Head of Customer Care

Job Title: Head of Customer Care
Location: Afgooye/Mogadishu
Company: Danab Electric Co.
Reports to: CEO & COO
Employment Type: Full-time
About Us
Danab Electric is a leading electricity distribution company committed to delivering safe, reliable, and
affordable power to our customers. As we continue to strengthen our customer-first approach, we are seeking
an experienced and strategic Head of Customer Care to lead and transform our customer service operations.
The Role
The Head of Customer Care will be responsible for the overall strategy, performance, and continuous
improvement of customer service across all touchpoints. This role is critical in ensuring excellent customer
experience 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 and
regulatory requirements
• Lead and manage all customer service functions, including call centers, walk-in centers, complaints
handling, and digital channels
• Ensure effective handling of customer inquiries related to billing, connections, outages, metering, and
service quality
• Drive improvements in customer satisfaction, service delivery, and first-contact resolution
• Oversee complaint escalation processes and engagement with regulators, consumer bodies, and other
stakeholders
• 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 seamless
customer experience
• Champion digital transformation and automation in customer service delivery 

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 quality
frameworks
• Proven experience managing large teams and complex customer operations
• Familiarity with regulatory environments and stakeholder engagement
• Strong analytical, communication, and leadership skills
Key Competencies
• Customer-centric mindset
• Strategic thinking and execution
• Excellent people leadership and change management skills
• Data-driven decision-making
• High integrity, resilience, and accountability
What 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 2026
Danab Electric is an equal opportunity employer and encourages applications from all qualified candidates.