About the Role
We are looking for a strategic and commercially focused individual to lead the development and implementation of new product and service offerings across the UK & Ireland. This role is pivotal in creating additional value from existing services and routes to market, working closely with our commercial divisions and marketing teams.
Key Responsibilities:
- Revenue Growth: Collaborate with UK Service departmental leads to maximize revenue from our Earned Income agreement with D&G, ensuring full compliance with KPIs and robust governance through regular contract reviews.
- Strategic Development: Drive initiatives to unlock an identified £2m revenue opportunity from beyond-repair installations and develop the Irish aftersales proposition to support the business goal of £30m by 2030.
- Business Expansion: Support the Service Team in delivering growth plans and new business opportunities, aligning marketing strategies with our commercial objectives.
- Customer Experience: Work closely with the Commercial Director to define and implement strategies that enhance customer experience and strengthen our competitive advantage.
- Innovation: Identify new technologies and services that create long-term value and reinforce Baxi UK’s position as a market leader.
- Contract Management: Take ownership of all subcontractor arrangements for commercial and residential services, including setting budgets and managing Works agreements.
Accountable For
- Setting and delivering service revenue, sales, and profitability targets by account on a monthly, quarterly, and annual basis.
- Monitoring and reviewing P&L and marketing investments monthly to ensure delivery of business KPIs.
- Developing tactical and strategic plans for customer acquisition and retention to drive growth across all accounts.
- Leading contractual negotiations and establishing joint business plans with third-party suppliers (e.g., Domestic & General, HomeServe, British Gas, Scottish & Southern).
- Collaborating with marketing to create strong consumer acquisition strategies.
- Launching new residential and commercial propositions for products such as connected boilers, updated SAP ratings, ASHP, and larger-output residential boilers.
- Building strong relationships within your account base and identifying future growth opportunities for new services.
- Identifying and developing new customer relationships while reducing reliance on Domestic & General.
- Negotiating and managing expectations of internal teams and external customers.
- Analysing, interpreting, and sharing data monthly with management and the wider business to align plans and move toward a total solutions approach.
- Conducting commercial reviews of new BCS initiatives (e.g., call center commissioning structure, Baxi Own Contracts, Drinking Water Plans).
- Working with the UK Service Director and team to review warranty T&Cs and non-product faults on an ongoing basis.
- Implementing annual Joint Business Plans (JBP) aligned with customer objectives, reviewing performance monthly, and taking corrective actions where needed.
- Collaborating across service functions in a matrix organization to share best practices and continuously improve service packages and propositions.
- Understanding and delivering new home service propositions, including chargeable services and products.
- Identifying training and upskilling opportunities within the sales force on service propositions and their importance to the overall value proposition.
- Working closely with marketing and internal sales teams to drive retention and acquisition of consumers onto service plans.
Education and Experience :
- Extensive experience within a technical and service commercial environment, educated to HND/degree level.
- Proven track record of delivering service revenue across multiple channels and multiple market segments
- Experience of senior level negotiation and dealing with conflict
- Ability to use mathematical concepts, to create solutions for presentation and implementation to a non-technical audience
- Highly numerate, ability to turn data into information and action
- Ability to understand and interpret the market, products and services
- Excellent presentation and interpersonal skills.
- Excellent all-round communicator, possessing strong electronic, written and oral communication abilities, with ability to communicate at all levels
- Experience of dealing directly with 3rd party manufacturers and suppliers
- Worked across multiple market segments and applications in the construction industry
- Strong technical understanding and ability to communicate this across key external and internal stakeholders
Desirable:
- Experience within highly technical B2B manufacturing environment
- Best in class commercial skills, with the ability to make sound, informed decisions based on solid commercial facts
- Strong IT skills with the ability to analyses, absorb, reflect and respond to data information
- Experience of successfully implementing a low carbon, high efficiency system and service solutions for the end consumer
At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.