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  • Posted: Oct 3, 2016
    Deadline: Not specified
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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...
    Read more about this company

    Head of Customer Experience - Jumia (Full Time)

     

    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:

    • Create a persistent focus on the customer in all key actions the company takes
    • Drive the organization to work together for optimum customer experience delivery
    • Support leaders in their role in the customer experience transformation journey

    Responsibilities

    Establish metrics for defining the relationship with the customer

    • Define and monitor key performance indicators across the customer journey
    • Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
    • Create a unified platform for understanding and taking action with all key stakeholders within each department

    Influence inter-departmental agreement on how to deliver greatest value to our customers

    • Define what customers value to determine the differentiating experience to deliver
    • Decide where to make investment decisions, that is, give the highest customer impact
    • Design what the customer experience should be

    In partnership with leaders, drive accountability through cross-department data and metrics

    • Drive tracking and reporting mechanisms to get reliability in key interactions
    • Lead the accountability forums – when to meet and with whom to drive accountability
    • Work with all department leaders to drive customer focus culture change

    Clarify a common approach and process for driving the work across the organization

    • Facilitate working together across the silos instead of separately within them
    • Instill discipline of process change and change management in the organization
    • Implement and drive new projects/pilots

    Competencies Required

    • Data analytics: to determine where we need to change our customer strategy
    • Implementation and operations: to drive change and innovation in our processes and manage projects/key battles
    • Relationship building: to manage relationships with all teams across the organization
    • Management: to lead the Customer Experience team effectively

    Qualification and Experience

    • Graduate from an accredited university
    • 4 years’ experience in Analytics, E-commerce, Operations, Consulting or FMCG

    Method of Application

    Interested and qualified? Go to Jumia Nigeria on africainternetgroup.peoplehr.net to apply
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