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, Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs, Jumia Car, Jumia Services

Position: Head of Customer Experience – Jumia (Full Time)

Job Type Full Time
Qualification BA/BSc/HND
Experience 4 years
Location Lagos
Job Field Customer Care
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

Method of Application

Interested and qualified? Go to http://jobscholar.com.ng/customer-experience-career-opportunity-at-jumia-nigeria/ for more info on how to apply.