• Application Deadline:
• Position: Customer Experience Lead



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 6 - 8 years



• Location Abuja




• Job Field Customer Care, Success and Service 
  
  




• Salary Range ₦500,000 - ₦750,000/month
  
  

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

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.

Qualifications

• 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.