Head of Delivery Experience at Jumia

Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia’s ecosystem. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people’s lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive.

Job Title: Head of Delivery Experience 

Job Type: Full Time

Job Location: Lagos Nigeria

Job Details:

The Head of Delivery Experience will engage in a fully end to end perspective into the business of Jumia E-commerce and Jumia Services, and will be in charge of running and improving Jumia’s full logistics set-up for delivery associates, and as well as enhancing the customer and vendor experience.

Key Responsibilities:

Delivery Associates Development

• Do qualitative and quantitative research on the training needs of DA team
  
• Develop and improve content material for driver training
  
• Design and conduct trainings
  
• Conduct role plays and focused group discussions with DAs
  
• To prepare and evaluate the progress of DAs at an individual level
  
• Ensuring that all assigned vehicles are properly maintained, which includes routine maintenance and vehicle cleanliness.
  
• Manage vehicle maintenance expenses to limit cost.

Delivery Experience

• Control and monitor driver-customer communication in line with customer Journey to ensure good customer experience.
  
• Implement the Delivery portion of “customer journey” in tandem with Jumia E-commerce – COO
  
• Contribute in process and planning with a focus on DA needs and customer experience
  
• Monitor competitor’s delivery offerings and ensure Jumia delivery options are competitive and compelling.
  
• Regular and consistent feedback activities / mechanisms to ascertain the service levels of DA agenciesand encourage improvements.

Delivery Associate Engagement

• Coach, lead and develop drivers to support the delivery team and improve productivity on gate to gate basis.
  
• Build robust and scalable hiring methodology for DAs.
  
• Enhance road safety and risk mitigation aspects of the DAs’ daily work life
  
• Roll out various community initiatives for DAs — Micro financing, Celebrations – Birthdays; Family engagements; Contests, Brand building , etc.
  
• Managing and sustaining engagement on the DA community and foster it to sustain at scale
  
• Tracking and administration of any incentive programs to create excitement

Required Qualifications:

• A Bachelors Degree from an accredited university; Degree in Engineering, Operations, Supply Chain
  
• Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet etc.
  
• Proficient in Google Office Suite– Google Drive, Google Sheets, Google Docs, Gmail, etc.

Required Experience:

• 7 years minimum experience, preferably in a manufacturing, production or distribution environment with a strong focus on logistics or alternatives supply chain
  
• Clear understanding of Transportation Logistics network management, Retail or Customer Service processes and priorities
  
• Basic/Working knowledge of Six Sigma tools and Lean techniques preferred. Excel skills required
  
• Experience in strategy and complex network management

Skills and Competencies:

• Excellent communication and presentation skills
  
• Flexible to work with people from different backgrounds
  
• Team player and flexible to rapidly changing work schedules
  
• Excellent team management and coaching skills
  
• High analytical skills
  
• IT savvy
  
• Conflict management

What we offer:

• A unique experience in an entrepreneurial, yet structured environment
  
• A unique opportunity of having a strong impact in building the African ecommerce sector.
  
• The opportunity to become part of a highly professional and dynamic team