Head, Vendor Relationship Management - Jumia at Jumia Nigeria

As Head of Vendor Relationship Management Jumia Nigeria, you will be at the core of Jumia Nigeria Marketplace strategy in Nigeria.

Jumia is indeed a pure marketplace, relentlessly growing its base of happy and engaged sellers. The services we provide them with help them grow the assortment Jumia offers to its customers. You will shape the way we manage and animate thousands of sellers and use all your levers to make them grow while ensuring their operational excellence to protect our value proposition to customers.

You will oversee a team of junior managers, as well as 14+ Customer Relationship Management Agents, themselves responsible for helping our sellers grow their online business on Jumia, increase their e-commerce expertise and adopt increasingly complex solutions to stay successful.

Key Responsibilities

• Reach your targets for the Jumia Nigeria Marketplace:

• Net Merchandize Value of the tail of seller
• Engaged vendors on our platform (more than 10 items sold per month)
• Number of products live
• Average Seller Score
• % of Products with at least 3 sellers
• % of products cheaper than competition
• Vendor Net promoter Score
• Implementing the use of new tools (e.g., Sales Force)

• Prepare and execute on key commercial events as part of Jumia’s commercial calendar by setting up

the right environment for sellers to bring their best deals to the table and generate uplift to their

business

• Engage the seller community through high quality communications channels

• Successfully manage the outbound call center with the right culture of productivity and quality

• Ensuring our team of agents are properly trained and assessed on a regular basis
• Developing training material to help make this happen
• Tracking and improving productivity metrics such as occupancy rate and success rates of calls to sellers

• Synthesizing data on your performance and insights from seller interactions to report to the Head of Vendor Success and make decisions on how to improve Jumia’s services to our sellers

• Empower Jumia Advantage Program

• Lead the vendor animation routine through vendor challenges

• Lead the improvement of vendor experience

Requirements:

• Strong analytical skills and business acumen
• High empathy and managerial skills to help the team grow
• Performance oriented
• Strong entrepreneurial skills, leadership and drive
• Strong communication skills
• Strong inter-personal skills: Ability to interact with stakeholders across verticals that you are making the right decisions
• Well organized even under tight deadlines
• Deep understanding of the retail business to understand the right actions needed to steer marketplace performance
• Ability to adapt in a multinational environment
• Capacity to challenge and improve laid down processes
• Demonstrated ability to work in a fast paced and competitive environment.

Expected background and technical skills

• A Bachelors or master’s degree in a Top University
• Minimum of 3-5 years’ experience in a fast-paced retail environment (FMCG or OEM manufacturer), e-commerce experience is a plus
• Proficiency in MS Office and Excel
• Ability to analyze large data sets to make strategic decisions