About Jumia:

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

 

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

 

With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. 

 

The Shopping Experience Manager helps build top platforms and tools providing the best experience to customers; from signing-in on Jumia to ordering and returning items or reaching out to customer service.She/he translates/adapts the communication with/for the customer to the local language and cultural context; audits/updates the communication through all channels: emails, SMS, PN, Inbox, WhatsApp, ChatBot.The ideal candidate for this position comes with strong product and/or customer management experience, is customer obsessed, data driven and is able to operate with minimal supervision. They should have strong problem-solving skills, be able to influence partner teams and juggle multiple tasks with competing deadlines.

Main Responsibilities

  • Product Management: Ensure the customer journey translates the desired customer experience through UX, descriptions, communications, etc. covering selection of the product, order placement and payment, and cancellation.
  • Analysis: Identify customer pain points and bottlenecks to adapt wisely content and platforms and improve customer experience and interactions. Track contact reasons, interactions, claims, and all metrics that impact customer experience.
  • Customer journey : translate/adapt the communication with/for the customer to the local language and cultural context; audit/update the communication through all channels: emails, SMS, PN, Inbox, WhatsApp, ChatBot.
  • Market and operations : develop close monitoring and understanding of customer behavior with marketing, commercial and operations teams and specific tools : surveys, focus groups, etc.

We Offer 

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African ecommerce sector
  • The opportunity to become part of a highly professional and dynamic team
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders 

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