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.