Head Of Customer Strategy

Reporting to a senior General Manager, you will work closely with Commercial leaders, Key Account Managers, Business Development and senior stakeholders across the organisation. You will take ownership of an established Enterprise Customer Strategy, assess and evolve the approach, and translate it into practical customer strategies, governance frameworks, account planning standards and measurable actions. A key focus will be moving customer engagement beyond traditional service-level relationships towards a deeper understanding of each customer's business, future energy requirements, strategic priorities and decision drivers. The Key Account Managers will retain ownership of their customer relationships and will not report directly to this position. Your success will therefore depend on your ability to influence, challenge and build alignment across senior stakeholders without direct authority. Key Responsibilities Lead the evolution, governance and execution of the Enterprise Customer Strategy. Develop customer-specific strategies and action plans for priority accounts. Establish and govern a consistent Key Account Management framework. Translate CRM, customer, market and commercial data into actionable insights. Partner with Key Account Managers to strengthen strategic account planning. Identify emerging customer risks, trends and future energy requirements. Connect customer needs with commercial and infrastructure growth opportunities. Establish customer performance measures, governance and strategic forums. Present customer insights and recommendations to senior executives and the Board. Build customer-focused capability across the broader organisation.