Customer Relationship Manager [12 Months]

Position Description  

This role supports the acquisition, retention, and growth of business customers by ensuring accurate data, streamlined sales processes, high-quality reporting, and customer-centric engagement strategies. The candidate will be responsible for maximising the value of Electric Ireland’s customer relationships through effective management of CRM systems, data, processes, and customer insights.  

This position entails close working relationships with other areas of the business including Trading, Pricing, Operations, Finance and Marketing in addition to the wider Business Markets area.  

Key Responsibilities 

• Work as part of a team to support the drive for sales growth and retention through delivery of agreed personal and team sales objectives/targets with particular emphasis on the mid-upper levels of the B2B sectors and maintain an in-depth knowledge of the operation of the gas and electricity and energy services markets in Ireland so as to contribute positively to Electric Ireland’s strategic objectives.  
• Develop and manage relationships with customers and other industry stakeholders including brokers, consultants, trade bodies and service providers.  
• Manage a customer base through proactive contact including regular visits to customer premises.  
• Develop and maintain an in-depth understanding of customers’ businesses and needs.  
• Deliver timely and courteous customer service and communications to customers and stakeholders via phone, email and face to face, in line with company policies, sale & marketing strategy and brand values, and be responsible for issuing electricity and gas sales quotations to customers, assisting with customer retention campaigns and generating customer reports.  
• Proactively gather customer, market and competitor intelligence and feed same back for analysis, whilst also identifying customer hospitality opportunities as appropriate.  
• Identify and communicate changing customer needs, using these insights to pinpoint areas for process improvement, including customised service solutions. Tailor and implement these solutions to meet the needs of individual customers and group.

Experience and Qualifications 

Essential 

• 3+ years relevant work experience in Sales and/or Account Management in a competitive market environment.  
• Excellent interpersonal and written communication skills with a strong customer service focus, and proven at analysing data, problem solving and decision making
• Excellent planning and organising skills with ability to manage multiple priorities and meet deadlines.  
• Innovation and creativity to adapt to changing environments / circumstances.  
• Ability to build and maintain an in-depth knowledge of the operation of the gas and electricity and energy services markets in Ireland so as to contribute positively to Electric Ireland’s strategic objectives, and develop and manage relationships with customers and other industry stakeholders including brokers, consultants, trade bodies and service providers.  
• Full, clean Irish driving licence. 
• A relevant 3rd level qualification or equivalent work experience is essential & proficiency in Microsoft Excel.  

Location  

This position is based in Swift Square, Santry.  

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To 

B2B Portfolio manager