The Head, Client Relationship Management is responsible for leading, shaping, and executing the client engagement, account management, revenue growth and retention strategy across Axxela’s grid power and electricity distribution portfolio. The role serves as the primary commercial conduit between Axxela Integrated Power and its customers including grid-connected off-takers, industrial/commercial clients, Distribution Companies (DisCos), distribution franchises and strategic utility partners, as well as suppliers like power trading partners. The role supports overseeing the development and management of customer relationships while ensuring the effective negotiation, administration, and compliance of commercial agreements relating to power supply and other integrated energy solutions.
The incumbent oversees the management of high-value power supply relationships, ensuring optimal service delivery, revenue assurance, dispute resolution, and contract compliance. By driving customer satisfaction, identifying expansion opportunities, and aligning client needs with technical and regulatory realities, this role plays a pivotal part in securing long-term customer loyalty, maximizing portfolio profitability, and strengthening Axxela’s competitive standing within the Nigerian power supply and distribution markets.
- Lead the development and implementation of the client relationship management and key account strategy for Axxela Integrated Power, ensuring alignment with corporate commercial objectives.
- Drive long-term client retention, account expansion, and lifetime value optimization across all power supply and distribution portfolios
- Support the implementation of customer relationship, business development, and market penetration strategies to drive growth across the Axxela Integrated Power business.
- Lead the implementation of customer management programs via technology deployment and other intervention initiatives, working with the Business Technology team.
- Identify and evaluate prospective customers and new business opportunities, supporting the development of commercial proposals and business cases for power and integrated energy solutions.
- Build and sustain high-level strategic relationships with executive stakeholders across key client organizations, Distribution Companies (DisCos), the Transmission Company of Nigeria (TCN), and regulatory bodies (e.g., NERC, LASERC).
- Oversee the identification of cross-selling and up-selling opportunities, expanding Axxela’s footprint within existing client accounts through integrated energy and utility solutions.
- Conduct market research and competitor analysis to identify emerging customer needs, industry trends, and business opportunities.
- Assist in identifying commercial, operational, and contractual risks associated with customer engagements and recommend appropriate mitigation measures.
- Support the negotiation, review, execution, and administration of Power Purchase Agreements (PPAs), Energy Service Agreements (ESAs), and other commercial contracts with customers.
- Represent Axxela at high-level industry forums, client summits, and stakeholder engagements to advocate for customer-centric policies and reinforce the company’s market reputation.
Operational
- Lead multidisciplinary teams in originating, evaluating, and maturing commercial opportunities from opportunity identification through feasibility, commercial structuring, negotiation, Final Investment Decision (FID), and execution.
- Support the development of customer engagement plans, account strategies, and revenue growth initiatives for existing and prospective customers.
- Support customer acquisition initiatives and the preparation of commercial proposals, quotations, presentations, and responses to customer enquiries while participating in customer meetings, site visits, and technical discussions to develop appropriate integrated power solutions.
- Liaise with Legal, Finance, Business Operations, Project Maturation and Delivery, and other internal stakeholders to resolve contractual, commercial, operational, and billing issues affecting customers.
- Facilitate operational implementation of power trading processes and systems, ensuring compliance with regulatory standards and market rules.
- Monitor customer satisfaction, coordinate timely resolution of customer issues, support contract renewals and account.
- Coordinate contract documentation, approvals, renewals, amendments, and maintain an accurate contract management database.
- Ensure all commercial agreements comply with Company policies, regulatory requirements, and approved commercial frameworks.
- Represent the company in key industry forums and build strategic relationships with power producers, developers, investors, and off-takers.
Requirements
- Bachelor’s degree in Business Administration, Engineering, Marketing, Law, or any other Social Science of Humanities discipline, with a minimum of Second Class Honours.
- Minimum of 15 years relevant experience in customer relationship management, sales, marketing, or commercial roles, preferably in the grid electricity distribution sector, with a demonstrated track record of excellent management of client relationships and customer retention, delivering high quality customer service, supporting business growth, managing teams and delivering value to organizations.
- Demonstrated experience in B2B or B2C client relationship management.
- MBA or advanced degree in a related field is an added advantage.
- Proficiency with modern CRM systems, ERP systems, data gathering and analysis, and business intelligence approaches.
- Good understanding of Nigeria's electricity market, in particular electricity distribution, will be an added advantage. Hands-on experience in this area will be of significant advantage.
- Professional certifications in Client Relationship Management, General Management or Project Management will be an added advantage.
