The SME CVM Manager will own and drive the end to end customer lifetime and value strategy for SME. They ensure customers are engaged, valued, and retained in a highly competitive UK energy market. The CVM Manager is responsible for driving and maximising customer lifetime value by managing end to end customer lifecycle - from onboarding through growth, retention and winback. This role will act as the business’s retention champion, working cross-functionally to deliver a measurable impact on churn, NPS, and customer profitability. This role will oversee the performance across all SME acquisition and retention channels,including TPI/Brokers, telesales, e-commerce, renewals, and business moves. 

Key Responsibilities

Strategy & Planning

• Execute the SME sales and retention strategy across acquisition and lifecycle management. Including campaign management, strategic reviews, segmentation.

• Manage the KPIs/performance reporting and insight for sales volumes, retention outcomes, switches, losses, on supply and portfolio profitability.

• Owning the performance deep dives to highlight risks and opportunities to customer numbers and/or gross margin.

• Balance growth objectives with customer experience.

Channel & Retention Oversight

• Oversee performance and outlining the overall story across TPI/Broker, telesales, and e-commerce acquisition channels.

• Own renewals and business move strategies for SME customers.

• Channel owner for SME Online renewals and switches.

• Oversee gross margin performance of sales and renewals across all channels, understanding the drivers of gross margin and ensuring risks are highlighted and managed with commercial teams.

Stakeholder Influence

• Partner with CRM, E-Commerce Tech & Data, Digital, Operations, Credit, and Finance to deliver SME growth plans.

• Working closely with data and tech to outline requirements and drive these forward to support automation of key items in SME.

• Represent SME sales and retention performance to senior stakeholders weekly.

• Influence proposition, pricing, and product development to support SME segment needs.

• Line manager to CVM Analyst and CVM Lead, being the point of escalation and prioritisation. 

Key Skills & Experience

• Significant experience in SME/B2B sales and retention, ideally in energy, telco, or financial services.

• Track record in delivering sales growth through brokers, telesales, and digital channels.

• Strong understanding of SME retention drivers and lifecycle management.

• Excellent leadership and stakeholder management skills.

• Commercially focused with strong analytical ability.

Measures of Success

• Growth in SME customer volumes and market share.

• Churn Reduction

• Improved renewal conversion and business move retention.

• Increased SME customer lifetime value and profitability.

• Growth through upsell & cross sell

• Growth in overall customer lifetime value (CLV).

• Net promoter Score (NPS) a customer happiness score

• Increased win back rates and recovery of lost customers.

• Oversees CPA guardrails & mechanisms 

• Compliance adherence across all activities.

Here’s what else you need to know

• Role may close earlier due to high applications.  

• 12 Month Fixed Term Contract

• Competitive salary  

• Location – London or Nottingham  with travel to our other sites when required. 

• Excellent parental leave allowance. 

• Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds 

• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings 

• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024. We’re open to discussing how flexibility can work for you 

• Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers. We’re also proud winners of Best Employer for Women and Human Company of the Year—recognising our inclusive, people-first culture 

• Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone 

• Accessible & Supportive - Do you consider yourself as having a disability? As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process 

• Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way 

• For all successful candidates.  Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider 

• Any questions on the role - please reach out to [email protected]  

•  At E.ON Next, our customers are our number 1 priority! All Nexties - including our executive team - regularly directly support customers so we stay close to their needs and make better decisions that deliver the best experience