Key responsibilities

• Service performance & usage growth
• Own end-to-end water system performance across assigned systems, with accountability for both system uptime and water usage.
• Manage and support O&M technicians, ensuring effective maintenance, customer engagement, rapid issue resolution, and consistent performance of water systems.
• Translate customer registrations into regular, sustained water usage through targeted community engagement, follow-up and local interventions.
• Design, run and evaluate field trials and promotional initiatives (e.g. messaging, pricing or engagement approaches) to improve usage and service uptake.
• Use system uptime, usage data and field insights to prioritise actions, identify risks early, and implement or recommend corrective measures.
• Community engagement & customer insights
• Act as the primary engagement lead with communities, customers, local leaders and relevant stakeholders.
• Gather and report structured feedback on customer experience, community sentiment, competitor activity and emerging risks.
• Drive customer communication initiatives, including mass SMS campaigns and on-the-ground sensitisation.
• Ensure community issues are identified early, escalated appropriately and resolved quickly.
• Monitoring, reporting & learning
• Track and report on usage, engagement activity and intervention outcomes.
• Maintain accurate field records and contribute to regional and organisational learning.
• Share insights with programme, operations and leadership teams to improve service design and delivery.

Skills and experience

Required

• Experience delivering community-based or field-led programmes or services.
• Experience engaging directly with communities, customers, or public stakeholders.
• Experience coordinating or supervising field-based teams.
• Strong communication skills and confidence engaging in diverse community settings.
• Ability to work with basic data and performance metrics to guide decisions.
• Highly organised, proactive and comfortable working independently in the field.