Senior Specialist Commercial And Customer Affairs

The Republic of Mozambique Pipeline Company (ROMPCO) intends to recruit one (1) Senior Specialist – Commercial and Customer Affairs, based in Maputo.

Job purpose

To support the GM: Commercial and Customer Affairs in developing strategic Commercial and Customer Affairs initiatives and setting the function cost targets;
To support the preparation of the annual gas plan;
To manage gas flow, capacity, balancing & losses for Mozambican customers;
To assist in identifying and acquiring Mozambican customers through the assessment of customer viability;
To maintain communication with Mozambican customers and ensure Mozambican customer satisfaction;
To support Mozambican customer contract management, including assistance in the resolution of issues & disputes;
To act as the primary representative, point of contact and signatory regarding ROMPCO’s Mozambican presence.

Assist in implementing and monitoring strategic customer/commercial objectives;
Ensure smooth execution of Mozambican customer contracts;
Proactively ensure Mozambican customer satisfaction through regular communication;
Aid in finalising satisfactory contracts with Mozambican customers;
Support in driving establishment of ROMPCO’s presence in MZ.

Short-term objectives

Assist in preparing the annual gas plan;
Produce gas capacity and loss management reports for Mozambican customers timeously;
Generate longlist of potential Mozambican customers;
Address most immediate Mozambican customer contract disputes and other customer-related issues – Act as the primary; representative, point of contact and signatory for all MZ-related issues.

Key Responsibilities:

Commercial and Customer Affairs Strategy Definition

Aid in developing, implementing and monitoring strategic customer/commercial initiatives;
Support the setting of long and short-term cost targets for Commercial and Customer Affairs function and the development of budgets;
Assist in reviewing, developing or updating Commercial and Customer Affairs function policies and processes.

Capacity Management

Assist in preparing the annual gas plan;
Confirm and consolidate Mozambican customer nominations and requisite gas supply availability;
Monitor and manage pipeline operations Service Provider(s) activities;
Track actual gas flow against planned gas flows and contractual obligations with Mozambican customers;
Report on gas flow to Mozambican customers;
Monitor measurements of gas at entry and off-take points (for Mozambican customers);
Conduct/oversee investigations into Mozambican customer claims of off-spec gas and any large discrepancies;
Calculate cumulative gas imbalance for individual Mozambican customers and adjust daily deliveries of gas to achieve zero imbalance from previous period.

Customer Acquisition (where required)

Generate/update longlist of potential Mozambican customers;
Aid in developing internal proposals for acquisition of Mozambican customer;
Analyse viability and estimate ROI of potential Mozambican customer – Develop a business case for the infrastructure development project necessary to service new Mozambican customer.

Customer Relationship Management

Maintain regular communication with Mozambican customers;
Develop/update customer satisfaction survey and analyse Mozambican customer satisfaction survey results;
Support in implementing Mozambican customer service improvement initiatives.

Customer Contract Management

Dispute/Issue Resolution

Identify issue/dispute with Mozambican customer and aid in investigation process;
Provide support in resolving Mozambican customer issue/dispute;
Assist in developing and implementing further corrective, preventative or continuous improvement measures to ensure issue/dispute does not recur.

Country Management

Support in driving the establishment of ROMPCO’s presence in MZ;
Act as the primary representative, point of contact, and signatory for all MZ-related issues.

Minimum qualifications

Minimum experience

5+ years relevant experience;
Working experience in the gas, energy or utility industry with some understanding of the gas industry in Mozambique;
Portuguese speaking, with customer service experience in Mozambique – Proven commercial skills, with an understanding of gas transmission processes;
Capacity management experience (preferably in a regulatory environment);
Proven record of maintaining customer relationships and assisting in managing key accounts.

Competencies

Competencies/Skills:

Leadership and behavioral competencies