Head of Customer Experience Employment Opportunity – Jumia

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Job Title:         Head of Customer Experience
Organisation: Jumia 
Duty Station: Kampala,
Uganda

About US:
Jumia is Africa’s leading internet group, with already over 3,000
employees in more than 20 African countries and huge successes such as Jumia,
Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs
and Jumia Services. It is led by top talented leaders offering a great mix of
local and international talents and is backed by MTN, Millicom, Rocket
Internet, Axa, Orange, Goldman Sachs & CdC.

Key Duties and Responsibilities:
  • Manage the customer experience team to
    deliver;
  • Management of customer SLA and backlog
    (delivery, returns, refund)
  • Management and turnaround of unsatisfied
    customers
  • Pro – active management of new customer
    experience after delivery event
  • Resolution of escalated issues with other
    departments
  • Customer NPS improvement
  • Manage and improve all aspects of customer
    experience
  • Develop and implement proactive plans to
    enhance the customers experience across all touch points
  • Monitor and improve all customer
    communication for consistency and accuracy
  • Determine priority improvements on the
    customer journey by maintaining contact with customers; going on delivery
    runs; benchmarking best practices; analyzing information and applications.
  • Monitor competitor’s offerings for best
    practice on service calibration
  • Drive Cross departmental projects around
    customer experience
  • Drive product quality improvement via
    proactive and re-active management of assortment and operations (quality
    check, delisting, packaging material improvement)
  • Drive a customer centric culture and
    accountability in various other teams
  • Develop customer’s insights alongside with
    marketing and commercial team through focus groups and surveys
  • Drive customer first project: design and
    implement a company-wide program placing the customer at the center of all
    focus.
  • Groom and manage the next generation of
    customer experience agents
  • Create and implement trainings internally
    for CX team to enhance Jumia NPS and process compliance





Qualifications, Skills and
Experience: 
  • At least five years of experience
  • Excellent multi – tasking skills
  • Excellent communication and reporting
    capabilities
  • Team management and leadership skills

How to Apply:
All suitably qualified and interested candidates who wish to join Jumia
are encouraged to apply by clicking on the link below.


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