Head Customer Relations

Head Customer Relations & Success

Role Purpose

To establish and lead the Customer Relations & Success function by serving as the single point of ownership for all customer relationships. The role is responsible for ensuring maximum utilization of SteamHouse's steam supply, maintaining long-term customer partnerships, safeguarding contractual commitments, proactively identifying operational and commercial concerns, and representing the voice of the customer within the organization.

The Head – Customer Relations & Success will work closely with customers and internal teams to enhance customer satisfaction, improve steam consumption, resolve issues efficiently, and identify opportunities for long-term growth and collaboration.

Role & responsibilities

Customer Relationship Management

Build and maintain strong relationships with key stakeholders across customer organisations.

Conduct regular customer visits to understand operational requirements and strengthen engagement.

Act as the primary point of contact for customer concerns and escalations.

Foster long-term partnerships based on trust, responsiveness, and service excellence.

Customer Consumption & Business Growth

Monitor customer steam consumption trends and identify opportunities to improve utilisation.

Investigate significant changes in consumption and coordinate with relevant teams to determine root causes.

Work proactively with customers to maximise steam off-take wherever technically and commercially feasible.

Identify customer expansion plans and future utility requirements to support business growth.

Maintain a thorough understanding of all Steam Supply Agreements and commercial commitments.

Ensure contractual obligations are fulfilled by both SteamHouse and the customer.

Plant Coordination & Issue Resolution

Develop a sound understanding of customer manufacturing processes and steam applications.

Coordinate with Operations, Maintenance, Projects, Commercial, and other internal teams to ensure seamless customer support.

Lead the resolution of customer complaints and operational issues through timely coordination and effective communication.

Track issue closure, perform root cause analysis where required, and ensure preventive actions are implemented.

Knowledge & Skills

Strong understanding of industrial utility operations and customer service principles.

Good commercial acumen with the ability to interpret contracts and understand business commitments.

Excellent relationship management, communication, negotiation, and stakeholder management skills.

Strong analytical and problem-solving abilities with experience in root cause analysis and issue resolution.

Ability to coordinate effectively with multiple internal departments and senior customer representatives