• Application Deadline:
• Position: NI - Refunds and Returns Experience Manager


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 5 years


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Map the customers journey to ensure a seamless experience for return and refunds touchpoints


• Proactively identify pain points through a regular deep-dive culture to ensure appropriate improvement initiatives are activated


• Define conditions and rules that optimize workflow and maximize quality of experience


• Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management


• Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience across 10 unique markets in Africa

Qualifications & Experience

• B.Sc / HND in Social Sciences, Arts and/or other related field.


• MA/MSc will be an added advantage.


• 5+ years in a similar refunds & returns role

Skills:

• Demonstrated ability to problem-solve and deep-dive on complex challenges, leveraging on data as a key parameter for decision-making


• Extensive experience in process-mapping and work-flow management in an operations-centric setting


• Stellar project management and execution skills to navigate project milestones end to end


• Strong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape customer experience


• Ensure that end to end process for returns and refunds can be adapted to optimize customer journey experience

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