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Strategic Customer Engagement Manager
Affinity WaterStrategic Customer Engagement Manager leading customer engagement strategy at Affinity Water. Working with stakeholders to embed customer insight into business planning and regulatory activity.
About the role
Key responsibilities & impact- Lead the development and delivery of a strategic engagement programme that directly influences business planning and regulatory activity.
- Design and deliver our strategic customer engagement programme, including input into the PR29 price review.
- Act as the key liaison with the Independent Challenge Group, ensuring effective collaboration and insight-sharing.
- Lead initiatives that embed customer involvement in decision-making in line with regulatory requirements.
- Chair and support internal governance forums, including the customer decision-making steering group.
- Provide strategic insight to guide business planning, investment priorities and customer experience improvements.
- Work cross-functionally with teams across Customer Experience, Asset Management, Finance and Operations.
- Support industry engagement, including CCW accountability sessions.
Requirements
What you’ll need- Experience working within the water industry or a regulated utility (essential)
- Proven experience embedding customer-focused decision making into business processes
- Strong experience engaging and influencing senior stakeholders and executive audiences
- Ability to develop and deliver engagement strategies aligned to regulatory requirements
- Excellent communication and presentation skills.
- Experience supporting or delivering price review processes
- Knowledge of customer engagement techniques and measurement approaches
- Experience working with communities, focus groups or engagement agencies
Benefits
Comp & perks- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 26 -30 rising with length of service, and the option to purchase up to 5 extra days.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer engagement techniquesprice review processesregulatory requirementsbusiness planninginvestment priorities
Soft Skills
communication skillspresentation skillsstakeholder engagementinfluencing skillscollaboration