Jumia Nigeria Job for Head of Customer Experience

Jumia is Nigeria’s number one online shopping destination where you can shop the widest selection of electronics, fashion, home appliances, kid’s items and more in Nigeria and have them shipped directly to your home or office at your convenience! We offer free nationwide delivery, free returns
and have several convenient payment options to choose from, either with your debit/credit cards or cash on delivery. With affordable prices and great products, Jumia lets you enjoy an awesome shopping experience with your order sent directly to your doorstep. No muss, no fuss, super convenience guaranteed. We employ the best people, processes and technology to provide all our customers with authentic products and first-class services

Jumia is recruiting to fill the position below:

Job Title: Head of Customer Experience
Location: Nigeria
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

• 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

• 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

• 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

• 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

• Data analytics: to determine where we need to change our customer strategy
• Management: to lead the Customer Experience team effectively
• 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

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