Head of Customer Care

A career opportunity awaits at Danab Electric — they are hiring a Head of Customer Care in Mogadishu. The ideal candidate will have 3 - 4 years of professional experience in the Management/leadership field. Applications are open until Mar, 05. Don't miss this opportunity. Job Title: Head of Customer CareLocation: Afgooye/MogadishuCompany: Danab Electric Co.Reports to: CEO & COOEmployment Type: Full-timeAbout UsDanab Electric is a leading electricity distribution company committed to delivering safe, reliable, andaffordable power to our customers. As we continue to strengthen our customer-first approach, we are seekingan experienced and strategic Head of Customer Care to lead and transform our customer service operations.The RoleThe Head of Customer Care will be responsible for the overall strategy, performance, and continuousimprovement of customer service across all touchpoints. This role is critical in ensuring excellent customerexperience while meeting regulatory, operational, and commercial objectives in a utility environment.Key Responsibilities• Develop and implement a comprehensive customer care strategy aligned with company goals andregulatory requirements• Lead and manage all customer service functions, including call centers, walk-in centers, complaintshandling, and digital channels• Ensure effective handling of customer inquiries related to billing, connections, outages, metering, andservice quality• Drive improvements in customer satisfaction, service delivery, and first-contact resolution• Oversee complaint escalation processes and engagement with regulators, consumer bodies, and otherstakeholders• Analyze customer data, trends, and feedback to inform service improvements and decision-making• Manage budgets, KPIs, and service-level agreements (SLAs)• Lead, mentor, and develop a high-performing customer care team• Collaborate closely with operations, finance, IT, and communications teams to ensure a seamlesscustomer experience• Champion digital transformation and automation in customer service delivery === Skills & Qualifications === Qualifications & Experience• Bachelor’s degree in Business Administration, Customer Experience, Engineering, or a related field(Master’s degree is an advantage)• Minimum of [3–5] years’ experience in customer service leadership, preferably within utilities,energy, telecoms, or regulated industries• Strong understanding of customer experience management, complaint resolution, and service qualityframeworks• Proven experience managing large teams and complex customer operations• Familiarity with regulatory environments and stakeholder engagement• Strong analytical, communication, and leadership skillsKey Competencies• Customer-centric mindset• Strategic thinking and execution• Excellent people leadership and change management skills• Data-driven decision-making• High integrity, resilience, and accountabilityWhat We Offer• A senior leadership role with real impact on customers and communities• Competitive remuneration and benefits• Opportunity to drive transformation in a critical public service sector• Professional growth and development opportunities --- About Mogadishu --- Mogadishu, known locally as Muqdisho, is the capital of Somalia and the country's largest city. It serves as the political, economic, and cultural heart of the nation. The city hosts the headquarters of numerous UN agencies, international NGOs, and government institutions, offering diverse career opportunities for development and humanitarian professionals. Ereyada Soomaaliga (Somali Keywords): Shaqo Cusub • Shaqo Buuxda • Shaqo Muqdisho

Qualifications & Experience• Bachelor’s degree in Business Administration, Customer Experience, Engineering, or a related field(Master’s degree is an advantage)• Minimum of [3–5] years’ experience in customer service leadership, preferably within utilities,energy, telecoms, or regulated industries• Strong understanding of customer experience management, complaint resolution, and service qualityframeworks• Proven experience managing large teams and complex customer operations• Familiarity with regulatory environments and stakeholder engagement• Strong analytical, communication, and leadership skillsKey Competencies• Customer-centric mindset• Strategic thinking and execution• Excellent people leadership and change management skills• Data-driven decision-making• High integrity, resilience, and accountabilityWhat We Offer• A senior leadership role with real impact on customers and communities• Competitive remuneration and benefits• Opportunity to drive transformation in a critical public service sector• Professional growth and development opportunities

To apply, please submit your CV and a cover letter to [email protected] with the subject line:“Application – Head of Customer Care- Danab Electric” by 5st March 2026Danab Electric is an equal opportunity employer and encourages applications from all qualified candidates.