Chief Operating Officer - Jumia
3d ago
source : BetaJob

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 Experience being defined by all elements impacting the satisfaction of a customer navigating or buying on Jumia online experience, delivery experience, product experience, customer service experience, aftersales (returns / warranties) experience.
  • Vendor Experience being defined by all elements impacting the satisfaction of a vendor selling on Jumia : online experience, operational experience, payment / finance experience.
  • Customer & Vendor Experience improvements are the core of Jumia’s strategic objectives, the Jumia Mall Country COO will benefit strong support from the Country CEO.
  • The Jumia Mall Country COO challenges are described as below :
  • Management : Managing the functions of the following teams such as : Customer experienceVendor experienceCustomer ServiceIT local resources
  • Leading recruitment when necessary.
  • Leadership : Interacting with other central & local teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain the forecasted projects & get support, as many of the Ops projects are transversal.
  • Projects / routines definition & executionUnderstanding the central improvement projects and ensuring their sharp and timely local executionEnsuring strict execution of the centrally defined routinesDeveloping Customer & Vendor Experience awareness across the country’s different services, through training & communication centralising all actions.
  • Gather detailed feedback from customers & vendorFeed central team with feedback synthesis and the related necessary improvementsLead and implement necessary improvements at a local level.

    Qualification & Experience

  • Bachelor’s Degree or MBA in any field from a recognised and accredited University.
  • 8-10 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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