Head of Consumer

Job title: Head of Consumer

Company: Liberty Global


Job description: ​Believ: ABOUT USAt Believ, formerly known as Liberty Charge, we believe sustainable transport should be accessible to everyone. We’re a Charge Point Operator (CPO) on a mission to create the UK’s most reliable electric vehicle charging network that doesn’t cost the earth and leaves no one behind..We work closely with local authorities and businesses to deliver reliable, high quality charging networks at pace, at scale and at zero cost.We offer all the advantages of being a scale-up business, but with the added security and long-term backing from well-known parents – Liberty Global (who also own our delivery partner, Virgin Media O2) and Zouk Capital (who manage the Government’s Charging Investment Infrastructure Fund).You’ll be joining this exciting journey at the start of our scale-up phase, and work with us to hit the ambitious targets our shareholders have set. You’ll become part of a passionate and supportive team in a fast-paced, dynamic and result-driven environment.About the roleThe role reports into the Director of Network Performance and in this position you will be responsible for the development and delivery of strategies that achieve revenue growth from the EV infrastructure asset portfolio; establishing competitive tariffs and a first-rate consumer experience that encourages infrastructure utilization while balancing profitability.You will rely on network data and the support of data analysts to generate insight into factors that encourage and deter utilization with sensitivity to the geography, user requirements, land owner constraints and in competition in each area. Through the development and sharing of these insights, you will lead the tariff development and pricing process: making recommendations to the senior leadership team; implementing tariff changes; and monitoring the impact of pricing on network utilization in a process of continual improvement.Through management of the customer services team you will drive customer responsiveness and obtain a deep understanding of customer pain points. You will use this understanding and build cross-business relationships to improve access to the charging network and the consumer experience; supporting our objective to become the most loved public EV charging network.MAIN DUTIES & RESPONSIBILITIES:

• Own the customer proposition and be accountable for its success, delivering on financial performance and KPI’s (utilisation, net promoter score, etc.).
• Manage the business interaction with consumers (drivers, fleet users, taxi drivers and Local Authorities who operate fleets) via each touchpoint, and ensuring that social media interactions are dealt with appropriately and professionally.
• Establish strategies for tariff pricing and local market-positioning, considering competition and the underlying cost of energy to optimise revenues whilst developing customer loyalty.
• Manage the Customer Services team and outsourced call centre(s) to resolve customer queries and identify and address customer pain points.
• Refine all elements of the customer journey and look to continuously improve them in an effort to earn Believ the position of UKs Most Loved Public EV Charging Network.
• Lead a management information and insights programme using network and consumer data for trend analysis, formulation and testing of hypotheses to improve the customer proposition and revenue growth
• Collaborate with technical, digital and commercial teams to evolve business tools in processes for efficiency and quality improvement.
• Collaborate with Marketing to develop and execute a Consumer Marketing strategy.
• Serve the wider business and external stakeholders with key consumer and network performance information to satisfy the needs of operational processes, contract SLAs and statutory obligations.
• Champion the consumer throughout the business ensuring key messages are shared with customers as appropriate, e.g. related to changes in tariffs, contract terms, maintenance and downtime. Successfully pre-empting questions and potential dissatisfaction as far as possible.

About youAt Believ, we are building a culture that attracts and retains the best talent. We are a dedicated and high-performing team, accustomed to working at pace in an ever-evolving industry, and we are looking for people who are as passionate as us about cutting carbon emissions and providing cleaner air for all. The successful candidate will have the following attributes and skills:

• Experience in managing Customer Service functions, either in EV charging or a comparable operating environment
• Excellent stakeholder & relationship management skills
• Ability to balance commercial and customer objectives.
• Care deeply about customer experience
• Excellent communicator
• Proven ability to manage external vendors ideally in a consumer facing world
• Experience with SaaS / Cloud API products.
• Comfortable dealing with ambiguity
• Exhibits resilience, patience and understanding.
• An understanding of UK electric mobility market and role of on-street charging would be preferable
• Financially literate, can support the finance team in building reports
• Be degree qualified with five+ years related experience and/or training or equivalent combination of education and experience
• 3+ years defining and delivering complete end-to-end customer propositions
• Previous roles within EV chargepoint companies, energy & technology sectors will be preferred
• Customer Satisfaction experience in areas such as sales & satisfaction, from either mobile telecoms or utilities sectors
• Experienced at solving problems that sit on the boundary between “Product” and “Process”
• Technical understanding of the CPO market and its interworking, including platform and technology drivers will be preferred

Benefits

• Competitive salary and bonus scheme
• 25 days’ annual leave, plus the usual 8 UK Bank Holidays and the option to purchase up to 5 additional days per year*
• Access to wellbeing and mental health benefits such as the Calm app, personal medical insurance, critical illness cover, dental, optical & travel insurance, income protection and life assurance
• Pension contribution matched up to 10%
• Access to our car benefit scheme and cycle to work scheme
• Access to our online learning platform to continue to develop and grow your career with us.
• 24 hours a year Volunteer Time Off to support causes that are important to you
• Virgin Media / O2 discounts and offers
• Access to VIP Arena Suites at the O2 Arena (London) and First Direct Arena (Leeds)
• Enhanced parental leave policies

• This perk can only be availed for the following calendar year by employees who started before 1st December

LocationThe business is currently based in our office in Southwark. The position is full time, hybrid with 3 days (Tuesday, Wednesday & Thursday) based in the office. Believ is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Expected salary:

Location: Cardiff

Job date: Fri, 14 Feb 2025 03:49:11 GMT

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