Carbon Excellence Country Coordinator

The Carbon Excellence Country Coordinator is responsible for ensuring the integrity, performance, and verification readiness of BURN’s biomass carbon projects in Zambia.

The role leads the execution of a data-driven Carbon Excellence framework that safeguards carbon issuance through strong monitoring systems, high-quality operational data, and proactive risk management. The role also drives distribution quality excellence by ensuring customer targeting, onboarding quality, geographic coverage, and sales execution are aligned with carbon methodology requirements and sustained stove usage outcomes.

Key Responsibility Areas

Carbon Performance & Project Integrity

• Own carbon performance across biomass carbon projects in Zambia
• Track and manage key carbon integrity metrics, including, customer reachability for monitoring and verification activities, stove-to-customer match accuracy, verified stove usage and sustained adoption
• Identify early warning signals and provide structured performance and risk reporting to leadership.

Customer Targeting, Distribution Quality & Market Integrity

• Ensure distribution adheres to customer eligibility criteria aligned with carbon methodology requirements.
• Monitor distribution quality metrics, including customer profile compliance, geographic targeting accuracy, sales and onboarding quality
• Identify and correct deviations such as out-of-scope customer acquisition, or weak targeting practices.
• Ensure distribution quality supports sustained stove usage and long-term carbon performance, not just sales volumes.
• Monitor adherence to SOPs and drive continuous process improvement

Market Insights, Customer Experience & Cross-Functional Alignment

• Ensure targeting approaches, carbon strategies, and customer engagement initiatives are adapted to local market realities and customer needs.
• Partner with Customer Experience, Commercial, and Product teams to improve customer satisfaction, product-market fit, adoption, sustained usage, and long-term customer engagement.
• Act as the voice of the customer by identifying barriers to adoption, usage, retention, reachability, and overall customer satisfaction, and translating customer feedback and field insights into actionable improvements.
• Monitor customer onboarding quality to ensure customers understand product usage, maintenance, financing obligations, and available support channels, and address experience gaps that may affect sustained usage or verification outcomes.
• Lead customer and carbon messaging initiatives and support training for field teams to strengthen customer education, onboarding quality, and long-term stove adoption

Digital Monitoring Systems & Data Integrity

• Support implementation of digital monitoring tools and field data collection systems.
• Ensure accuracy, completeness, and integrity of data across all sales, customer acquisition, and monitoring processes.
• Validate datasets for completeness, consistency, and traceability.

Risk Management & Corrective Actions

• Lead structured root cause analysis across operations, monitoring, data, and distribution.
• Develop and implement corrective action plans with clear ownership and timelines.
• Track effectiveness of interventions and ensure systemic resolution of recurring issues.

Continuous Improvement

• Promote a culture of data integrity, quality, accountability, and customer-centric execution.
• Drive process optimization initiatives to improve operational efficiency and verification readiness.
• Champion a customer-first culture across all field and operational teams.