About Easy Solar

Easy Solar is a leading solar company in West Africa, distributing and financing high-quality solar products and appliances for those with limited or no access to the conventional grid. Customers can finance their purchase over time by paying in weekly or monthly instalments, with the option to pay via cash or mobile money. To date, Easy Solar has reached more than 350,000 beneficiaries, distributed through its extensive network of agents and outlets throughout Liberia and Sierra Leon.

About the Role

The Product Officer is responsible for coordinating all product pilots, and monitoring customer experience through surveys and evaluations.

It is critical for Easy Solar to always prioritise the needs of our customers when deciding which products to introduce, as well as when reviewing the impact of products that are rolled out. As Product Officer, you will be responsible for designing and implementing surveys (and, if required, focus groups) that ensure the customers’ voice is central in both the definition of the annual product road map and the evaluation of individual products that are introduced.

Your other primary responsibility is to develop and implement a roll out plan for each product on the road map (supported by the Product Manager), collaborating closely with customer facing teams (sales, marketing and customer care) as well as operations (for logistics and procurement).

General Duties and Responsibilities

Customer Insight

• Run generic quarterly surveys (and focus groups, if necessary) of customers to ascertain their broad product and service needs; and present recommendations for the product road map • Collaborate with R&D Engineer to decide which products to pursue based on customer feedback and supplier options available
• Design and implement product specific surveys (pre and post roll out)
• Perform frequent customer, agent and shop visits to observe products in action and understand the customer (and sales team) experience
• Have frequents check-ins with sales, call centre, marketing and after-sales to get customer feedback on products

Roll out

• Develop roll-out plan for each new product introduced (together with Product Manager) • Liaise with procurement and logistics teams on the sourcing and distribution of inventory
• Collaborate with marketing to create collateral, campaign messaging (ensuring claims arealigned to actual product performance and specifications), internal training materials, and customer usage guides

• Conduct internal training of customer facing teams on usage, run times, warranty, pricing etc. • Coordinate with sales on product trainings for agents and shop teams
• Connect after-sales teams to suppliers to ensure manufacturer warranty policies and procedures are integrated into internal maintenance processes

Required Skills, Education, and Experience

• Bachelor’s Degree in business or project management
• Technical background is a plus
• 1-2 years of experience working in project coordination (experience with M&E projects is a plus)
• Experience working in customer care or sales
• Ability to work in a team and self-manage their own responsibilities
• Understands and speaks Colloquial and/or any other local languages
• Proficient in Microsoft Office applications
• Motivated to learn and grow in their position
• Communicates openly and honestly to people
• Can multitask

What We Offer

• An attractive, performance-based, remuneration with benefits
• The opportunity to take part in one of Liberia’s most exciting entrepreneurial projects that has a strong commitment to outstanding customer service, user-friendly, high-quality life changing devices and environmental sustainability
• Frequent coaching and training
• The opportunity to work closely with a young, international, tech-driven team of renewable energy enthusiasts