SME CVM Manager
On-site · London, England, United Kingdom or Nottingham, England, United Kingdom
Job Summary
SME CVM Manager accountable for end-to-end customer lifecycle strategy for SME customers in the UK energy market. Drives customer engagement, retention, and profitability by managing onboarding through growth, retention, and winback. Acts as retention champion, coordinating cross-functional efforts to impact churn, NPS, and evenly across channels (TPI/Brokers, telesales, e-commerce, renewals, and business moves). Oversees performance and strategy across SME acquisition and retention channels, including renewals and business moves, and owns the overall gross margin story. Partners with CRM, E-Commerce Tech & Data, Digital, Operations, Credit, and Finance to deliver growth plans and automation, and represents SME performance to senior stakeholders weekly. Leads CVM Analyst and CVM Lead (line manager), owning escalation and prioritisation. Measures success by growth in SME volumes, reduced churn, improved renewal/conversion, and increased lifetime value. Role involves a 12-month fixed-term contract with location options in London or Nottingham, UK, with travel to other sites as required, and requires DBS check; strong emphasis on leadership, analytics, and cross-functional collaboration.
Required Qualifications
- 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
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