Chief Operating Officer - Jumia at Jumia Nigeria

Department: Operations - Operational Excellence

Job Objective

• The Jumia Mall Country COO will be responsible for leading the Customer Experience, Vendor Experience & customer service teams for improved efficiency in the country.
• Ensuring timely execution of the centrally defined improvements/routines, participating to their refinement through the collection of detailed customer/vendor feedbacks, and leading in-country related specific projects to reach those objectives

Responsibilities

• Customer Experience being defined by all elements impacting the satisfaction of a customer navigating or buying on Jumia online experience, delivery experience, product experience, customer service experience, aftersales (returns / warranties) experience.
• Vendor Experience being defined by all elements impacting the satisfaction of a vendor selling on Jumia: online experience, operational experience, payment/finance experience.
• Customer & Vendor Experience improvements are the core of Jumia’s strategic objectives, the Jumia Mall Country COO will benefit strong support from the Country CEO.
• The Jumia Mall Country COO challenges are described as below: • Management: Managing the functions of the following teams such as:
  • Customer experience
  • Vendor experience
  • Customer Service
  • IT local resources
• Leading recruitment when necessary.
• Leadership: Interacting with other central & local teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain the forecasted projects & get support, as many of the Ops projects are transversal.
• Projects/routines definition & execution
  • Understanding the central improvement projects and ensuring their sharp and timely local execution
  • Ensuring strict execution of the centrally defined routines
  • Developing Customer & Vendor Experience awareness across the country’s different services, through training  &   communication centralising all actions.
  • Gather detailed feedback from customers & vendor
  • Feed central team with feedback synthesis and the related necessary improvements
  • Lead and implement necessary improvements at a local level.

Qualification & Experience

• Bachelor’s Degree or MBA in any field from a recognised and accredited University.
• 8-10 years work experience and at least 5-6 years’ work experience at a senior operations management level.
• Deep knowledge of customer/vendor Experience best practices in e-commerce or retail industry
• Excellent interpersonal and influencing skills
• Problem solving and quick decision-making ability.
• Proven experience in target setting and ability to efficiently manage multifunctional team
• Ability to get Hands on with the team & results oriented • Well organized and excellent communication skills

We Offer

• A unique experience in an entrepreneurial, yet structured environment.
• The opportunity to become part of a highly professional and dynamic team working around the world.
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.