Who we are-
Jumia Group is a leading global incubator of start-ups. We
started operating in Africa in 2012 and since then have launched multiple
successful companies, such as Jumia, Jumia Market, Jumia Travel, Jumia Food,
Jumia Deals, Jumia House, Jumia Jobs, Jumia Car, Jumia Services
Africa is one of the fastest growing economies in the world,
offering excellent opportunities in a vibrant and booming environment. Its
economic growth has enabled innovative businesses to flourish and this is where
Jumia steps in.
We are currently looking for talented people to join our team
and embark on an exciting journey in the core of business development.
Job Type: Full Time
Objective
As Head of Customer Experience you will have a unique
opportunity to help drive our efforts to improve customer satisfaction across
the entire customer journey. This is a critical role as it directly correlates
to continually improving the customer experience and as a result, better
customer loyalty and retention. As the customer experience change agent your
objective will be threefold:
- Create a persistent focus on the customer in all key actions the company takes
- Drive the organization to work together for optimum customer experience delivery
- Support leaders in their role in the customer experience transformation journey
Responsibilities
Establish metrics for defining the relationship with the
customer
o Define and monitor key performance indicators
across the customer journey
o Proactively collect and analyze the Voice of
the Customer (real-time, surveys, social media, interactive sessions etc.)
o Create a unified platform for understanding
and taking action with all key stakeholders within each department
Influence inter-departmental agreement on how to deliver
greatest value to our customers
o Define what customers value to determine the
differentiating experience to deliver
o Decide where to make investment decisions,
that is, give the highest customer impact
o Design what the customer experience should be
In partnership with leaders, drive accountability through
cross-department data and metrics
o Drive tracking and reporting mechanisms to get
reliability in key interactions
o Lead the accountability forums – when to meet
and with whom to drive accountability
o Work with all department leaders to drive
customer focus culture change
Clarify a common approach and process for driving the work
across the organization
o Facilitate working together across the silos
instead of separately within them
o Instill discipline of process change and
change management in the organization
o Implement and drive new
projects/pilots
Competencies Required
o Data analytics: to determine where we need to
change our customer strategy.
o Implementation and operations: to drive change
and innovation in our processes and manage projects/key battles.
o Relationship building: to manage relationships
with all teams across the organization.
o Management: to lead the Customer Experience
team effectively
Qualification and Experience
o Graduate from an accredited university
o 4 years’ experience in Analytics, E-commerce,
Operations, Consulting or FMCG
Source: Africa Internet Group
