• Application Deadline:
• Position: Manager, Customer Engagement


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 5 - 8 years


• Location Abuja


• Job Field Customer Care 
  

Role Summary

• Husk is seeking a Customer Engagement Manager, who will be responsible for developing and implementing strategies to enhance Husk’s customer satisfaction, loyalty, and retention.


• The individual will oversee the customer engagement function and work collaboratively with cross-functional teams to drive customer-centric initiatives.


• Your goal will be to optimize customer experiences at every touchpoint and foster long-term relationships with our customers.


• This role involves developing strategies, extensive data gathering and analysis, setting goals, implementing CRM software, and creating benchmarks to ensure efficient operations and optimize customer experiences.


• This position provides the opportunity to join a growing team that is changing the face of rural electrification in Nigeria and India.


• The ideal candidate should have a positive attitude, be a team player, believe in Husk’s values, have an inherent curiosity to find creative solutions for problem-solving, and have an appetite for growth.

Key responsibilities:

• Lead Husk’s “Customer First” agenda to ensure focus on customer service in every aspect of operations.


• Be the Customer Champion to address and resolve all customer queries and issues through extensive cross-functional coordination.


• Lead projects to set processes to resolve typical and atypical customer issues, with benchmarked guidelines, SLAs, and accountability and escalation metrics.


• Drive a project to identify, finalize, implement, and maintain the correct CRM solutions for Husk’s requirements.


• Closely align with multiple business verticals on their customer touchpoints in line with the business’ customer service goals


• Develop and execute customer relations strategies, policies, and procedures to ensure exceptional customer experiences throughout the customer journey.


• Lead and manage a team of customer relations professionals, providing guidance, coaching, and support to achieve departmental goals.


• Own all channels and third-party relationships for customer communication across the on-ground and digital universe.


• Collaborate with cross-functional teams from multiple businesses, including sales, marketing, collections, and O&M to align customer relations efforts with overall business objectives.


• Establish and maintain a customer-centric culture within the organization, promoting a customer-first mindset across all departments.


• Bring knowledge & insights and develop customer service KPIs in line with the top global customer practices.


• Build and maintain dashboards by using various tools to accurately capture customer satisfaction levels.


• Implement benchmarks such as NPS, CSAT, and CES to regularly assess Husk’s performance in terms of customer relationships and drive strategies to continuously improve scores across businesses.


• Champion CE as a key touchpoint of our end-to-end customer experience and a significant drivers of customer retention.


• Champion customer data management and insights generation processes. Bring precision and intense discipline to customer data handling.


• Analyze customer data and feedback to generate actionable insights and recommendations for enhancing customer experiences.


• Implement effective customer segmentation strategies and develop personalized communication plans to engage customers and drive loyalty.


• Monitor customer satisfaction metrics and KPIs, regularly reporting on performance and making recommendations for improvement.


• Foster strong relationships with key customers, conducting regular business reviews and seeking opportunities for upselling or cross-selling.    

Qualifications

Required Skills & Attributes

• Bachelor's / Master’s degree (in Business Administration in Mass Communication, Public Relations, or a related field).


• 5-8 years of experience in customer relations management, and customer engagement including customer service across product and service organizations.


• Fluency in Hausa and English required.


• In-depth knowledge of customer relations/engagement best practices, methodologies, and technologies, with experience in implementing customer-centric strategies.


• Experience in implementing and regularly using data processing, dashboarding, and CRM tools.


• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders at all levels.


• Strong leadership skills, with the ability to motivate and inspire a team to achieve departmental goals and deliver outstanding results.


• Analytical mindset with the ability to leverage data and insights to drive decision-making and customer-focused initiatives.


• Strong problem-solving and conflict-resolution skills, with the ability to handle complex customer issues and complaints effectively.


• Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment.


• Required to manage customer engagement function to ensure 24/7 availability.