Chief Operating Officer – Jumia at Jumia Nigeria

  • 7 months ago

Job Description

Job Objective

  • The Jumia Mall Country COO will be responsible for leading the Customer Experience, Vendor Experience & customer service teams for improved efficiency in the country.
  • Ensuring timely execution of the centrally defined improvements/routines, participating to their refinement through the collection of detailed customer / vendor feedbacks, and leading in-country related specific projects to reach those objectives

Responsibilities

  • Customer & Vendor Experience improvements are the core of Jumia’s strategic objectives.
  • Customer Experience: all elements impacting the satisfaction of a customer navigating or buying on Jumia online experience, delivery experience, product experience, customer service experience, and aftersales (returns / warranties) experience.
  • Vendor Experience: all elements impacting the satisfaction of a vendor selling on Jumia: online experience, operational experience and payment/finance experience.

The responsibilities are:

  • Day to day team management:  Customer experience, Vendor experience, Customer Service and IT infrastructure
  • Leadership: Interacting with other central & local teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain the forecasted activities and get the required support as many of the Ops projects are transversal.
  • Understanding the central improvement projects and ensuring their effective and efficient local execution.
  • Gather detailed feedback from customers & vendors
  • Update the central team with feedback synthesis and related necessary improvements
  • Lead and implement necessary improvements at a local level.
  • Developing Customer & Vendor Experience awareness across the country’s different services, through proper training and communication channels for centralised actions.
  • Leading recruitment activities when necessary.

Competencies Required:

  • Owner mentality and an entrepreneurial drive.
  • Proficiency in Microsoft Office (Word, Excel and Power point) tools.
  • Working knowledge of Google Office Productivity Tools.
  • Good verbal and written communication skills and presentation skills.
  • Good problem-solving skills required.
  • Proven ability to manage multiple tasks simultaneously.
  • Ability to work to deadlines and targets, can prioritize tasks under pressure.

Qualification & Experience

  • Bachelor’s Degree in any field from a recognised and accredited University.
  • 8 years work experience and at least 5-6 years’ work experience at a senior operations management level.
  • Deep knowledge of customer/vendor experience best practices in e-commerce or retail industry.
  • Excellent interpersonal and influencing skills.
  • Problem solving and quick decision-making ability.
  • Proven experience in target setting and ability to efficiently manage multifunctional team.
  • Ability to get hands-on with the team & results oriented.
  • Well organized and excellent communication skills.

We Offer

  • A unique experience in an entrepreneurial, yet structured environment.
  • The opportunity to become part of a highly professional and dynamic team working around the world.
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures.

Method of Application

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