Delivery Experience Manager at Jumia Nigeria

Main Responsibilities

• Map the customers journey to ensure a seamless experience for forward delivery/pickup touchpoints
• ​Ensure we deliver on the forward promise to customers by ensuring that logistics respect the delivery timeline communicated to the customers
• Monitoring and ensuring that customers are clear on the forward flow journey
• Define conditions and rules that optimize workflow and maximize quality of experience
• Continuously track and deep dive on ​delivery ​contact reasons, repeat contacts, IPGO, CSAT/NPS; % cancellations​ of failed delivery; delivery lead-times, non-compliance attempt; any metric that reflects defects in the ​forward flow of the ​customer journey.
• Proactively identify pain points through a regular deep-dive culture to ensure appropriate improvement initiatives are activated
• Auditing ​the info provided by Jumia (web/app/outbound comm.) on ​forward delivery flow, payment methods, delivery options, and lead-times​. ​
• Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management
• Ensure that end to end process for delivery and pickup can be adapted to optimize customer journey experience across 10 unique markets in Africa

Requirements

• Demonstrated ability to problem-solve and deep-dive on complex challenges, leveraging on data as a key parameter for decision-making
• Extensive experience in process-mapping and work-flow management in an operations-centric setting
• Stellar project management and execution skills to navigate project milestones end to end
• Strong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape customer experience
• Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience