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.
Required Qualifications & Experience
- 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
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Position objective:
The Manager- Legal will serve as the principal legal advisor to the organization, providing strategic legal guidance across corporate, commercial, regulatory, and project development activities. The role will support business growth, market expansion, and complex energy projects by ensuring legal soundness, regulatory compliance, and effective risk management.
Key Responsibilities Include:
Legal Advisory & Strategy
- Act as the primary legal advisor to executive management on corporate, commercial, and regulatory matters.
- Provide strategic legal input into business decisions, expansion initiatives, and market entry strategies.
- Support project development, structuring, and execution across the HMG portfolio.
Legal Risk Management
- Develop and implement robust legal risk management frameworks.
- Proactively identify legal exposures and implement mitigation strategies aligned with business objectives.
Contracts & Commercial Structuring
- Lead the structuring, drafting, review, and negotiation of key agreements, including:
- Power Purchase Agreements (PPAs)
- Interconnection Agreements
- EPC Contracts and other project-related agreements
- Standardize contract templates and frameworks across the organization.
- Ensure all agreements align with the company’s risk appetite and operational priorities.
Project Finance Support
- Support project finance transactions by:
- Managing legal due diligence processes
- Reviewing and negotiating financing documentation
- Collaborate with financial and commercial teams to enable bankable project structures.
Regulatory & Compliance
- Lead the application, procurement, and renewal of licenses, permits, and regulatory approvals.
- Ensure compliance with applicable laws and regulatory bodies, including the Nigerian Electricity Regulatory Commission.
- Monitor regulatory developments and provide actionable guidance to the business.
Stakeholder & External Counsel Management
- Manage relationships with external solicitors and legal advisors.
- Represent the company in dealings with regulators, government agencies, and industry bodies.
Corporate Governance & Company Secretarial Oversight
- Oversee company secretarial functions and ensure compliance with corporate governance standards.
- Maintain statutory records, filings, and regulatory correspondence in coordination with the Company Secretary.
Dispute Resolution & Litigation
- Manage disputes, claims, and litigation matters.
- Develop proactive strategies to minimize legal risks and protect company interests.
Legal Function Leadership
- Lead, structure, and strengthen the legal function.
- Establish efficient legal processes and governance frameworks.
- Collaborate cross-functionally with finance, operations, and commercial teams to support business outcomes.
Requirements:
- Minimum of 6–8 years of legal and regulatory experience. Experience in the energy/Telecoms sector is an added advantage
- Proven experience advising on large-scale projects and complex transactions.
- Prior experience in a leadership or senior legal role. Minimum of 4 years
- Strong knowledge of energy sector regulations and project structures.
- Expertise in contract negotiation and legal drafting.
- Excellent stakeholder management and influencing skills.
- High level of commercial acumen and strategic thinking.
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