Job Title: Senior Key Accounts Officer
Department: Commercial & Operations Services
Reports To: Manager Revenue Services
Duty Station: Kampala
Job Type: Full-Time
JOB PURPOSE
To manage and grow relationships with high-value electricity consumers, ensuring reliable service delivery, revenue protection, and customer satisfaction. The Senior Key Accounts Officer acts as the primary liaison between Uganda Electricity Distribution Company Limited (UEDCL) and its key accounts; including government bodies, large industries, commercial establishments, and institutional clients, ensuring their electricity needs are met efficiently and in line with regulatory and company standards.
IMPACT: The Senior Key Accounts Officer plays a pivotal role in managing the revenue cycle for the company’s key accounts. By onboarding key accounts promptly, billing them accurately, providing them with professional advice, addressing their needs in time and managing their debt portfolio, this position directly impacts the company’s growth and financial health.
KEY RESPONSIBILITIES
Account Management
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Manage a portfolio of high-value and strategic electricity consumers (large power users, government institutions, embassies, industrial clients, etc.)
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Conduct regular account reviews and site visits to assess customer satisfaction and service quality.
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Serve as the first point of contact for all queries, complaints, and escalations from key accounts.
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Ensure prompt resolution of billing disputes, supply interruptions, and technical complaints in coordination with relevant departments.
Revenue Protection & Billing
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Monitor consumption patterns and billing accuracy for assigned accounts.
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Follow up on outstanding electricity bills and ensure timely collection from key accounts.
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Identify and report revenue leakages, illegal connections, or meter tampering within key account premises.
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Support the processing and management of key account contracts and tariff applications.
Reporting & Administration
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Maintain accurate and up-to-date records of all key accounts in the company’s CRM or billing system.
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Prepare periodic account performance reports, debt status reports, and customer satisfaction summaries for management
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Document all client interactions, site visit reports, and follow-up actions
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Track and report on key account KPIs including consumption trends, payment performance, and complaint resolution rates
Stakeholder Engagement
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Build and maintain strong professional relationships with key account representatives, procurement officers, and facility managers.
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Represent UEDCL at client meetings, sector forums, and stakeholder engagements
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Coordinate with government liaisons for accounts under Ministries, Departments, and Agencies (MDAs)
Service Delivery & Coordination
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Liaise with technical, engineering, and operations teams to ensure uninterrupted power supply to key accounts.
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Coordinate planned outage communications and ensure key accounts are notified in advance.
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Monitor and enforce Service Level Agreements (SLAs) with key customers.
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Follow up on new connection applications, load upgrades, and meter replacements for key accounts.
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Ensure compliance with the Electricity Regulatory Authority (ERA) guidelines and UEDCL service standards
Team & Leadership
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Contribute to the development of key account strategies, policies, and standard operating procedures
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Support the training of field staff on customer engagement best practices.
EXPECTED OUTPUT
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The collection of all revenue that is billed against Key Accounts.
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Debt reduction and ageing improvement within key accounts.
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Accurate metering and meter reading to ensure that all electricity sales are billed as consumed by each respective key account.
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Timely onboarding / account adjustment (whenever requested)
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Excellent relationships between Key accounts and the company.
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Timely resolution of billing disputes and technical complaints
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Compliance with key customer Service Level Agreements.
QUALIFICATIONS & EXPERIENCE
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Bachelor’s degree in Business Administration, Commerce, Marketing, or a related field.
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A Postgraduate qualification in Business, Management, or a related discipline is an added advantage
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Minimum 5 years of relevant experience in account management, customer relations, or commercial operations preferably in the energy or utilities sectors.
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Experience working with government accounts or large institutional clients is highly desirable
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Familiarity with electricity billing systems, metering, and utility tariff structures is an advantage
SKILLS & COMPETENCIES
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Strong relationship management and stakeholder engagement skills
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Sound understanding of electricity distribution operations and commercial processes
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Knowledge of revenue protection and debt management practices.
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Excellent negotiation, communication, and presentation skills
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Good numerical skills and ability to interpret billing and consumption data
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Proficiency in CRM systems and Microsoft Office Suite (Word, Excel, PowerPoint)
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Ability to manage multiple accounts and competing priorities under pressure.
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Problem-solving ability with a customer-first mindset