Head, Customer Care at Ikeja Electricity Distribution Company (IKEDC)

Ikeja Electricity Distribution Company (IKEDC) - Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electric Plc, Nigeria’s largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion on November 1st, 2013 following the handover of the defunct Power Holding Company Of Nigeria (PHCN) to NEDC/ KEPCO Consortium under the privatization scheme of the Federal Government of Nigeria. The consortium has the Korean Electric Power Corporation (KEPCO) which generates about 84,000MW in capacity and has a global efficiency record of a maximum down time period of slightly above three minutes annually as technical partners. 

This partnership has positioned IE to effectively drive its commitment to deliver efficient and sustainable power supply through investments in new technology, infrastructure upgrade and human capital development. Ikeja Electric has over 1,000,000 customers who the company is committed to serve with a New Spirit, New Drive and New Energy. This resolve continues to elicit a passion for service excellence and new thinking on how to empower lives and businesses across the IE network.

We are recruiting to fill the position below:

Job Title: Head, Customer Care

Location: Lagos
Employment Type: Full-time

About the Role

• We are looking for an experienced and customer-focused Head of Customer Care to lead and transform our customer service operations.
• This role is responsible for delivering exceptional customer experience, driving satisfaction and retention, and embedding a customer-first culture across the organization.
• You will play a critical role in shaping service strategy, managing key customer relationships, and ensuring consistent, high-quality service delivery across all touchpoints.

Key Responsibilities
Customer Experience & Service Delivery:

• Lead the design and execution of customer service strategies that enhance satisfaction and loyalty.
• Ensure timely resolution of customer complaints and escalations.
• Oversee quality, accuracy, and timeliness of all customer-facing services and initiatives.
• Manage key customer portfolios to maximize engagement and value.

Operations Management:

• Direct and oversee daily operations of the Customer Service function.
• Monitor performance using defined KPIs and service metrics.
• Ensure availability of tools, systems, and resources to support efficient service delivery.

Stakeholder Engagement & Communication:

• Ensure customers are well-informed about company campaigns, programs, and initiatives.
• Provide strategic feedback and insights to support business growth and corporate strategy.
• Handle complex and high-level customer issues across the organization.

Leadership & Capability Development:

• Lead, coach, and develop high-performing customer service teams.
• Identify capability gaps and drive training and development initiatives.
• Foster a culture of accountability, innovation, and customer-centricity.

Continuous Improvement & Innovation:

• Use customer insights and data analytics to improve service delivery.
• Drive service innovation and process improvements across the organization.
• Lead change management initiatives within the customer service function.

Requirements
Education:

• Bachelor’s Degree in Business Administration, Marketing, Engineering, or any Social Science discipline.
• MBA or relevant postgraduate qualification is an added advantage.
• Professional certifications (e.g., NIM, ISN, CCXP) are an added advantage.

Experience:

• 10–12 years of experience in a commercial or customer-focused environment.
• At least 3 years in a managerial or supervisory role.
• Proven track record in customer service leadership and operations management.

Core Competencies:
Technical Skills:

• Key Account Management.
• Customer Relationship Management.
• Data Analysis & Business Intelligence.
• Quality Assurance & Service Delivery.
• Knowledge of Electricity Regulations & Policies.
• Corporate Strategy & MIS.
• Energy Loss Reduction Techniques.

Behavioral Competencies:

• Strong customer-centric mindset.
• Excellent leadership and team development skills.
• Effective risk identification and management.
• Innovative and solution-driven thinking.
• Strong decision-making and problem-solving abilities.
• Ability to lead change and drive continuous improvement.

Why Join Us?

• Opportunity to lead enterprise-wide customer experience transformation.
• Influence corporate strategy through customer insights.
• Build and manage high-performing teams.
• Drive measurable improvements in customer satisfaction and service delivery.

Application Closing Date
8th May, 2026.