Jumia Group is a leading global incubator of start-ups. We started operating in Africa in 2012 and since then have launched multiple successful companies, such as Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs, Jumia Car, Jumia Services. Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment.

Job Title: Head of Customer Experience – Jumia

Job Type:Full Time

Objective

As Head of Customer Experience you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result, better customer loyalty and retention

As the customer experience change agent your objective will be threefold:

Create a persistent focus on the customer in all key actions the company takes
Drive the organization to work together for optimum customer experience delivery
Support leaders in their role in the customer experience transformation journey

Responsibilities
Establish metrics for defining the relationship with the customer

Define and monitor key performance indicators across the customer journey
Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
Create a unified platform for understanding and taking action with all key stakeholders within each department

Influence inter-departmental agreement on how to deliver greatest value to our customers

Define what customers value to determine the differentiating experience to deliver
Decide where to make investment decisions, that is, give the highest customer impact
Design what the customer experience should be
TO GET THIS JOB VISIT.. http://pinggin.com/head-customer-jumia-group/

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