Energicity Corp is Africa’s leading developer, builder, and operator of solar and hybrid mini-grids, delivering affordable, reliable, and scalable electricity to off-grid rural communities experiencing power access for the first time. By leveraging local expertise and designing tailor-made systems, Energicity has expanded its footprint across three countries (Sierra Leone, Liberia and Benin) and is widely recognised as a pioneer in the energy access industry.
We are seeking a skilled, experienced and dedicated Customer Operations Manager to join Energicity, DBA Power Leone Sierra Leone Limited.

This role is critical in supporting the expansion of our market development, operations, engineering, construction, and support teams as we work toward connecting more than 100,000 customers across Africa within the next five years. Our mission is
to deliver high-quality solar mini grids that ensure our customers have light in their homes and electricity services that help their communities thrive through:

1. Better health services through access to more modern healthcare equipment, vaccines, and light for night activities,
2. Notable improvements in primary and secondary education,
3. New opportunities for rural entrepreneurs and smallholder farmers.
   

THE COMPANY’S CORE VALUES ARE:

• Excellence and Integrity
• Learning and Innovation
• Teamwork
• Customer-Centricity

JOB SUMMARY:

The Manager Customer Operations (COPs Manager) is responsible for overseeing the effective implementation of customer and community operations across multiple sites. The role ensures that daily activities run smoothly by coordinating the efforts of Community Managers and aligning field operations with company priorities. The COPs Manager provides leadership, guidance, and performance oversight to enhance team efficiency, strengthen customer satisfaction, and support continuous operational improvement. The position also involves monitoring performance metrics, analyzing operational trends, and recommending actions to drive high-quality service delivery and community engagement.

KEY RESPONSIBILITIES

• Supervise and mentor Community Managers to ensure high-quality customer service and effective community engagement.
• Support management in setting operational goals and translating them into weekly and monthly plans for the team.
• Analyze operational and customer data to identify trends, risks, and opportunities for improvement (e.g., delinquency, productive use deployment, distributor credit).
• Lead, monitor, and deliver Customer Operations performance indicators (KPIs), including energy sales, average revenue per customer, customer payments, revenue collection rate, and commercial losses.
• Build and maintain a data-driven team culture, ensuring decisions are guided by insights while balancing operational realities and urgency.
• Plan and conduct quarterly customer feedback engagements to capture customer insights and recommend actions for improved service delivery.
• Prepare and present weekly and monthly performance reports, highlighting key insights, challenges, and recommended actions.
• Prepare and submit all required reports on time, including those for the Ministry of Energy and investors.
• Coordinate and support the implementation of productive use of energy (PUE) initiatives, ensuring strong customer awareness, participation, and adoption.
• Performs other duties as assigned by the Senior Operations Manager.

QUALIFICATIONS:  EDUCATION/KNOWLEDGE/TECHNICAL SKILLS AND EXPERIENCE

Qualification required: Bachelor’s degree in business management, Marketing, Sales & Commercial Development, Rural Development, or any other related field of study.

• Equivalent technical certifications with relevant experience may also be considered.

Experience: 3–5 years of experience in field marketing, sales operations, rural development, customer service management, product category management, or a related role.

• Experience managing teams and driving field performance in distributed or service-based environments.
• Demonstrated ability to use data and field insights to improve operations and customer satisfaction.
• Experience working in rural electrification, FMCG, telecom, or other last-mile distribution sectors is an advantage.

Technical Skills & Competencies:

• Proven ability to lead and motivate teams to meet targets.
• Strong analytical and problem-solving abilities using data insights.
• Effective communication and conflict management with customers and field teams.
• Ability to coordinate across departments (technical, finance, and field).
• Organized and proactive, capable of managing multiple priorities in dynamic field environments.
• Mindset of continuous improvement, driving data-informed operational decisions

If you are motivated to take on a challenging role with one of Africa’s leading solar mini-grid companies and contribute to our rapid expansion across multiple countries, please submit your Resume and cover letter to career@energicitycorp.com

Please ensure that the subject reads ‘Application for the position of “Customer Operations Manager-Sierra Leone”. Referees of successful candidates and previous employers will be contacted. Each application should include the referees’ current email addresses and telephone numbers.

Closing Date: December 17, 2025.

Only short-listed candidates will be contacted.

A successful candidate for this position will be screened and required to sign the Energicity Safeguarding Policy.

WOMEN ARE STRONGLY ENCOURAGED TO APPLY