Customer Experience Lead

Position Name:  Customer Experience Lead

Division / Function:  Customer Experience

Location of the Job: Abuja

Reports to: AVP, Minigrid Business

Role Summary

The Manager, Customer Experience (CX) is responsible for leading end-to-end customer engagement, revenue protection, and service quality across Husk’s interconnected and hybrid mini-grid portfolio. The role ensures strong community integration, high collection efficiency, improved energy uptake, and operational alignment between site teams and central functions. This role is critical to sustaining Husk’s hub-and-spoke operational model by translating technical uptime into customer trust, revenue growth, and long-term site stability.

Key responsibilities:

1. Customer &Community Management

• Lead structured onboarding of new interconnected customers (households, MSMEs, C&I).
• Oversee complaint management and enforce strict TAT resolution standards.
• Drive NPS improvement and community satisfaction initiatives.
• Manage local stakeholder relationships including community leaders and regulators.

2. Revenue & Commercial Performance

• Achieve and sustain high collection efficiency across interconnected sites.
• Identify load growth opportunities and increase ARPU.
• Reduce churn and prevent disconnections due to disputes.
• Partner with Finance on delinquency control and revenue assurance.

3. Operational Integration

• Coordinate with Technical Operations to ensure outage communication and customer transparency.
• Monitor site-level SLA adherence and reliability perception.
• Support tariff communication and regulatory alignment (NERC mini-grid framework).

4. Team Leadership & Execution

• Manage and develop Site CX Officers.
• Implement structured KPIs at cluster level.
• Conduct field audits and periodic performance reviews.
• Build scalable customer management processes across expanding interconnected networks.

Required Qualifications & Experience

• Bachelor’s degree in engineering, Business Administration, Social Sciences, or related discipline
• Minimum 6–8 years’ experience in off-grid / mini-grid operations including 3 years coordinating a team to achieve high level deliverables..
• Must have led teams that managed minimum of 7,000 customer base with core KPIs across retention, CLV, NPS etc
• Strong Analytical with great data capabilities
• Experience working in rural, peri-urban, or underserved energy markets.
• Good understanding of customer lifestyle value - B2B and B2C experience
• Strong understanding of tariff structures, load management, and energy commercialization
• Familiarity with regulatory frameworks (NERC mini-grid regulation preferred).
• Must be fluent in speaking Hausa
• Must be geared toward customer success

Location and Travel

This role is based in Abuja, Nigeria.

Travel/availability is required

Women candidates are encouraged to apply.

DISCLAIMER:

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.                              

Husk Power Energy Systems Nigeria Limited is an equal-opportunity employer and makes employment decisions on the basis of merit and business needs. We hire without consideration of race, colour, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.