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About the Role

This role involves owning the customer systems and processes for Hometree's installer businesses, including heat pumps, solar, batteries, and boiler installations. You will define the customer journey, CRM, and communication strategies, identify system gaps, lead software selection and implementation, and explore AI applications to improve customer experience and business growth.

Responsibilities

Own the ongoing design of our systems portfolio across customer-facing and internal systems for our renewables and gas boiler installer businesses, including CRM and customer communications, setting the roadmap even when someone else builds it.
Map how customers and information actually move through our installer businesses today, identifying where a process, system or message is letting customers or growth down.
Redesign the customer journey from first enquiry through to installation and aftercare, working closely with Sales, Operations and Marketing so everyone's pulling in the same direction.
Own the CRM roadmap and customer communications approach for our installer businesses, understanding what each one genuinely needs.
Work with our Home Cover business to align insurance and maintenance cross-sell journeys with installer customers, while creating installation opportunities from Home Cover journeys.
Build and maintain a framework for prioritising competing work across the systems and customer journey portfolio, agreeing where to focus when priorities conflict.
Dig into the data to understand what's happening, form hypotheses about what would improve things, and test them before recommending a wider rollout.
Lead the search for new systems or software where there's a genuine gap, from scoping requirements and evaluating the market to making the investment case.
Help see chosen solutions through to delivery, working with Technology, vendors and the teams using them day to day to get them properly live.
Explore, test and help deploy AI within our customer journeys and systems, identifying where it can genuinely improve things for the customer or business.
Work with the CTO or Head of Product and their teams to turn business needs into solutions they can build, staying involved to ensure the end result works for the customer.
Build strong working relationships across Commercial, Operations, Sales, Marketing, Finance and Technology, at Group level and within each installer business.
Spot changes, big or small, that could grow sales or protect revenue, and back recommendations up with evidence.

Requirements

Experience taking on broad, loosely defined problems and turning them into a clear, practical plan, whatever industry or role that came from.
Comfortable working to a plan, keeping it on track, and building a clear framework for prioritising work when multiple pieces compete for your attention.
A track record of mapping out business or customer processes and turning that into a real recommendation, not just a diagram.
Comfortable pulling data apart, forming a view, and checking whether that view holds up once you test it.
Some exposure to CRM platforms and customer communications, including deciding how they should work and understanding how to configure or structure solutions.
Experience choosing between software or system options, making the case for one, and staying involved through build and rollout.
Able to hold your own with directors and executives while still getting stuck in with teams doing the day-to-day work.
Happy working independently across more than one business without being handed a ready-made playbook.
Genuinely open to exploring and adopting AI in how we work, even without direct experience.
Able to explain systems or data points clearly to someone who has never looked at the detail before.

Skills

CRM platforms
Customer communications
Process mapping
Data analysis
Systems selection
Stakeholder management
AI exploration and deployment

Location

Hybrid, London office
Occasional travel to installer businesses

Work Type

Permanent
5 days per week
Monday to Friday
Hybrid

Experience Level

Depending on experience

Salary/Compensations

Up to £65,000

Benefits

25 days holiday plus bank holidays and your birthday
Hybrid working, based at our London office
Free boiler & home emergency cover with Hometree plus 40% discount for friends & family
Discounted gym membership across over 100 UK gyms and free fitness, wellness and nutrition apps
£300 Home office allowance
Support for your mental health and wellbeing via Oliva
Menopause support from Stella, including friends & family access
Cycle to work scheme
Regular team socials including Summer and Winter parties

About the Company

Founded in 2015, Hometree is a fast-growing challenger in the UK home services market, offering home cover, renewable installations, and financing.
Hometree is becoming one of the UK's leading home services groups through the acquisition of OVO Energy's Home Services division, including CORGI HomePlan and HomeHeat.
The company has achieved significant milestones, including becoming the UK's third-largest home cover provider, completing 7 acquisitions, covering over 500,000 homes, and employing over 550 people.

Equal Opportunity

Hometree is committed to creating an inclusive and representative environment where diverse experiences, perspectives, and backgrounds are celebrated.
The company promotes a culture where employees can bring their full selves to work.
Hometree promises to provide equal opportunities throughout the hiring process and working day, without discrimination.
This commitment applies to talent sourcing, interview processes, employment conditions, feedback, and all other aspects.