Main Responsibilities Map the customers journey to ensure a seamless experience for forward delivery/pickup touchpointsEnsure we deliver on the forward promise to customers by ensuring that logistics respect the delivery timeline communicated to the customersMonitoring and ensuring that customers are clear on the forward flow journeyDefine conditions and rules that optimize workflow and maximize quality of experienceContinuously track and deep dive on delivery contact reasons, repeat contacts, IPGO, CSAT/NPS; % cancellations of failed delivery; delivery lead-times, non-compliance attempt; 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 activatedAuditing 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 managementEnsure that end to end process for delivery and pickup can be adapted to optimize customer journey experience across 10 unique markets in Africa Requirements Demonstrated ability to problem-solve and deep-dive on complex challenges, leveraging on data as a key parameter for decision-makingExtensive experience in process-mapping and work-flow management in an operations-centric settingStellar project management and execution skills to navigate project milestones end to endStrong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape customer experienceEnsure 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 environmentA unique opportunity of having strong impact in building the African e-commerce sectorThe opportunity to become part of a highly professional and dynamic teamAn unparalleled personal and professional growth as our longer term objective is to train the next generation of leaders
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