Client Enablement & Coaching Lead (f/m/d)

Help us use technology to make a big green dent in the universe!

Kraken powers some of the most innovative global developments in energy.

We create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide.

It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.

What we do: build the most AI-driven, innovative, forward-thinking platform for energy management. From optimizing resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications, Kraken is powering the next wave of innovation in the energy industry.

Why we do it: future energy will not look like energy as we know it today. We need to not just think about our future, but build for it. Now.

You will play a key role in delivering Kraken's Human Design principles and Operating Model to transform our clients Operations, leading implementation through a hands-on, consultative approach. A strong understanding of Human Design principles and change management best practice is essential, as is the ability to influence leaders, navigate change with confidence and bring sharp project management and analytical skills.

You are responsible for guiding clients through the Kraken migration framework (BOT method), mentoring internal and external stakeholders, and ensuring operational success and long-term sustainability of the target operating model. 

While operations will be your core focus, you’ll also need a solid grasp of broader retail functions – how data, comms and marketing interact with operations to shape customer outcomes and influence the success of the new model. While the primary focus is the C&I function, you’ll also need B2C experience to effectively support clients across the portfolio.

When executed well, these transformations can feel truly magical – across the whole organisation, and most importantly, our clients’ customers. The SCDL role is to make sure that magic is felt.

Key Responsibilities: what you'll do

• Consultative Leadership & Client Engagement:

• Lead client interactions through the entire BOT program lifecycle, providing hands-on consulting and fostering a learning environment by guiding clients to take ownership early in the migration process of the operational programme.

• Help mobilise and set up initiatives such as Operations Transformation Office (OTO - client’s internal change management team), Early Adopters and work closely with Kraken’s Tech Teams to enable a smooth transformation.

• Establish strong relationships within the client’s Senior Leadership team, acting as a trusted advisor and helping to shape, influence and unblock strategic decisions.

• Empower the client’s migration ‘Ambassadors’ to become champions of the model, ensuring the program’s long term adoption and accountability across the organisation.

• Shape planning so it aligns with the client’s goals and aspirations.

Project Management:

• Guide the delivery of Kraken programmes – from Leadership Development to Skills Based Learning – by defining clear programme milestones that keep teams and stakeholders on track and organised.

• Partner tightly with internal Tech teams so operational and technical migrations run in lockstep, reducing friction and keeping delivery on track.

• Drive continuous improvement and iteration, tailoring solutions based on client-specific needs.

Mentorship & Coaching:

• Cultivate future leadership by mentoring and coaching the client’s OTO and internal teams, enabling them to be successful in a Kraken powered organisation.

• Ensure that internal stakeholders, including the OTO team, are fully equipped to take over ownership of scaling the operational transformation, with formalised check-ins at agreed points. Support the creation of high performing teams, able to think, lead and problem solve and lead in keeping with agile, customer centric methodologies.

Analytical & Problem-Solving:

• Utilise strong analytical skills to anticipate challenges, pre-empt pain points and intervene early on to course correct.

• Leverage client and Kraken data to identify red flags, understand cause-and-effect relationships, and drive corrective actions to improve client outcomes.

• Being able to correlate and articulate the connection between employee engagement and customer satisfaction, and how operational changes can impact cost to serve.

Cross-Functional Collaboration & Influence:

• Collaborate with multiple teams and stakeholders both within Kraken and across client internal teams such as HR, Data, Marketing and  Tech to provide clear guidance on program delivery and solutions while managing client expectations.

• Collaborate across departments to ensure that Kraken’s core offering aligns with client expectations. Ensure that operations never become a blocker to continued migration.

• Remain up to date with new features and products and ensure the client is trained and adopts new functionality.

Driving Organisational Change:

• Lead cultural and operational transformations, embedding sustainable change within the client’s organisation, using Kraken’s Human Design approach.

• Champion the Kraken Operating model, ensuring the client’s operational structure evolves in alignment with best practices for both immediate and long-term success.

Skills: what you'll have

• Exceptional project management skills, with the ability to work across multiple clients and fast-paced timelines.

• Strong analytical skills with the ability to interpret data, identify risks, and proactively implement solutions.

• Proven influencing skills, with experience persuading senior leaders and driving adoption of new methodologies.

• Deep technical understanding of Kraken's products and services, including migration processes and temporary solutions.

• Demonstrating leadership practices and promoting professionalism in client interactions Excellent communication skills, both written and verbal, with the ability to explain complex concepts and principles to a varied audience.

Experience

• Proven communication at all levels, able to leverage style at Exec level.

• Exposure to outsourcing models (BPOs), understanding their drivers, challenges, and how to manage these relationships effectively.

• Change management using agile methodologies.

• Proven record of creating high performing teams, either internally within operations or externally with clients. 

Other Requirements:

• Ability to travel globally, with placement based on preference when possible, but flexibility required according to client needs.

• Ability to work across multiple clients and markets, quickly adapting to vary