SME CVM Manager

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