Retailer Services Manager
Core
Champion retailer customer experience by ensuring service issues, risks, escalations, and commitments are visible, prioritized, and progressed across the business.
Role type
Senior IC Retailer Services Manager
Builds
Service governance frameworks, escalation processes, and service reporting for retailer customers
Domain
Energy/Utilities (smart metering, solar, battery, EV, virtual power plant)
Deliverable
dashboards & analysis
Required skills
Service governance, escalation management, customer advocacy, systemic issue identification, service trend analysis, team leadership, cross-functional partnership, commercial awareness, analytical capability
Preferred skills
Tertiary qualification in Business/Commerce/Customer Experience/Service Management, experience in regulated service-intensive industries
Technologies
N/A
Responsibilities
Lead retailer service governance across the portfolio; Act as primary customer advocate for operational service issues; Own escalation governance and customer communications; Identify systemic customer pain points and drive improvement initiatives; Lead service reporting and governance forums; Lead and develop Customer Success Managers and Key Account Coordinators
Seniority
Senior, hands-on IC