Shopping Experience Manager at Jumia Nigeria

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