At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
- Apply with your Jumia e-mail.
What you will be doing:
- Develop and execute the overall customer experience strategy, aligning with company goals and objectives to drive improvements in customer satisfaction and loyalty.
- Lead and mentor a team of customer experience professionals, providing guidance, support, and development opportunities to maximize team performance and engagement.
- Define and implement best practices, standards, and processes for customer service operations, including contact center management, service quality assurance, and customer feedback management.
- Collaborate with cross-functional teams, including sales, marketing, product development, and operations, to identify opportunities for enhancing the customer experience and driving customer-centric initiatives.
- Establish and monitor key performance indicators (KPIs) and metrics to track and evaluate the effectiveness of customer service operations, identifying areas for improvement and implementing corrective actions as needed.
- Stay informed about industry trends, emerging technologies, and best practices in customer experience management, and make recommendations for continuous improvement and innovation.
- Champion the voice of the customer within the organization, advocating for customer needs and preferences in decision-making processes and strategic planning.
- Foster a culture of customer-centricity and continuous improvement, encouraging collaboration, innovation, and accountability across the customer experience team and the broader organization.
What we are looking for:
- Bachelor's degree in business, marketing, or related field; master's degree or equivalent experience preferred.
- years of experience in customer experience management, with a proven track record of success in leading customer service operations and driving improvements in customer satisfaction and loyalty.
- Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
- Strategic thinker with a data-driven and analytical mindset, capable of translating customer insights into actionable strategies and initiatives.
- Proven ability to navigate complex organizational structures and drive change in a dynamic and fast-paced environment.
- Experience with customer experience technologies, such as CRM systems, contact center solutions, and customer feedback platforms, is a plus.
