Head Of Customer Experience in Lagos, Nigeria

at Jumia

Retail / Wholesales
Customer Service
Minimum Qualification
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

As Head of Customer Experience you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result, better customer loyalty and retention. As the customer experience change agent your objective will be threefold:

  •       Create a persistent focus on the customer in all key actions the company takes
  •       Drive the organization to work together for optimum customer experience delivery
  •       Support leaders in their role in the customer experience transformation journey


Establish metrics for defining the relationship with the customer

  • Define and monitor key performance indicators across the customer journey
  • Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
  • Create a unified platform for understanding and taking action with all key stakeholders within each department

Influence inter-departmental agreement on how to deliver greatest value to our customers

  • Define what customers value to determine the differentiating experience to deliver
  • Decide where to make investment decisions, that is, give the highest customer impact
  • Design what the customer experience should be

In partnership with leaders, drive accountability through cross-department data and metrics

  • Drive tracking and reporting mechanisms to get reliability in key interactions
  • Lead the accountability forums – when to meet and with whom to drive accountability
  • Work with all department leaders to drive customer focus culture change

Clarify a common approach and process for driving the work across the organization

  • Facilitate working together across the silos instead of separately within them
  • Instill discipline of process change and change management in the organization
  • Implement and drive new projects/pilots          


Competencies Required

  • Data analytics: to determine where we need to change our customer strategy
  • Implementation and operations: to drive change and innovation in our processes and manage projects/key battles
  • Relationship building: to manage relationships with all teams across the organization
  • Management: to lead the Customer Experience team effectively

Qualification and Experience

  • Graduate from an accredited university
  • 4 years’ experience in Analytics, E-commerce, Operations, Consulting or FMCG.
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