Senior Manager, Customer Experience

Husk Power is seeking a Senior Manager, Customer Experience in Abuja, Nigeria. This role involves leading customer engagement, revenue protection, and service quality for their mini-grid portfolio. The position focuses on community integration, collection efficiency, and operational alignment. Husk Power is committed to providing renewable energy solutions and values diversity and inclusion in its workforce. Benefits include flexible working conditions and career growth opportunities.
Company Description

About Us

Access to reliable, modern, and affordable energy is a basic human right. Yet over 3 billion people in Africa and Asia still don’t have it, with women the most negatively impacted. When communities get electricity, incredible things can happen. That’s where Husk Power comes in. We generate and distribute renewable electricity that leads to prosperity in rural communities. And in the process, we replace polluting and expensive diesel generators with climate-resilient, clean energy infrastructure.

Husk is the world’s leading community solar mini-grid company, operating the largest, lowest-cost fleet across two continents – Asia and Africa. We offer a range of clean energy services, including power and appliance sales, rooftop solar installation for rural commercial & industrial (C&I) customers, agro-processing hubs, EV leasing, clean drinking water, and much more. We serve households, businesses, farmers, health clinics, schools, women, and youth entrepreneurs, entirely from renewable energy – 24 hours a day, 7 days a week.

Husk is a growth-stage company with plans to build 5,000 mini-grids, benefit tens of millions of people and avoid 700 million gallons of diesel by 2030. Our solutions serve off-grid communities but are also grid-compatible and can be rolled out quickly and cost-effectively to support national electrification plans.

Husk Values

Safety; Honesty and Integrity; Mutual Respect; Frugal Innovation; Quality and Reliability; Excellence as an Attitude; We > I; Fail Fast and Learn Faster.

Husk is an equal opportunity employer and is committed to diversity and inclusion and welcomes all applicants regardless of age, disability, gender, marital status, pregnancy and maternity, race, or religion. Husk is committed to improving gender balance within its teams in India and globally. Female candidates are therefore highly encouraged to apply even if not all requirements are met.

Benefits

Husk offers flexible working conditions with employee benefits that are in line with global best practices. These include clear career growth planning, transparent annual review processes that are gender inclusive, maternity, and paternity leave, gender-inclusive workplace conditions, family health insurance, and frequent training to assist the employees to grow in and to the next roles. Husk does not believe in micromanagement and encourages its employees to have a healthy work-life balance, hence giving them the freedom to manage their workload to be compatible with their lives.

Job Description

Position Name: Senior Manager, Customer Experience

Division / Function: Customer Experience

Location of the Job: Abuja

Reports to: AVP, Minigrid Business

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:Qualifications
• 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 Qual