drive decision-making and performance improvement
Familiarity with platforms such as Salesforce and energy billing systems is desirable
Strong track record of improving customer journeys and reducing ‘Cost to Serve’
Deep understanding of B2B Energy CX and Debt lifecycles, collections strategies and associated regulatory requirements
Confident working cross-functionally with senior stakeholders and influencing across Directorate/company boards