Refunds & Returns Experience Manager at Jumia Nigeria

Responsibilities

• Map the customers journey to ensure a seamless experience for return and refunds touchpoints
• Proactively identify pain points through a regular deep-dive culture to ensure appropriate improvement initiatives are activated
• Define conditions and rules that optimize workflow and maximize quality of experience
• Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management
• Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience across 10 unique markets in Africa

Qualification & Experience

• BSc/HND in Social Sciences, Arts, and/or other related field. MA/MSc will be an added advantage.
• 5+ years in a similar refunds & returns role

Skills

• 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

We Offer 

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African ecommerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders