Head of Business Sales Performance and CVM

As Head of Business Sales Performance & Customer Value Management, you will lead the commercial strategy for customer acquisition, margin growth and long-term retention across B2B channels, working closely with operational and commercial leaders to deliver sustainable results. You will optimise the multi-channel SME and mid-market proposition, driving customer loyalty and Customer Value Management (CVM) strategies while supporting strategic sales and Third-Party Intermediary (TPI) teams. The role will balance high-value bespoke transactions with scalable, cost-effective digital acquisition, while partnering closely with Credit Risk & Policy to embed effective underwriting and collections strategies. With a strong focus on profitable growth, you will ensure sales performance is balanced with effective risk and bad-debt management to maximise long-term customer value and EBITDA.
Main Responsibilities:
Lead the commercial strategy across B2B routes to market, optimising strategic, TPI, broker, enterprise and digital channels to drive sustainable customer acquisition and growth.
Partner with Sales, Pricing and Proposition teams to develop competitive tariffs, propositions, sales tools and targeted campaigns that maximise acquisition, conversion and customer value.
Optimise acquisition costs, commission structures and channel performance, ensuring commercial investment delivers against volume, growth and profitability objectives.
Work closely with Credit Risk & Policy to embed effective underwriting, pricing and collections strategies, balancing customer acquisition and retention with robust risk and margin management.
Lead the Business Customer Value Management (CVM), retention and renewal strategy, using data and predictive insight to reduce churn, improve renewal and auto-renewal rates, and maximise long-term customer profitability.
Identifying campaigns for new business acquisition to win new business and thought leadership to drive earned media coverage. To be developed in close collaboration with the product team and wider GTM community.
Identify opportunities to grow customer value through cross-selling, sustainable energy solutions and value-added services, strengthening customer relationships and proposition differentiation.
Establish and lead performance governance, KPIs and trading forums, providing clear commercial insight to senior leadership on channel performance, growth opportunities and the balance between volume, margin and risk.
Key Skill Requirements:
Strong understanding of revenue growth, B2B pricing, TPI/channel models and volume–margin dynamics within the UK business energy sector or a similar contract-led B2B market.
Proven experience managing B2B acquisition across TPI/broker, relationship-led and digital e-commerce channels, with a track record of developing successful campaigns to win new business.
Understanding of commercial credit checks, debt collection risks and bad-debt management within the utilities or B2B financial services sector.
Proven experience leading or supporting high-performing sales, CVM and contract retention across multiple B2B channels.
Strong analytical skills with experience using performance, customer and credit risk data to inform commercial decisions and optimise performance through CRM and BI tools.
Excellent interpersonal and influencing skills, with proven experience engaging senior stakeholders, external partners and cross-functional teams.
Proven ability to lead, develop and motivate customer-focused teams, fostering accountability, collaboration and continuous improvement while building strong talent and succession pipelines.
Strong knowledge of UK business energy regulations, Ofgem standards, broker transparency and compliance requirements, or equivalent experience within a highly regulated sector.