Customer Excellence - Finance and Reporting Manager
AI Summary
The Finance & Reporting Manager defines, validates, and reports the financial value of Customer Excellence initiatives, owning benefits realization, avoidable demand tracking, and executive reporting.
About this role
About ENSEK
ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale.
We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture.
ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About the role
The Customer Excellence - Finance & Reporting Manager is responsible for defining, validating, and reporting the financial value delivered through Customer Excellence activities across ENSEK and its customer base.
Operating under the strategic direction of the Head of Customer Excellence, this role acts as the central authority for benefits realisation, avoidable demand tracking, and financial performance insight, ensuring that all improvement activity is measurable, validated, and aligned to both customer and ENSEK commercial outcomes.
The role leads the identification and quantification of avoidable demand opportunities across customer operations, ENSEK service desk, and ENSEK managed services functions, translating operational improvements into clear financial benefits including cost reduction, efficiency gains, and service optimisation.
Working cross-functionally with Customer Success, Managed Services, Service Desk, Transformation, Product, and Engineering teams, as well as directly with customer finance and operational stakeholders, the role ensures that benefit assumptions are robust, evidence-based, and consistently governed.
The role also owns the Customer Excellence reporting pack, delivering clear, data-led insights through graphical performance tracking, executive summaries, major business reviews, and board-level reporting.
Key responsibilities:
Financial Value & Benefits Realisation
Own the identification, calculation, and tracking of financial benefits generated through Customer Excellence initiatives.
Define and maintain consistent methodologies for avoidable demand quantification and cost reduction modelling.
Validate benefits opportunities in collaboration with customer finance teams.
Translate operational improvements into financial outcomes.
Support OPEX and CAPEX discussions with ROI evidence.
Establish and maintain financial baselines and benefits tracking frameworks.
Customer & Operational Insight
Work with customers to source and validate operational and financial data.
Analyse large datasets to identify trends and improvement opportunities working closely with Customer Excellence Specialist and Business Analysts.
Provide insight into key metrics including bad debt, DSO, unbilled, back-billed and write-off.
Conduct retrospective and outcome analysis across portfolios.
Support Customer Experience Specialist and our customer / internal stakeholders in identifying pain points and exception trends such as complaints and handling times.
Performance Reporting & Governance
Own Customer Excellence reporting suite including dashboards and board-level packs.
Present data in clear and compelling formats.
Feed into RAID and enterprise governance reporting.
Ensure consistency and transparency of reporting.
Cross-Functional Collaboration & Influence
Partner with Customer Success, Managed Services, Product and Engineering.
Act as financial voice of Customer Excellence.
Support customer management teams within energy suppliers.
Facilitate structured benefit validation discussions.
Influence decisions through data-led recommendations.
Data & Analytical Capability
Use tools such as Databricks to analyse data.
Build scalable reporting frameworks.
Ensure data accuracy and governance.
Continuously improve reporting methodologies.
Capability Building & Continuous Improvement
Develop standardised benefit frameworks and templates.
Support team understanding of financial drivers.
Promote value-led culture.
Share best practice across the CoE.
Experience required:
Performance Discipline
Uses data to prioritise activity
Accountable for benefits tracking
Translates analysis into impact
Governance Discipline
Follows structured reporting
Ensures transparency
Supports enterprise governance
Cultural Discipline
Promotes data-driven decisions
Encourages collaboration
Reinforces continuous improvement
Experience & Expertise
Experience in financial analysis or benefits realisation
Knowledge of energy sector metrics
Strong data analysis capability
Stakeholder engagement experience
Operational performance improvement background
Company Benefits
25 days’ holiday + bank holidays
Option to buy or sell 5 extra annual leave days per year
Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships-Virgin Active, Nuffield, PureGym)
Pensionwith5% matched contribution
Regular team‑wide and company‑wide events
2 volunteering days per year to give back
Remote‑first working environment with offices in London and Nottingham
