Head of B2B Performance and Contract Management

The role also encompasses overseeing our B2B contract management strategy (both internal and external) to ensure that it is understood and implemented across the business, providing best practice and guidance to all B2B teams.

The Head of B2B Performance and Contract Management will oversee and optimise the performance of the B2B & Microtricity portfolio, in line with the P&L expectations.

The scope of the role includes both assurance and project activity focused on further improving working practices and efficiencies, ensuring adherence to compliance and regulation, as well as the day to day management of several business processes.

The role holder will work across all B2B teams, as well as Technology, Finance and Commercial, to effectively engage with stakeholders to enable the delivery of improvements to systems and processes.

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

• Partnering with senior leaders to further define the right KPIs and success measures, focusing B2B’s approach to performance and establishing a clear line of sight from operational performance through to financial outcomes
• Own the B2B performance and contract management roadmap, ensuring it aligns with organisational goals and enables cost effective, compliant and market competitive service
• Foster a culture of curiosity, collaboration, and challenge — empowering the team to influence stakeholders rather than just take requests
• Oversee the delivery of quality assessment in B2B, monitoring adherence to regulatory and business best practise within our operational processes, escalating issues and driving continuous improvement in commercial arrangements
• Oversee the establishment of a central insight and analytics hub, ensuring effective prioritisation and governance of analytics demand
• Oversee the design and implementation of reporting frameworks and service-level agreements to drive performance of our people, processes and contracts against delivery
• Build capability, setting clear expectations for service delivery, stakeholder engagement, and professional development
• Influence cross-functional transformation initiatives (e.g. Salesforce improvements, demand management projects), ensuring they enable performance
• Oversee the development and oversight of workforce management framework. This includes the design, delivery and implementation of reports, toolsets and governance practises
• Lead, coach, and inspire two senior manager teams (Insight & Analytics Hub and Frameworks & Governance)
• Build trust & alignment with wider function & business leadership, presenting complex performance data in a clear and compelling way
• Own a plan for the effective management of B2B Third Party relationships and suppliers
• Work with other business leads to cross-promote the company brand and purpose
• Lead the transition to more proactive performance improvement, embedding a culture of evidence-based decision-making through:
• Designing & implementing further the senior leadership governance within B2B, ensuring they drive real decisions on prioritisation, resourcing, and performance improvement
• Lead and balance demand across a team to deliver projects on time
• Oversee the delivery of performance reporting and toolset required to drive operational performance across all B2B functions and processes
• Act as a facilitator, providing decision making frameworks and support to ensure outcome & value focus

This role is very varied, challenging and rewarding, requiring exceptional communication and organisational skills.

• Ability to demonstrate commercial thinking about new opportunities, continually assessing and prioritising effectively
• Ability to think outside the box and challenge the status quo
• Solutions focused with the ability to derive and communicate conclusions and recommendations, advising on strategies to improve company performance
• Analytical ability to interpret and deliver data analysis within deadlines whilst handling and refining large quantities of information
• Excellent stakeholder management with outstanding communication skills
• Provide clear commentary, both in written form and when presenting to an internal or external senior audience. Experience of writing clear and compelling business change requests and business cases
• Excellent attention to detail
• Ability to manage upwards, when reporting performance and programme timings
• Experience of continuous improvement within an organisation
• Curiosity and a positive attitude towards problem-solving
• Highly motivated and tenacious, with the ability to work under own initiative and deliver to tight deadlines across multiple initiatives concurrently
• Ability to adapt and work at pace, in a dynamic environment
• A track record of successfully delivering operational and regulatory change projects that affect people, processes and systems

• Hybrid Working
• Cycle to work scheme, car pooling and onsite parking available
• Volunteering Day
• Various company discounts (including shops, gyms, days out and events)
• Healthcare plan, life assurance and generous pension contribution
• Holiday of 25 days (plus bank holidays) and ability to buy/sell days