Store Manager, Experience Center
Jumia Nigeria
Lagos
8d ago
source : myJobmag
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    Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services.

    It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

    Job Description

    This role will work directly with teams across Jumia to build successful messaging experiences across Jumia businesses by testing and developing automated messaging programs, seeking out new content sources, and executing a best-

    in-class customer experience.You will be responsible for push notifications and emerging messaging channels, collaborating with a team of marketing specialists and product managers on the holistic outbound messaging experience Jumia creates.

    In particular you will :

    Ownership of highly visible customer programs and campaigns including responsibility for messaging, scheduling, testing, measuring and analyzing new opportunities based on customer and business dataCompile, analyze, and present performance metrics on automated messaging programs, identifying opportunities.

    Help build customer knowledge of products and online services through fun campaigns, and our online community, email newsletter and automated nurture programCollect and select content material from each vertical to prepare monthly newsletters.

    Develop and implement communications initiatives that build solution preference throughout the buying processEasily convey, in your writing, the top benefits and value propositions for our servicesLead the customer complaint process by working with the appropriate functions in order to analyze the returned product / failure, formulate the response to the customer and work directly with that customer to resolve the issue.

    Manage the counterfeit battle (working with Production) and wrong item fulfillment (working with Vendor Experience)Develop and implement programs to establish, maintain, and deliver high product quality to vendors and customer

    Professional Skills & Qualifications

    Degree in Marketing, Communications, Business, Technology, or related field.3+ years of experience in demand generation and outbound marketing campaign execution, experience in retail or consumer marketing experience a plus.

    2+ years of experience planning & delivering CRM campaigns using online channels (email, in app push, re-targeting)Strong experience with Salesforce, WordPress, and MailChimp (or other marketing automation solutions)Exceptional writing / editing skills and the ability to adopt the style, tone, and voice of our businessProven experience writing content for multiple content and channel types, including social media, web, email, podcast scripts, video questions, infographics and long-

    form print materialsCapable of enhancing materials using a variety of multimedia formats, including, but not limited to : presentations, simulation, video, sound, animation, etc.

    Responsibilities

    As store manager and people leader, you will be responsible for cultivating a highly engaged workforce to deliver exceptional guest experiences and memorable moments for every shopper!

    In particular you will :

    Attract and engage customers while exhibiting deep product knowledge and displaying product features, pricing and program offers.

    Is an expert in interacting with customers. Can step into shoes of associates when needed to provide a smooth experience for the customer or to teach / coach / develop associates on selling tenants.

    Proactively identifies process improvements, determines root causes / road-blocks, and designs solutions, along with manager, to significantly improve operational excellence.

    Determine and drive best practices to deliver performance metrics.Develops relationships with internal corporate teams such as Product Management to convey store-

    level feedback and regularly advocates for the customer.Present the store s performance results to Store Operations Leadership team at Weekly Business Reviews and Quarterly Business Reviews.

    Handle all administrative aspects of the sale including : opening and closing POS system, accepting customer payments, balance register and make cash deposits daily or schedule bank pick-

    up service, pulling products from inventory, and filing the completed orders.Audit store’s procedures for inventory management with a goal of 100% accuracy of inventory counts.

    Contribute to continuous improvement of the customer experience and store operations by participating in the development of best practices and continuous product knowledge.

    Maintain merchandising standards while troubleshooting on-site, ensuring all products displayed are working properly and replacing any malfunctioning products as necessary.

    Professional Skills & Qualifications

    At least 5+ years of experience as a store manager in a major Brand image retailer or Specialty retail environmentKnowledge of retail operations such as sales, customer service, merchandising, inventory control, store budget preparation, and loss preventionKnowledge of effective merchandise presentation standards.

    Willingness to work a flexible schedule to meet the demands of a thriving retail business, which may entail working on weekends and holidaysProficiency with POS systems and Microsoft Office.

    We Offer

    A unique experience in an entrepreneurial, yet structured environmentA unique opportunity of having strong impact in building the African ecommerce sectorThe opportunity to become part of a highly professional and dynamic teamAn unparalleled personal and professional growth as our longer-

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  • 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 recommiendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the customer experienceSupport 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’s to be used by management for customer KPI’sIdentify 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 & Qualifications

    Bachelor’s degree in Technology, Engineering or Analytic or related field.5+ years in service, operation, project management or process improvementExperience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs / requirementsAbility to coordinate activities within cross-

    divisional and cross-functional teamsTrack record of on-time, on scope, high quality implementationsComfortable in a fast-

    paced, demanding and analytical start-up environmentProfessional experience in MS office tools (, Word and PowerPoint).SQL skills desired.

    Advanced skills with Excel desired.

    Method of Application

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