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Commercial & Customer Services Manager at Electricity Supply Corporation of Malawi (ESCOM) Limited

Electricity Supply Corporation of Malawi (ESCOM) Limited

The Electricity Supply Corporation of Malawi (ESCOM) Limited is incorporated under the Companies Act of the Laws of Malawi. Its core business is to procure, transmit and distribute electric power in Malawi as well as manage System Market and Single Buyer Operations in Malawi. ESCOM is inviting applications from suitably qualified candidates to fill the following vacant positions currently existing within the Corporation:

Commercial & Customer Services Manager

Grade: ES4

Location: Reporting to: Director of Distribution and Customer Services

Purpose of the Job

To oversee the support of corporate goals by designing and promoting new products and services that will support business goals such as sales, connections and customer service and to achieve growth through efficient marketing strategies.

Key Duties and Responsibilities

  1. Developing and launching new products and services and carrying out sensitization campaigns for both internal and external customer consultants so that all are familiar with the product.
  2. Monitoring and evaluating the performance of existing and new products
  3. Negotiating contracts with third (3rd) Party service providers; seeking approvals by management, and facilitating the signing of agreements/contracts.
  4. Negotiating with large investors on issues such as; new connections, charges and conditions of supply and lead times.
  5. Handling large customer grievances/complaints on issues to do with policy, to ensure that swift actions are taken.
  6. Handling key customer service issues that involves key customers and bodies i.e.
    Chamber of Commerce, Tea association
  7. Reviewing and recommending prices for new connections and tariff; that includes preparing proposals and recommendations for changes to pricing policies for Executive Management approval.
  8. Identifying potential areas /technologies available, in line with policies that can be implemented to achieve demand-side management efficiencies, e.g. changing of bulbs to clear blackouts.
  9. Developing promotion plans, conduct promotions and engage in marketing for the demand side management and energy efficiency campaigns
  10. Ensuring that Customers service and new products and services meet established standards
  11. Developing annual budget; monitoring its performance according to actions plans and targets for the department.
  12. Participating in the strategy formulation of the whole corporation and providing inputs to assist come up with a road map for the corporation.
  13. Designing and formulating Divisional Business strategies and short-and long-term sales forecast in liaison with the rest of the departments

Attributes and competencies

  • Impeccable skills in Microsoft office packages (Excel, Word, PowerPoint etc.)
  • Effective verbal and written communication abilities
  • The ability to manage time effectively in a high-pressure setting
  • Excellent interpersonal skills
  • Good Analytical Skills
  • Critical-thinking and assertiveness abilities
  • Detail-oriented personality
  • The ability to operate effectively both independently and as part of a team

Minimum Qualifications and Experience

  • The ideal candidate must have a minimum qualification of a Master’s Degree in Electrical Engineering/Business Administration/Marketing; and a Master’s in Business Administration/Commerce/Marketing
  • Applicants must have seven (7) years’ practical experience in the field/industry, out of which at least 3 years should be at a manager level in Marketing/Customer Service-related work.
  • Relevant Professional Body Membership


APPLICATION METHOD: Hard Copies in an envelope clearly indicating the position applied for on top.

ATTACHMENTS : Application Letter, Curriculum Vitae with 3 traceable referees and Certified Copies of Certificates.

CLOSING DATE : Friday, 10th May 2024.

ADDRESSED TO : Senior Human Resources Manager, ESCOM House, P.O. Box 2047, Blantyre.

Only candidates possessing accredited Qualifications will be considered for shortlisting. In cases where one’s qualification accreditation is questionable, the burden of proof rests with the candidate to provide evidence to the contrary.

Only Shortlisted candidates will be acknowledged and invited for interviews through email.

ESCOM Ltd is an equal opportunity employer.