Shopping Experience Manager at Jumia Nigeria

Job Description

• The Shopping Experience Manager helps build top platforms and tools providing the best experience to customers; from signing-in on Jumia to ordering and returning items or reaching out to customer service.
• She/he translates/adapts the communication with/for the customer to the local language and cultural context; audits/updates the communication through all channels: emails, SMS, PN, Inbox, WhatsApp, ChatBot.
• The ideal candidate for this position comes with strong product and/or customer management experience, is customer obsessed, data driven and is able to operate with minimal supervision.
• They should have strong problem-solving skills, be able to influence partner teams and juggle multiple tasks with competing deadlines.

Main Responsibilities

• Product Management: Ensure the customer journey translates the desired customer experience through UX, descriptions, communications, etc. covering selection of the product, order placement and payment, and cancellation.
• Analysis: Identify customer pain points and bottlenecks to adapt wisely content and platforms and improve customer experience and interactions. Track contact reasons, interactions, claims, and all metrics that impact customer experience.
• Customer Journey: Translate/adapt the communication with/for the customer to the local language and cultural context; audit/update the communication through all channels: emails, SMS, PN, Inbox, WhatsApp, ChatBot.
• Market and Operations: Develop close monitoring and understanding of customer behavior with marketing, commercial and operations teams and specific tools : surveys, focus groups, etc.

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