DGM, Customer Experience at Husk Power Systems

Role Summary

• Husk is recruiting for a DGM, Customer Experience to champion its “Customer First” principle for its Nigeria business verticals.
• This role is a leadership role that requires a strategic thinking individual, to drive engagement strategies to ensure Customer Lifetime Value is maximised aligning with functional leadership and providing support in driving best practices across the business.
• The DGM, Customer Experience serves as the strategic leader responsible for shaping, executing, and continuously improving Husk Power Systems’ Customer Experience and Engagement agenda across Nigeria.
• The role drives a unified customer-centric culture that strengthens loyalty, reduces churn, and enhances the lifetime value of every customer served.
• As the voice of the customer at the leadership table, this role ensures that customer insights are systematically integrated into operational decisions, commercial strategies, and brand positioning.
• This role will lead both the strategic and operational dimensions of customer engagement, combining data-driven analytics, cross-functional coordination, and innovation to ensure superior service delivery and measurable business impact.
• The position requires exceptional leadership, communication, and analytical capabilities to balance strategic vision with daily execution excellence across multiple service channels.
• The candidate will also have a track record of proven leadership abilities (communication, relationship building, training & development, etc.) and should also be passionate about contributing to solving one of Nigeria’s most critical challenges – the energy access deficit.

Key responsibilities:
General

• Work closely with other members of the Nigerian Minigrids Business and Senior Management Teams to deliver on country business objectives.
• Support the optimization of various Husk NG activities to ensure best practices are entrenched towards more efficient processes.
• Support in driving “Best Practices” across the business. Once a “Best Practice” has been identified, ensure that the practice is visible nationally and to another subsidiary.
• Support efforts in the training and mentoring of new employees for capacity-building purposes.
• Understand the priorities of the country operations and support the Country Team when required.
• Provide requisite support and inputs on building and aligning various company processes and policies according to global best practices.
• Other duties may be assigned from time to time.

Strategic Leadership and Customer Excellence

• Develop, implement, and sustain a Customer Engagement Strategy aligned with Husk Nigeria’s growth and retention goals.
• Champion a “Customer-First” mindset across all departments, embedding customer excellence as a business-wide KPI.
• Establish, monitor, and continuously improve global-standard benchmarks such as NPS, CSAT, CES, and churn reduction.
• Influence product, commercial, and operational decisions with actionable customer insights to drive business outcomes.
• Represent the customer function at leadership forums and ensure alignment with the global Customer Experience framework.

Customer Operations and Issue Management

• Design and implement structured complaint management processes with clear SLAs, escalation protocols, and accountability tracking.
• Ensure all customer touchpoints (digital, call center, field, and sales channels) deliver seamless and consistent experiences.
• Lead CRM optimization for improved customer lifecycle management, data accuracy, and engagement tracking.
• Drive issue resolution efficiency and maintain transparent communication on key customer escalations.

Business Impact and Data-Driven Insights

• Lead the collection, analysis, and reporting of customer feedback data across all operating locations.
• Translate customer analytics into actionable recommendations for improving service, products, and policies.
• Track and report on customer retention, lifetime value, churn rate, and performance of satisfaction against business goals.
• Deliver a monthly “Voice of Customer” dashboard to the Nigeria Senior Management and Global Senior Leadership Teams.

Cross Functional Collaboration and Process Optimization

• Collaborate with relevant teams to ensure customer needs are embedded in decision-making.
• Work with relevant teams to ensure customer billing, collections, and service requests are resolved on time.
• Coordinate with the Marketing and Communications teams to develop customer education and loyalty programs.
• Facilitate alignment between frontline customer-facing teams and backend technical operations

Leadership, Culture and People Development

• Lead, coach, and inspire a high-performing Customer Experience Team in, setting clear goals and growth plans.
• Build competencies in data-driven service delivery, problem-solving, and empathy-based communication.
• Foster a culture of accountability, transparency, and continuous improvement across the CX team.
• Represent Husk Nigeria at key stakeholder forums and external engagements related to customer experience.

Governance, Compliance and Risk Management

• Ensure adherence to internal policies, data privacy standards, customer data protection laws and regulatory requirements.
• Develop and enforce standard operating procedures for all customer engagement processes.
• Implement internal audits and compliance checks for customer data integrity and service quality.

Qualifications
Required Skills & Attributes

• Bachelor's / Master’s degree in relevant field. Postgraduate degree or relevant business certifications; a plus.
• 10 years of experience in customer relations management, and customer engagement including customer service across product and service organizations.
• Excellent verbal and written communication skills in English. Fluency in Hausa; required.
• Excellent organizational and time management skills
• Excellent people skills, and ability to engage in a multicultural and diverse environment, with multiple internal and external industry stakeholders.
• 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 in fast paced service organizations with rural and peri-urban customers.
• 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.
• A clearly defined strategic thought process and a continuous improvement mindset with excellent problem-solving skills.
• Demonstrates a high level of accountability and ownership of tasks.
• Ability to influence through data and business analysis.
• Confident in liaising at all levels, articulate with good presentation skills.
• Ability to work and lead effectively in cross-functional teams.
• In-depth knowledge of the power sector in Nigeria, nice to have.
• Most importantly, the candidate must fit a company spirit where people work smart, play hard, have fun, and are dedicated to success.