Retailer Services Manager

The Retailer Services Manager is responsible for championing the retailer customer experience by ensuring service issues, risks, escalations and customer commitments are visible, prioritised and progressed across the business. Working at the intersection of customers and operations, the role drives service governance, customer advocacy and continuous improvement, ensuring retailer customers receive a consistent, proactive and high-quality service experience while enabling Account Managers to remain focused on retention, growth and strategic relationships.

Key Responsibilities

• Lead retailer service governance across the retailer portfolio, ensuring customer issues, risks, commitments and escalations are effectively managed and progressed.
• Act as the primary customer advocate for operational service issues, ensuring retailer impacts are understood, prioritised and addressed by accountable business teams.
• Own escalation governance and customer communications relating to incidents, service issues and operational disruptions.
• Identify systemic customer pain points, service trends and improvement opportunities, driving visibility and accountability for resolution.
• Lead service reporting, governance forums and service review processes, ensuring customers receive meaningful insights and agreed commitments are delivered.
• Lead and develop the Customer Success Manager and Key Account Coordinator, ensuring strong service governance, customer support and operational alignment across the retailer portfolio.

Key Success Measures

• Retailer issues, escalations and service risks are proactively managed and resolved with clear ownership and visibility.
• Customer communications are timely, accurate and consistent, strengthening customer confidence and trust.
• Systemic customer issues are identified, prioritised and addressed through measurable improvement initiatives.
• Service reporting, governance forums and customer commitments are delivered to a high standard and support stronger customer outcomes.
• Customer Success and Key Account Coordination operate effectively, providing strong service governance support while Account Managers remain focused on retention and growth

• Tertiary qualification in Business, Commerce, Customer Experience, Service Management or a related discipline is preferred.
• Proven experience leading customer services, service governance, customer operations or customer experience within a complex B2B services environment.
• Experience leading teams responsible for customer success, account coordination, reporting, escalations or operational customer engagement.
• Strong ability to identify systemic issues, interpret service trends and convert customer evidence into prioritised improvement actions.
• Demonstrated judgement in managing escalations, incidents and sensitive customer communications while preserving clear operational accountability.
• Strong commercial awareness and ability to partner effectively with strategic account management teams without assuming account ownership.
• Excellent communication, influencing and cross-functional stakeholder management skills.
• Experience in energy, utilities, technology or another regulated, service-intensive industry is highly desirable.
• Strong analytical, organisational and follow-through capability, with a customer-focused and continuous improvement mindset.

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.

Sound exciting? Apply now and be part of a team that's shaping the future of energy.