Head of Customer Experience ( CXP )

Job Location:
Kampala, Uganda
Contract Type:
Full Time
Job Description, Requirements & How to Apply

Job Description

Manage the customer experience team to deliver;

  • Management of customer SLA and backlog (delivery, returns & refund)
  • Management and turnaround of unsatisfied customers
  • Proactive management of new customer experience after delivery event
  • Resolution of escalated issues with other departments
  • Customer NPS improvement

Manage and improve all aspects of customer experience;

  • Develop and Implement proactive plans to enhance the customer’s experience across all touch points
  • Monitor and improve all customer communication for consistency and accuracy
  • Determine priority improvements on the customer journey by maintaining contact with customers; going on delivery runs; benchmarking  best practices analyzing information and applications
  • Monitor competitor’s offerings for best practices

Drive cross-departmental projects around customer experience;

  • Drive Product quality improvement via proactive and reactive management of assortment and operations (quality check, delisting, packaging
    material improvement)
  • Drive a customer-centric culture and accountability in various other teams
  • Develop customers insights alongside with Marketing and commercial team through focus groups and surveys
  • Drive customer first project: design and implement a company-wide program placing the customer at the centre of focus

Groom and manage the next generation of customer experience agents;

  • Create and implement training internally for CX team to enhance Jumia NPS and process compliance.

Position Requirements

  • Excellent multi – Tasking skills
  • Clear communication and reporting capabilities
  • Team management and leadership skills
  • 5+ years’ experience

To Apply, click here.