Position Name:  Customer Experience LeadDivision / Function:  Customer Experience Location of the Job: AbujaReports to: AVP, Minigrid BusinessRole SummaryThe 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: 1. 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.2. Revenue & Commercial PerformanceAchieve 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.3. Operational IntegrationCoordinate 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).4. Team Leadership & ExecutionManage 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.
