What’s this job all about?
The Jumia Kenya COO (Ecommerce) will be responsible for leading the improvement of the Jumia Ecommerce Customer Experience, Vendor Experience & Operational Profitability in her or his country. Ensuring sharp execution of the centrally defined improvements/routines, participating to their refinement through the collection of detailed customer/vendor feedbacks, and leading country related specific projects to reach those objectives.
Customer Experience being defined by all elements impacting the satisfaction of a customer navigating or buying on Jumia: online experience, delivery experience, product experience, customer service experience, aftersales (returns / warranties) experience.
Vendor Experience being defined by all elements impacting the satisfaction of a vendor selling on Jumia: online experience, operational experience, payment/finance experience.
It is a leadership role that sits on the Kenya Ecommerce Executive Committee, with a large team
The main challenges are described as below:
Main Responsibilities
Management & recruitment
Managing the country’s teams / efforts in terms of:
Customer experience
Vendor experience
Customer Service
Production
IT local resources
Leading recruitment when necessary.
Leadership & influencing
Interacting with other local & central teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain projects & solicit support, as many of the Ops projects are transversal.
Projects/routines definition & execution
Understanding the central improvement projects and ensuring their sharp and timely local execution
Ensuring harsh execution of the centrally defined routines
Developing Customer & Vendor Experience awareness across the country’s different services, through training & communication, to make Customer & Vendor Experience central in all decisions
Collecting detailed feedbacks from customers & vendors
Based on customer & vendors feedbacks:
Feeding central team with their synthesis and the related necessary improvements
Leading local necessary improvements
Required Skills & Qualifications
Strong experience (>6 years) in senior operations management, deep culture & knowledge of Customer & Vendor Experience best practices in ecommerce, ideally specifically in developing countries.
> 8 years total experience
Strong inter-personal skills: convince the people and your team that you are making the right decisions
Ability to manage efficiently multiple teams
Hands on & results oriented – excited by solving problems yourself
Well organized
Strong analytically (good with numbers & analysis – we have a lot of them!)
Excellent communication skills in English
We Offer
A unique experience in an entrepreneurial, yet structured environment
A unique opportunity to help build & shape a growing African ecommerce giant
The opportunity to become part of a highly professional and dynamic team
Unparalleled personal and professional growth (our longer-term objective is to train the next generation of leaders for our future internet ventures)
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