Customer Excellence - Finance and Reporting Manager

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.

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.

• 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.

• 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.

• 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.

• 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.

• Use tools such as Databricks to analyse data.
• Build scalable reporting frameworks.
• Ensure data accuracy and governance.
• Continuously improve reporting methodologies.

• Develop standardised benefit frameworks and templates.
• Support team understanding of financial drivers.
• Promote value‑led culture.
• Share best practice across the CoE.

• Uses data to prioritise activity
• Accountable for benefits tracking
• Trans…