Description
Department: Operations
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.
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Department: Marketing - Sales - J-Force
Job Objective
You will be responsible for driving analysis of performance metrics to identify opportunities and build evidence to support strategic decisions.
Support the team’s P&L with the aim of bringing exceptional growth in sales volume, margin and conversion rate.
Responsibilities
Support the execution of the Offline Sales plan, ensure Jumia always has for each JForce consultant and their customer, the right products at the best price, at the right place.
Supporting Head of offline sales on strategic decision making and steering the performance daily.
Being within our teams, an early adopter, a leading ambassador and a relentless missionary of Jumia's strategic JForce orientation.
Understand markets trends, JF consultants, vendors and customers. Continuously bringing valuable insights and convictions to support your recommendations.
Build analysis, flying high and diving deep, to ensure smart reporting on the performance across all categories, working alongside Commercial Planning team to deliver best in class performance steering.
Owning the planning and execution of JForce’s partnerships with brands, offering them a revolutionary way to get their products to the customers.
Ensuring tight control on budget used for indirect commissions and subsidy.
Work very closely with the commercial department to plan the campaigns in accordance with their own capacity and schedule.
Maintain repository of AB test on JForce campaign performance reviews
Work seamlessly with all other departments (Marketing, JS, Operations, Finance...), enabling decision making, problem solving and ensuring laser focus execution.
Support massive and complex JForce operations and project management initiatives, coordinating effectively cross functions initiatives.
Constantly working toward improving and simplifying our tools and process.
Qualification and Experience
Bachelor’s degree from accredited universities.
5-8 years experience in analysing large data sets and making recommendations.
Proficiency in MS Office, Excel (VBA would be a plus)
Proficiency in SQL and Google suite
Excellent verbal and written communication skills and presentation skills
Excellent analytical, numerical and problem-solving skills required
Ability to work to deadlines and targets, can prioritize tasks under pressure
We Offer
Joining the JForce, the team pushing the boundaries of Jumia ever further (recognized by MIT as one the most innovative ventures).
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.
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