Customer Journey Officer

About US (GEMS):

ENGIE Global Energy Management & Sales (GEMS) provides energy supply solutions and risk management services to support its clients through their decarbonization journey, while optimizing ENGIE’s assets and contributing to value creation.

ENGIE is a global reference in low-carbon energy and services with a leading energy management business, piloted by its entity "Global Energy Management & Sales" who built its savoir-faire managing the Group’s large and diverse asset portfolio over 20+ years.

3,600 employees around the world develop our solutions, through +20 international business platforms. We cover the full energy mix: renewable and thermal power, natural gas & LNG, biomass, environmental products. Our experts provide tailor made solutions based on a wide range of savoir-faire in energy management with a strong focus on decarbonation and decentralization.

Our 190,000 clients span the entire value chain: producers, asset developers, financial players, utilities, distributors and industrials. Our global reach and strong local presence enable us to offer these diverse clients tailor-made services and respond to rapid changes in mature or emerging markets alike.

Our 4 areas of expertise :

• Asset management

• Energy transition services

• Energy supply & global commodities

• Risk management & market access

At GEMS we encourage breakthrough results, team spirit, curiosity and innovation while preserving the right work/life balance for you.

More info on GEMS Hub (https://gems.engie.com) or LinkedIn (https://www.linkedin.com/company/engie-global-energy-management-solutions).

Context:

One of the business platforms within GEMS, BP Clients, is dedicated to serving and expanding our client portfolio by offering them valuable and sustainable energy management solutions.

The Customer Journey department handles the energy contracts (gas and power) of our clients from the moment they are signed until their completion, taking care of invoicing, reporting, payment tracking, collection and estimation of volumes and revenues for the monthly closing process.

Customer Journey works closely with the sales team of BP Clients, which specializes in Industrial Giants.

Role:

We are looking for a Customer Journey Officer who will be responsible for the post-trade and invoicing activities of our Gas and Power Full Supply Contracts for Belgium and the Netherlands. As a Customer Journey officer, you will be the main point of contact for our customers, ensuring their satisfaction and loyalty. You will also be involved in the digitalization project of our invoicing processes, which aims to improve efficiency and quality.

Your main tasks will include:

- Manage the customer relationship from contract signature to invoice payment, including contract administration, billing, dispute resolution, and customer feedback.

- Contribute to the digitalization project of our invoicing processes, by providing feedback, testing solutions, and supporting the change management.

- Collaborate with the digital team, the Sales, the Structuration, the Hedging Position Management and Finances teams to build what is needed to give the customer an excellent experience when signing a Full Supply contract with GEM

- Collaborate with finances to be on time for Closing and more generally speaking of financial events

- Give visibility on what is done by the team, for instance using KPI

- Monitor and report on the performance of our contracts, identifying risks and opportunities for improvement.

Hard skills:

- Proficiency in data analysis and reporting tools, such as Excel, PowerPoint, PowerBI

- Knowledge in Gas and Power Supply contract and energy markets

Soft skills:

Excellent communication and interpersonal skills, with a customer-oriented mindset and a problem-solving attitude. Agile mindset

Education and professional background:

- A bachelor's degree or equivalent in business administration, engineering, economics, finance, or related fields.

- At least 3 years of experience in customer relationship management, preferably in the energy sector.

Languages:

- Proficiency in Dutch, French, English both written and spoken.

Travels:

No specific travel, occasionally travels to Paris

If you meet these requirements, then you are the talent we are looking for. Do not waste time! 

Apply by attaching your updated CV, regardless your gender.

ENGIE Global Energy Management & Sales is committed to create a gender-neutral environment that unlocks the potential of everyone and provides equal employment opportunities for all individuals. All our positions are open to people with disabilities, please let your recruiter know if you need reasonable accommodations to be able to participate in the recruitment process, they will be happy to assist you. 

About ENGIE:

Our group is a global reference in low-carbon energy and services. Our purpose (“raison d’être”) is to act to accelerate the transition towards a carbon-neutral world, through reduced energy consumption and more environmentally-friendly solutions, reconciling economic performance with a positive impact on people and the planet. We rely on our key businesses (gas, power, renewable energy, services) to offer competitive solutions to our customers. With our 96,000 employees, our customers, partners and stakeholders, we are a community of Imaginative Builders, committed every day to more harmonious progress.