Current Vacancy at Jumia Nigeria for Head of Customer Experience: The ideal candidate should have a Minimum 5 years of experience in Order Management processing and analysis.
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 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
We are 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
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
CLICK HERE for more information.
Mistake to Avoid While Applying for Jumia Nigeria Recruitment
A lot of people fail in many applications not because they are not qualified, but because of the numerous mistake. So take note of the following:
- Apply on time, do not wait for the deadline.
- Do the application processes alone, don’t send anybody to avoid mistakes in your data
- Keep yourself updated concerning the application
- Make sure you supply all the necessary requirements
- Take time to crosscheck your details before submission.
- Candidates are to apply for one job position, Candidates who attempt to apply multiple times will have their application disqualified
- The online application is free.
Shortlisted Applicant Update
If you’ve been shortlisted, then you’ve got your foot in the door. And it’s time for you to shine at the final stage – the interview.
However, it could be a telephonic, Skype, or face-to-face interview. And this is depending on the employer. When shortlisted:
- Endeavor to get information about the company.
- Also, ensure you have a clear vision. Try to figure out why you want the specific position. And how you would be a good fit. Also, go through your application.
- Additionally, be interactive. It’s an interview, not an interrogation. There is much more to you than your resume.
- The practice goes a long way. Thus, take mock interviews with your friends or practice speaking before a mirror.
- It’s rare, but sometimes you do get an offer letter directly based on your application. You start planning the celebration, but remember some points before you go into that party mode: Get it in writing.
- Also, go over the written offer in detail. And make sure all important details are mentioned and ask questions if you don’t understand anything. Such as work profile, start date, duration, and stipend, etc.
- Send a thank-you letter to the employer, once you accept the offer.
- Also, follow up with an e-mail confirming your start date and expressing your enthusiasm for your new role.
From the above, it is important you note that we are not partnering with these companies. We are only making this information available so as help you get that your dream job. As such, as you apply, ensure to do more research about the company. GOOD LUCK.
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