Jobs

Chief Operating Officer – Jumia at Jumia Nigeria

Chief Operating Officer – Jumia

  • Job Type Full Time
  • Qualification BA/BSc/HND
  • Experience 8 – 10 years
  • Location Lagos
  • Job Field Administration / Secretarial&nbsp

Department: Operations – Operational Excellence

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 experience
    • Vendor experience
    • Customer Service
    • IT 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 & execution
    • Understanding the central improvement projects and ensuring their sharp and timely local execution
    • Ensuring strict execution of the centrally defined routines
    • Developing Customer & Vendor Experience awareness across the country’s different services, through training  &   communication centralising all actions.
    • Gather detailed feedback from customers & vendor
    • Feed central team with feedback synthesis and the related necessary improvements
    • Lead 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.

Method of Application

Interested and qualified? Go to Jumia Nigeria on africainternetgroup.peoplehr.net to apply