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Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option fo...
Objective
As Head of Customer Experience you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result, better customer loyalty and retention. As the customer experience change agent your objective will be threefold:
Responsibilities
Establish metrics for defining the relationship with the customer
Influence inter-departmental agreement on how to deliver greatest value to our customers
In partnership with leaders, drive accountability through cross-department data and metrics
Clarify a common approach and process for driving the work across the organization
Competencies Required
Qualification and Experience
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