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.
Qualifications
BA/BSc/HND
Experience Required
6 - 8 years
