Manager, Customer Engagement at Husk Power Systems

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.

We are recruiting to fill the position below:

Job Title: Manager, Customer Engagement

Location: Abuja
Employment Type: Full-time
Reports to: Country Director
Division / Function:  Customer Engagement

Role Summary

• We are 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 is 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.

Salary
NGN300,000 to NGN500,000, based on experience.

Application Closing Date
Not Specified.