MANAGER CUSTOMER ENGAGEMENT-VACANCY AT HUSK POWER SYSTEM

Responsibilities

• Lead Husk’s “Customer First” agenda to ensure focus on customer service in every aspect of operations.
• Be the Customer Champion to address and resolve all customer queries and issues through extensive cross-functional coordination.
• Lead projects to set processes to resolve typical and atypical customer issues, with benchmarked guidelines, SLAs, and accountability and escalation metrics.
• Drive a project to identify, finalize, implement, and maintain the correct CRM solutions for Husk’s requirements.
• Closely align with multiple business verticals on their customer touchpoints in line with the business’ customer service goals
• Develop and execute customer relations strategies, policies, and procedures to ensure exceptional customer experiences throughout the customer journey.
• Lead and manage a team of customer relations professionals, providing guidance, coaching, and support to achieve departmental goals.
• Own all channels and third-party relationships for customer communication across the on-ground and digital universe.
• Collaborate with cross-functional teams from multiple businesses, including sales, marketing, collections, and O&M to align customer relations efforts with overall business objectives.
• Establish and maintain a customer-centric culture within the organization, promoting a customer-first mindset across all departments.
• Bring knowledge & insights and develop customer service KPIs in line with the top global customer practices.
• Build and maintain dashboards by using various tools to accurately capture customer satisfaction levels.
• Implement benchmarks such as NPS, CSAT, and CES to regularly assess Husk’s performance in terms of customer relationships and drive strategies to continuously improve scores across businesses.
• Champion CE as a key touchpoint of our end-to-end customer experience and a significant driver of customer retention.
• Champion customer data management and insights generation processes. Bring precision and intense discipline to customer data handling.
• Analyze customer data and feedback to generate actionable insights and recommendations for enhancing customer experiences.
• Implement effective customer segmentation strategies and develop personalized communication plans to engage customers and drive loyalty.
• Monitor customer satisfaction metrics and KPIs, regularly reporting on performance and making recommendations for improvement.
• Foster strong relationships with key customers, conducting regular business reviews and seeking opportunities for upselling or cross-selling.

Required Skills & Attributes

• Bachelor’s / Master’s degree (in Business Administration in Mass Communication, Public Relations, or a related field).
• 5-8 years of experience in customer relations management, and customer engagement including customer service across product and service organizations.
• Fluency in Hausa and English required.
• 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.
• 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.

Location: Abuja, Nigeria.

Apply: MANAGER CUSTOMER ENGAGEMENT