Customer Engagement Manager

Customer Engagement Manager

Contract type: Permanent; Full-Time (37.5 hours per week)
Salary Starting: Dependent on experience
Performance Bonus: up to 25% of basic annual salary
Cash Allowance: £6.3k PA or Company Car
Ref: KE/26/01

The Vacancy

This is a newly created role within our Business Development directorate.

As well as offering an excellent remuneration and benefits package, this opportunity will play a pivotal part in our journey towards a lower carbon future, helping new and existing customers in meeting their sustainability ambitions and supporting the transportation of renewable gases through our network.


The Role

Reporting to the Director of Business Development, the Customer Engagement Manager is responsible for developing and delivering customer engagement strategies that improve satisfaction, trust, and the gas connection journey for customers within our gas network.

The role ensures that customers and stakeholders receive timely, clear, and compliant communications, particularly during connections activity, interruptions, and emergency events within a regulated operating environment.

The Customer Engagement Manager will be responsible for leading the customer-facing teams including Customer Services and Energy Advisors (Sales) with responsibility for performance management, objective-setting, employee engagement and development and the consistent delivery of performance, quality, and customer interactions.

The workload and allocation of time within the role is envisaged as approximately 50% customer engagement strategy, 30% customer service leadership, and 20% Energy Advisor oversight, with a strong focus on continuous improvement and operational effectiveness.

Acting as the “voice of the customer,” the postholder will work cross-functionally with Engineering, Marketing, and Regulation teams, using customer insight, complaints data and performance metrics to ensure a seamless connection journey, reduce complaints, improve transparency and reporting, strengthen safety messaging, and support regulatory and performance commitments.

Essential Criteria

• Minimum 3 years’ experience in a senior customer-facing, operational, commercial or service transformation role within a complex or regulated environment.
• Proven experience delivering operational or process improvement and implementing changes that improve efficiency and customer outcomes.
• Strong track record of continuous improvement, using customer insight, complaints data and performance metrics to streamline processes and improve customer satisfaction.
• Analytical mindset and be proficient in CRM tools and Microsoft Office suite
• Experience analysing customer and operational data to inform decisions, prioritise initiatives and measure impact.
• Experience leading, influencing or coordinating multi-disciplinary teams, ensuring consistent customer and commercial outcomes.
• Ability to act as a senior customer advocate, influencing stakeholders to balance customer experience and commercial objectives.
• Excellent communication and engagement skills, with the ability to lead change and embed new ways of working.
• Full UK driving licence.

Desirable Criteria

• Understanding of Northern Ireland's energy sector, particularly the interactions between networks and suppliers and energy meter operations (gas and/or electricity)
• Experience of Microsoft Dynamics