• Application Deadline: Fri, 4 Aug 2023 00:00:00 GMT
• Position: Delivery Experience Manager


• Job Type Full Time


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


• Experience 6 - 12 years


• Location Lagos


• City Yaba


• Job Field Customer Care 
  

Main Responsibilities

• Map the customers journey to ensure a seamless experience for forward delivery/pickup touchpoints


• Ensure we deliver on the forward promise to customers by ensuring that logistics respect the delivery timeline communicated to the customers


• Monitoring and ensuring that customers are clear on the forward flow journey


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


• Continuously track and deep dive on delivery contact reasons, repeat contacts, IPGO, CSAT/NPS; % cancellations of failed delivery; delivery lead times, non-compliance attempts; any metric that reflects defects in the forward flow of the customer journey.


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


• Auditing the info provided by Jumia (web/app/outbound comm.) on forward delivery flow, payment methods, delivery options, and lead times.


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


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

Requirements

• Candidates should possess a Bachelor's Degree / Master's Degree qualification with 6 - 12 years work experience.


• Demonstrated ability to problem-solve and deep-dive on complex challenges, leveraging 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 the customer experience


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