Customer Experience Project Manager at Jumia Nigeria

Employment Nigeria 28-Sep-2018 LAGOS , Customer Service

Jumia is Africa's leading internet group, with already over 3,000 employees in more than 20 African countries and huge successes such as Jumia, Jumia Travel, Jumia Food, Jumia Deals, and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.

We are recruiting to fill the position below:

Job Title: Customer Experience Project Manager

Location: Lagos
Job Type: Full Time

Job Description

This role is responsible for the management of projects in Customer Experience [CXP] aimed at initiating, driving, and supporting new business initiatives, improving and maintaining efficiency and effectiveness of processes, as well as leading changes to support CXP strategy, tactics and service leading to ongoing customer experience improvements.

In particular you will:

Distil customer insights into business recommendations by identifying meaningful customer indicators and trends and by performing root cause analysis to improve the customer experience
Support projects aiming at improving and maintaining operational KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality of service, Productivity KPIs, etc.
Work with cross-functional teams to build the business cases and plans for improving specific customer issues.
Monitor other key customer-based projects progress and ensuring timely delivery of results.
Design user-friendly tools, reports, dashboards and KPI’s to be used by management for customer KPI’s
Identify and prioritize key touchpoints in the journey and design listening posts to capture stakeholder feedback at these listening posts.
Regularly gather data from NPS surveys and report trends to manager along with insights and observation.

Required Skills & Qualifications

Bachelor's Degree in Technology, Engineering or Analytic or related field
5+ years in service, operation, project management or process improvement
Experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements
Ability to coordinate activities within cross-divisional and cross-functional teams
Track record of on-time, on scope, high quality implementations
Proven experience of IT delivery management for significant change initiatives
Advanced skills with Excel desired.

Sorry the application deadline for this job has elapsed

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Customer Experience Project Manager at Jumia Nigeria

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