JOB TITLLE: Customer Experience and Retention Manager – Jumia
LOCATION: Lagos
Job Type: Full Time
Details
- The Customer Experience and Retention Manager is an active, integral member of Jumia Customer Experience (CXP).
- The successful candidate will interface with cross-functional teams and systems to perform various functions including external team management, quality assurance, customer expansion and retention, and overall good customer experience.
- In this role, you will be an extension of the CXP team and will be responsible for designing and implementing customer retention strategies to increase loyalty and retain business.
- The role will be responsible for collecting, collating, analyzing and presenting all data sets required for robust customer Retention. The role holder will as well design and implement campaign models, formats and processes that will showcase the effectiveness of defined campaigns.
Responsibilities
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- Ensure the implementation and measure all Retention activities in the business plan.
- Collate and Analyze All Data related to following customer behaviors.
- Generate scorecards and ranking tables for activities, highlighting data that deviates from target and hypothesizing reasons in consultation with the sales team and other implementing parties.
Qualification and Requirements
- 5 years of relevant e-commerce / telecom or comparable experience in the customer experience and retention field.
- Associates or Bachelors degree preferred
- Proficiency in MS Office Applications
- Ability to work in a fast-paced, deadline driven team environment.
- Experience with e-commerce/telecomm platforms/channels preferred
- Ability to multi-task and can be trusted to work effectively both independently and as part of a team.
We Offer
- A unique experience in an entrepreneurial, yet structured environment
- The opportunity to 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.
Job Features
Job Category | Executive / Management |