Delivery Experience Manager – Jumia (Full Time) – Algeria

  • Company:
    Jumia
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    7 hours ago
  • Category:

Delivery Experience Manager – Jumia (Full Time) – Algeria ​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. With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation.Delivery Experience Manager SummaryThe Delivery Experience Manager will engage in a fully end to end perspective into the business of Jumia E-commerce and Jumia Services, and will oversee running and improving Jumia’s full logistics set-up for delivery associates, and as well as enhancing the customer and vendor experience Key ResponsibilitiesDA DevelopmentDo qualitative and quantitative research on the training needs of DA teamDevelop and improve content material for driver trainingDesign and conduct trainingsConduct role plays and focused group discussions with DAs To prepare and evaluate the progress of DAs at an individual levelEnsuring that all assigned vehicles are properly maintained, which includes routine maintenance and vehicle cleanliness. Manage vehicle maintenance expenses to limit cost.Delivery ExperienceControl 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 – COOContribute in process and planning with a focus on DA needs and customer experienceMonitor 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 agencies and encourage improvements.DA EngagementCoach, 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 lifeRoll 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 scaleTracking and administration of any incentive programs to create excitementJob RequirementsA bachelor’s degree from an accredited university; Degree in Engineering, Operations, Supply Chain ​3 – 4 years minimum experience, preferably in a manufacturing, production or distribution environment with a strong focus on logistics or alternatives supply chainClear understanding of Transportation Logistics network management, Retail or Customer Service processes and prioritiesExperience in strategy and complex network managementExcellent communication and presentation skillsFlexible to work with people from different backgroundsTeam player and flexible to rapidly changing work schedulesExcellent team management and coaching skillsConflict managementHigh analytical skills IT savvy, proficient in Microsoft Office & Google Office SuiteBasic/Working knowledge of Six Sigma tools and Lean techniques preferred. Excel skills requiredWe Offer​A unique experience in an entrepreneurial, yet structured environmentThe opportunity to become part of a highly professional and dynamic team working around the worldAn unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures












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