ENGIE Energy Access (EEA) is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
The Customer Experience (CX) Business Strategy Manager is a key team member within the Strategic Marketing unit and will play a crucial role in supporting customer service operations across EEA. The role will be responsible for empowering decision makers with real-time and right-sized data insights and recommendations to improve customer service performance and to inform the broader customer support strategy. This role requires a keen ability to work cross-functionally with country teams and key central functions including Marketing, Sales, Consumer Finance, Product, Software & Data, Corporate Finance and others to develop and maintain strong business and technology relationships, becoming a trusted partner to all stakeholders.
The ideal candidate will be analytical, curious and having a passion for solving problems through a data-driven, customer-centric approach. Ideally, you would combine your analytical capability with a background in business strategy, especially with customer service, customer segmentation and customer value management. Your work will make a meaningful impact by enabling EEA to stay accountable to our results, to better manage customer support performance, and to continuously innovate as we seek to go after our consolidated active customer, revenue and repayment targets.
Business Intelligence, Reporting & Data Visualization
Management, Training & Capacity Development
Processes, Systems & Standards
Strategy & Planning
Required Skills & Experience
Desired Skills & Experience
A long-term partner for Africa’s growing energy needs, ENGIE is the largest independent electricity producer in the world, and one of the major players in natural gas and energy services. The Group has more than 50 years of experience on the African continent and has the unique ability to implement integrated solutions all along the energy value chain, from centralized electricity production to off-grid solutions (Solar Home Systems, mini-grids) and energy services. ENGIE has strong ambitions in Africa, a continent with a thriving need for energy to sustain its foreseen growth in the coming years.
Our portfolio of activities now comprises 3,000 MW of electricity generation facilities, both in operation and in construction, located in Morocco, Egypt, Senegal and South Africa; service activities in Morocco, Tunisia, Algeria, South Africa, Mozambique, Côte d’Ivoire, Burkina Faso, Mali, Senegal, Ghana and Niger; decentralized power generation, mini-grids development and Solar-Home-Systems (SHS) in 9 countries serving over more than 4 million people. We now have over 3000 employees, of which 98% are located in Africa.
ENGIE Africa counts nearly 4,000 employees, has 3.15 GW of power generation capacity, and is a leader in the decentralized energy market, providing clean energy to more than 4 million people, in 9 countries through domestic solar installations and local mini-grids.