Senior Manager, Customer Experience at Husk Power Systems Nigeria Limited

Husk is one of the world’s leading rural energy providers. We provide low-cost and reliable power to rural households and businesses, entirely from renewable energy sources. Powering economic possibilities in every village is at the heart of everything we do.

We design, build and operate the lowest cost hybrid (solar and biomass) power plant and distribution network in India and Africa. To date, Husk has provided electricity to over 15,000 homes and business, reducing 95,000 tonnes of CO2. Our aim is to provide 30MW of power to 225,000 customers by 2025, and save 350,000 tonnes of CO2 each year.

We are recruiting to fill the position below:

Job Title: Senior Manager, Customer Experience

Location: Abuja

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.

Required Qualifications & Experience

• Bachelor’s Degree in Engineering, Business Administration, Social Sciences, or related discipline
• 5 - 8 years’ experience in off-grid / mini-grid operations.
• 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).

Location and Travel:

• This role is based in Abuja, Nigeria.
• Travel/availability is required.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note: Women candidates are encouraged to apply.