Commercial Retention Lead

Join us, be part of more. 

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. 
 

About your team: 

At British Gas, our mission is to sell it and mend it.   

We’re the household heroes powering 1 in 3 homes in the UK – but supplying energy is just part of what we do. We’re making the UK’s homes greener and more energy efficient, together with our friends at Hive. By using their clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier to reduce your home’s carbon-footprint. And with our Peak Save programme, we’re actively rewarding better energy use too.

Commercial Retention Lead
Location: Windsor or London with FlexFirst hybrid working

Overview:

Are you passionate about enhancing customer experiences and driving business growth? As our Commercial Retention Lead, you'll play a crucial role in improving the lives of our British Gas services customers. You'll own a specific stage of the customer journey (e.g., renewal), identify issues or potential improvements, and manage solutions from start to finish. Your efforts will help us retain more customers and increase their value to our business. We’ll expect you in the office at least one day per week in Windsor.

About the Role:

• Understand Your Customer: You'll develop a deep understanding of our customers by engaging in conversations with colleagues, commissioning research, and listening to customers directly in their homes and over the phone.

• Tailor Customer Experiences: Create actionable customer segmentation to ensure we provide the best possible experience for each customer.

• Spot Opportunities: Collaborate with finance and other commercial teams to identify opportunities, build business cases, and advocate for investment.

• Drive Retention Initiatives: Work closely with your British Gas colleagues to nurture and deliver customer retention initiatives.

• Develop Pricing Models: Partner with our internal pricing team to create fair and commercially sound pricing models and retention toolkits.

• Monitor Performance: Own the performance of retention KPIs, explain trends, and provide forecasts.

What we're looking for:

• Experience: You should have substantial experience in commercial roles, partnering with finance to create business cases, and familiarity with the trading cycle in a B2C company. Experience in the subscription or insurance industry, customer retention, customer marketing, and digital product development is a plus.

• Skills: Proficiency in Microsoft packages is essential. You should be highly numerate and capable of analyzing spreadsheets.

• Competencies: We're looking for someone who can empathize with customers, has strong commercial acumen, and is a team player with excellent communication and presentation skills. You should be curious about customer experience, confident in challenging the status quo, and able to take ideas from concept to execution in a matrix organization with minimal support.

Core behaviours for this role are: Develop a growth mindset; Work as one team; Take Ownership; Think commercially & Champion customers.

Ready to make a difference? Apply now and join us in enhancing the customer experience at British Gas Services & Solutions!

Why should you apply?  
 
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. 
 
https://www.morethanacareer.energy/britishgas 

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.