Jumia is your number one Online Shopping solution in Nigeria. There is an online electronic store where you can purchase all your electronics, as well as books, home appliances, fashion items, shoes, mobile phones and more online and have them delivered directly to you. Jumia has payment options that suit everyone, and we have a payment-on-delivery option for extra convenience. Shopping online in Nigeria is easy and convenient with us. The Jumia mall provides you with a wide range of products you can trust. Discover JIM's Big Thing for that special person in your life. You can also shop online for Valentine gifts and have them delivered directly to your loved one.
Job Title: Chief Operating Officer - Jumia
Department: Operations
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 & Vendor Experience improvements are the core of Jumia’s strategic objectives.
Customer Experience: all elements impacting the satisfaction of a customer navigating or buying on Jumia online experience, delivery experience, product experience, customer service experience, and aftersales (returns / warranties) experience.
Vendor Experience: all elements impacting the satisfaction of a vendor selling on Jumia: online experience, operational experience and payment/finance experience.
The responsibilities are:
Day to day team management: Customer experience, Vendor experience, Customer Service and IT infrastructure
Leadership: Interacting with other central & local teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain the forecasted activities and get the required support as many of the Ops projects are transversal.
Understanding the central improvement projects and ensuring their effective and efficient local execution.
Gather detailed feedback from customers & vendors
Update the central team with feedback synthesis and related necessary improvements
Lead and implement necessary improvements at a local level.
Developing Customer & Vendor Experience awareness across the country’s different services, through proper training and communication channels for centralised actions.
Leading recruitment activities when necessary.
Competencies Required:
Owner mentality and an entrepreneurial drive.
Proficiency in Microsoft Office (Word, Excel and Power point) tools.
Working knowledge of Google Office Productivity Tools.
Good verbal and written communication skills and presentation skills.
Good problem-solving skills required.
Proven ability to manage multiple tasks simultaneously.
Ability to work to deadlines and targets, can prioritize tasks under pressure.
