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Company Description EVPulsar is developing the charging infrastructure needed to support the electrification of transport, starting in East Africa. The company focuses on building accessible, reliable charging facilities that enable EV users to travel smoothly and confidently. EVPulsar aims to remove barriers to electric mobility by ensuring convenient access to charging in key urban and transit hubs. Team members contribute directly to sustainable transport solutions and the growth of EV ecosystems across the region. Role Description The Head of Customer Experience is a full-time, on-site role based in Kigali City, Rwanda. This position is responsible for designing and leading the overall customer experience strategy across EVPulsar’s charging network. Day-to-day tasks include mapping customer journeys, defining service standards, and coordinating with operations, product, and support teams to ensure a consistent, positive experience for EV users. The role involves monitoring customer feedback, overseeing resolution of service issues, and implementing initiatives to increase satisfaction and loyalty. The Head of Customer Experience will also establish performance metrics, lead a customer-facing team, and drive continuous improvement in processes, communication, and service delivery. Qualifications Strong capabilities in Customer Experience Management and Customer Experience strategy, with a track record of designing and improving end-to-end journeys. Demonstrated focus on Customer Satisfaction, including setting and monitoring satisfaction targets and implementing initiatives to enhance loyalty. Proficiency in Customer Service leadership, including managing frontline teams, establishing service standards, and handling escalations. Solid Analytical Skills to interpret customer data, feedback, and usage patterns, and translate insights into practical actions. Experience in building and scaling customer-centric processes in fast-growing or startup environments, ideally within mobility, energy, or technology sectors. Excellent communication, relationship-building, and stakeholder management skills, with the ability to collaborate across cross-functional teams. Proven people management experience, including coaching, performance management, and creating an inclusive, high-performing team culture. Bachelor’s degree in Business, Management, Marketing, Engineering, or a related field; advanced degree is an advantage. Comfort working on-site in Kigali City and engaging directly with customers, partners, and local communities. Commitment to sustainability, innovation, and accessible mobility solutions in emerging markets.
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🎓 Formation / Diplômes Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P. Box 1338, Kigali, Rwanda is specialised in transport and logistics AGL (Africa Global Logistics) is a leading multimodal logistics operator in Africa,
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