The Post: Customer Relationship Manager, Electric Ireland, Northern Ireland
The Post Holder: David Fusco
HOW I BECAME A CUSTOMER RELATIONSHIP MANAGER
Customer relationship manager, David Fusco has worked his way up in the energy industry.
Give a brief outline of your career to date.
My first full time job was at Clarity Telecom in Belfast where I joined soon after graduating. In 2008, I started working as an administrative assistant for a gas supplier and went on to take up a sales role in the Industrial & Commercial Sales Team within the business. Growth within the business enabled me to continually progress and when I left the company in 2015 I was an industrial & commercial sales representative specialising in gas connections and supply. This experience allowed me to develop the skills required to join Electric Ireland as a customer relationship manager in September 2015.
What was your favourite subject at school?
History. My dad was a History teacher at my school and his enthusiasm for the subject was infectious.
Did you go on to further/higher education, if so what did you study and where?
I studied Modern History at Queen’s University Belfast.
How did you get into your area of work?
It was completely by chance that I ended up working in the energy industry. I was recommended my first role in the industry by a recruitment agency based in Ballymena. It was only when I started working in the sector that I truly grasped its scale; very quickly I became increasingly interested in the energy industry and was keen to develop my career in the field.
Is this what you always wanted to do?
I was very unsure as to what my career path would be when at school and even at university. Whilst studying History at Queen’s I thought the next logical step would be to take on a PGCE and become a teacher. However, as I was still unsure even when I graduated I decided to get some full-time employment to allow me some time to weigh up my options. Whilst I didn’t realise this at the time, this move proved to be a pivotal moment in terms of my career. Once I started in fulltime employment I never looked back. I found the working environment suited me and the experience I was gaining was every bit as important as those gained in further/higher education.
Were there any particular essential qualifications or experience needed?
Although my history degree hasn’t had any specific relevance to my career it has provided me with vital skills that I took into the business environment. In particular the research and analytical skills which I developed considerably during my time at university, have been increasingly valuable in my current role at Electric Ireland.
Are there alternative routes into the job?
Yes, whilst I went the further education route and gained a degree, in my opinion experience and determination are the most important skills to develop a role in the energy industry. I started in the industry as an administrative assistant and it was my desire to learn and develop myself that contributed to me forging a career in the energy sector
What are the main personal skills your job requires?
Determination. You are going to get knock backs and times when you might not get the end result you wanted but you move on quickly and learn. Appetite to learn and develop yourself is key. In this industry it is essential to have a comprehensive understanding of customers’ businesses, their fluid and evolving needs and the industry they’re in; it’s also about knowing market developments and influences on the energy sector as well as ensuring we are continually providing added value and support to those customers
What does a typical day entail?
Very cliché I know, but no two days are ever the same. My job is very reactive, and you are always only one email or phone call away from the day’s plans changing. Often I spend my time in the office managing customer accounts, dealing with the renewal of contracts or quoting for new business. Equally I can be out and about with customers keeping them informed on market developments and seeing what we need to do to meet their business needs.
What are the best and most challenging aspects of the job?
We help our customers manage their energy by providing them with real valuable support including product offerings such as our newly launched Business Insights Tool; the one area of course that is outside of our control is the price of wholesale energy which has a direct impact on our business and that is both challenging and frustrating. That said, all suppliers face this challenge
Why is what you do important?
Every business in Northern Ireland needs energy and therefore every business needs a supplier to help manage their energy needs. Currently the energy industry is facing a time of much volatility. The introduction of ISEM, Brexit and the rise in commodities present challenges which we will help our customers navigate through. The relationship between supplier & customer/client is more important than ever. Electric Ireland is the market leading electricity, gas & energy solutions partner to all business customers on the island of Ireland. A trusted energy partner offering premium service levels allied to a strong digital capability, we leverage a wealth of resources and expertise to ensure our customers have peace of mind while benefiting from energy savings and efficiencies.
What advice would you give anyone looking to follow a similar career path?
Gain as much experience as possible. In this industry it is vital to soak up as much knowledge as possible whether that be from news articles, online material or from colleagues and peers. Having carried out a number of roles in various companies I feel this was a great way to develop. Push yourself in whatever role you are doing and ask your company to set out a clear plan to achieve where you are going, this will allow you to work towards your goals.
If you weren’t doing this what would you like to do?
I have no regrets about not becoming a teacher but I admit I do get slightly envious that they get July and August off and so I would probably do that.
What is the one piece of advice you would give to yourself on your first day?
Share your opinion and don’t sit in silence. The only way to learn and develop is to engage with colleagues and customers.
Describe your ideal day off.
My ideal day off would generally be spent with my family and friends. I have a young daughter so taking her out for the day is the best way to realise the important things in life and if I have time to watch a bit of football or play a round of golf then that would be a great day.
And finally, what’s the key to any successful job search?
Research. Always do your homework on the job and company you are applying for. If you do this you are already putting yourself ahead of the competition.