Chief Operating Officer
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.
Category Computing
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.
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:
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.
o 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
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)
Category Computing
The job we are offering: Head of
Category (Appliances and Home, Fashion and Baby Kids and Toys, Computing) As a
Head of Category at Jumia, you will be responsible for designing and
implementing the strategy of the category. You will be accountable for the most
important of Jumia KPIs: growth and profitability. This position is currently
one of the positions where Jumia Group is investing the most to grow the pool
of talent. We expect the best performers to be the next wave of CCOs, MDs and
Category Directors across the group.
You will focus on one or several
categories, managing c-levels end-to-end relationship for our top brands and
vendors. From the very essence of commercial, to operations or even
co-organization of Jumia key commercial events, your scope will provide you
with all levers to drive your categories toward the right direction. This
position justifies a high exposure to Managing Directors, CCO up to Jumia CEOs
Responsibilities
·
Building strong links with C-Levels
and account managers of our top brands and vendors. You should justify a flawless
understanding of the entire ecosystem as well as a tremendous network. You will
be the only one along with country managing director & CCO to represent
Jumia in front of those key accounts
·
Driving the growth by ensuring we
have the right products at the right prices
·
Making sure your accounts are
matching key operational KPIs (out of stock and time for having the products
ready to ship)
·
Ensuring we anticipate sourcing
through brand product road-maps as well as we replenish fast enough missing
strategic assortment
·
On-boarding 100% of your account’s
products available
·
Organizing key commercial events such
as Black Friday, Jumia Anniversary, etc
·
Building business plans for your
category(ies) to ensure we grow them in a structured way. Those BPs will be presented
to Jumia local CEO & CCO as well as Jumia Group CCO
Qualifications
·
Experience over 6+ years either in
Computing, tier 1 retail groups, top banking & consulting companies
·
Top Engineering, Business Schools
& Universities (top 5 of your field for your country)
·
Proficiency in MS Office and google
tools (excel & PPT, Salesforce.com would be a plus)
·
Familiar with relationship management
tools
·
Strong commercial skills
·
Good analytical skills
·
Great capacity to handle high stake
negotiations
·
Structured and organized
·
Resistant to stress
·
Strong inter-personal skills:
Convince the people and your team that you are making the right decisions
·
Great ability to work in a fast paced
and competitive environment
·
Flawless English communication
We offer
·
A unique education in scaling new
internet concepts
·
Become part of a highly professional
and dynamic team working around the world
·
An unparalleled personal and
professional growth as our longer-term objective is to train the next
generation of leaders for our future internet ventures