Project Manager Customer Experience at Jumia Nigeria
Jumia Nigeria
Lagos, Lagos, ng
4d ago
source : Ecadoo

Details This role is responsible for the management of projects in Customer Experience CXP aimed at initiating driving and supporting new business initiatives improving and maintaining efficiency and effectiveness of processes as well as leading changes to support CXP strategy tactics and service leading to ongoing customer experience improvements In particular you will Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the customer experience Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction CSAT Net Promoter Score NPS Quality of service Productivity KPIs etc Work with cross functional teams to build the business cases and plans for improving specific customer issues Monitor other key customer based projects progress and ensuring timely delivery of results Design user friendly tools reports dashboards and KPI rsquo s to be used by management for customer KPI rsquo s Identify and prioritize key touchpoints in the journey and design listening posts to capture stakeholder feedback at these listening posts Regularly gather data from NPS surveys and report trends to manager along with insights and observations Required Skills amp Qualifications Bachelor rsquo s degree in Technology Engineering or Analytic or related field 5 years in service operation project management or process improvement Experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs requirements Ability to coordinate activities within cross divisional and cross functional teams Track record of on time on scope high quality implementations Comfortable in a fast paced demanding and analytical start up environment Professional experience in MS office tools e g Excel Word and PowerPoint SQL skills desired Advanced skills with Excel desired

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