SENIOR MANAGER, CUSTOMER EXPERIENCE AT HUSK POWER SYSTEMS NIGERIA LIMITED | CUSTOMER EXPERIENCE JOBS IN ABUJA

About Company:

Husk Power Systems (“Husk”) is an award-winning clean energy company serving rural India and Sub-Saharan Africa. In 2023, it was named “World’s Best Challenger Brand” in the energy industry and is a 3-time Global Cleantech 100 company. The company’s AI-powered rural energy platform provides 24/7 renewable power to rural households, commercial customers, institutions, and small factories. It also delivers a range of other products and services, including  e-commerce and credit financing of branded appliances for home and commercial use, as well as community-based solutions for e-mobility and the agricultural value chain. Husk’s mission is to superchange economic growth and social well-being in rural communities that are unserved and underserved.

Job Description:

• 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
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.

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.

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).

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.

Requirements:

• 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

Salary

Application Closing Date: Not specified

Application Instructions:

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