Vacancy for a Head of Vendor Promise - Jumia

Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC. We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey in the position below:     Job Title: Head of Vendor Promise - Jumia Location: Lagos Job Type: Full Time Department: Customer Experience Responsibilities

• As Head of Vendor Promise, your role is a unique opportunity to help drive our efforts to improve vendor satisfaction across the entire vendor journey. This is a critical role as it directly correlates to continually improving vendor experience and as a result better vendor loyalty and retention.

• Ensure execution of 21-day RTV attempt promise of course
• Ensure execution of 21-day delayed item reconciliation
• Proactive hub audits. Proactive VIBES exemption routines
• Proactive analysis of Vendors with low success rate
• Participation in Focus groups
• Analytics: Analysis of vendor centric key performance indicators and vendor NPS to ensure high quality vendor experiences Product improvement.
• Proactively search for new vendor related features on the platform which could improve a seamless vendor experience
• Scalability and growth. Take on new opportunities like launching a new project
• Support. Manage day to day queue management issues arising from various departments across the firm
• Develop and optimize processes: scale new and improve existing processes based on vendor data and feedback to allow the business to efficiently operate and grow
• Auditing and monitoring of processes, queues, hubs and order placement
• Work Closely with the Head of Vendor Experience to lead projects within the unit and company wide projects with functional managers.

• Bachelor's degree from accrediated universities.
• Prior experience setting up processes for monitoring and assessing experience on various customer interfaces, including digital channels
• Tested entrepreneurial skills with the ability to conceptualize and re-engineer processes within large organizations
• Minimum of 5 years’ experience working in a fast-paced corporate environment preferably in a similar role
• High level of intellectual curiosity and focus on generating action-oriented business insights.
• Demonstrated success in developing innovative solutions and resolving bottle-necks within eco-systems

• 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.