Head of Vendor
JUMIA
The Head of Vendor Experience (VXP) will be the functional leader of a team of professionals across seven countries: Ghana, Algeria, Senegal, Tunisia, and Uganda. Reporting to the Chief Operating Officer, s/he will formulate the strategic vision and drive the business execution of all aspects of vendor experience on Jumia’s ecommerce platform, including vendor operations, vendor support, and vendor issue resolution. Key Responsibilities Manage, monitor, and analyze all aspects of the end-to-end vendor operational experience: Vendor operations: ensure efficiency and SLA compliance of the forward delivery flow (warehouse inbounding, vendor drop-offs, and vendor pick-ups), the reverse delivery flow (failed deliveries, customer returns, aging inventory), and general stock availability Vendor support: inbound and outbound communications over phone, email, and social media Vendor issue resolution: payment reconciliations, loss management, counterfeit investigations, and complaint management for penalties and limitations due to poor operational performance Vendor satisfaction: maintenance of quality standards at vendor hubs and analysis of vendor satisfaction surveys Own the VXP roadmap, implement projects and releases (e.g. SalesForce integrations, automated operational triggers), set project priorities and KPIs...
Nigeria : Lagos
2020-10-17
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