HEAD, CUSTOMER ACQUISITION & DELIVERY

Our client is one of Nigeria's leading electricity distribution companies, responsible for distributing and retailing electricity within its licensed territory. The company serves customers across the Southern zone and focuses on delivering reliable, efficient, customer-centric electricity services.

JOB OBJECTIVE:

The Head, Customer Acquisition & Delivery will drive sustainable customer base growth, load expansion (MW), and revenue generation by identifying, developing, and converting new customer opportunities across our client's network, while ensuring alignment with technical capacity and commercial objectives.

JOB RESPONSIBILITIES:

• Develop and implement strategies for acquisition of new customers. Design and execute structured prospecting strategies across our client's franchise area to drive customer growth. Ensure alignment with our client's revenue, load (MW), and market expansion objectives. Continuously review and refine acquisition approaches based on market dynamics.
• Identify and drive growth in high-potential areas, including estates and industrial clusters. Map and prioritize high-growth corridors with our client infrastructure upgrade focus, such as new estates, commercial hubs, and industrial zones. Drive targeted engagement in these areas to capture new loads early. Ensure early visibility and positioning ahead of competitors.
• Drive identification and conversion of high-value customers (KCG). Focus on acquiring customers with high consumption and revenue potential. Lead targeted engagement with commercial, industrial, and institutional customers. Ensure prioritization of high-value opportunities over low-impact connections.
• Oversee prospect generation, qualification, and pipeline management. Ensure a consistent pipeline of viable prospects through structured identification and qualification processes. Maintain visibility of all prospects across districts. Drive disciplined pipeline management to avoid loss of opportunities.
• Drive conversion from engagement to connection and billing. Ensure prospects are progressed efficiently through all stages of the pipeline. Identify and resolve bottlenecks affecting conversion timelines. Drive accountability across teams to achieve timely connection and revenue activation.
• Collaborate with Technical, Commercial, and Metering teams. Work closely with cross-functional teams to ensure alignment on customer onboarding. Facilitate coordination required for technical approvals, metering, and billing.
• Leverage the district team as key sources of market intelligence. Ensure systematic capture of new developments and customer opportunities. Integrate field insights into the central BD pipeline.
• Track pipeline performance, including conversion, MW, and revenue. Monitor key performance metrics across the customer acquisition pipeline. Ensure visibility of conversion rates, load growth, and revenue contribution. Provide insights for continuous performance improvement.
• Engage developers and estate managers. Build and maintain strategic relationships with property developers and estate managers. Secure early access to new developments for our client connection. Position our client as the preferred energy provider.
• Provide periodic performance reports. Prepare and present regular reports on acquisition performance, pipeline status, and growth metrics. Provide insights to management for decision-making. Ensure data accuracy and consistency in reporting.
• Lead market development initiatives across districts. Drive initiatives aimed at expanding our client's footprint in new and underserved areas. Coordinate district-level efforts to ensure consistent market penetration. Align initiatives with overall business growth strategy.
• Develop templates. Design and standardize tools and templates for prospect capture, tracking, and reporting. Ensure consistency in data collection and pipeline management across teams. Continuously improve templates to enhance efficiency and visibility.
• Ensure compliance with safety and operational standards. Ensure all activities are carried out in line with our client's safety policies and regulatory requirements.
• Perform other assigned duties. Undertake additional responsibilities as assigned in line with the role. Support broader Business Development initiatives as required. Maintain flexibility to adapt to evolving business priorities.

EDUCATIONAL QUALIFICATIONS:

• B.Sc. in Economics, Business Administration, Engineering or any other finance-related discipline
• Relevant post graduate degree/ professional qualification, e.g., MBA, will be an added advantage
• Minimum of 12 - 15 years of relevant experience with at least 5 years in a management capacity.

KEY PERFORMANCE METRIC:

• Increase the number of Key Customer Group (KCG) customers with connected load of 2MVA and above by achieving a minimum 4% year-on-year growth in the customer base.
• Generate incremental revenue from newly acquired 2MVA and above customers equivalent to at least 3% of our client's total annual revenue through successful customer acquisition and energization.
• Acquire and successfully onboard a minimum of five (5) new high-value customers with connected load of 2MVA and above within the appraisal year.
• Facilitate the connection of new customer load totaling at least 30MVA through new supply requests, capacity expansion, and customer acquisition initiatives.
• Achieve a minimum pipeline conversion rate of 30% by converting qualified customer prospects into successfully connected customers.
• Secure and execute strategic partnership agreements with property developers, estates, industrial clusters, or other key stakeholders to expand our client's customer base.
• Ensure that actual revenue realized from newly connected customers achieves at least 90% of the approved business case projections
• Ensure that at least 95% of newly connected customers are metered on the day of connection in line with the approved Service Level Agreement (SLA).

REQUIRED SKILLS & COMPETENCIES:

• Financial and business management (revenue growth, load monetization)
  
• Strategy formulation & business planning (customer acquisition strategy, growth corridors)
• Business/Market intelligence (prospecting, market expansion, customer segmentation)
• In-depth knowledge of electricity distribution operations (network, load capacity, connections)
• Technical understanding; problem-solving; Operational awareness
• Business process & organizational dynamics knowledge (BD, Technical, Commercial coordination)
• Performance management (pipeline tracking, MW, kWh, revenue KPIs)
• Risk management (commercial viability, technical feasibility, customer credit risk)
• Emotional intelligence (stakeholder engagement, customer relationship management)
• Negotiation (developers, commercial/industrial customers, partnerships)
• Planning & organizing; Performance monitoring; Data-driven decision-making