Walid Hosny El Dawayaty

Head of Vendor Operations & SupportFull Time

• Job Details:Role & Responsibilities Is to (a) maintain and enhance the vendors' walking through experience, and to (b) leverage the touch points’ moment of truth, (c) support, communicate and resolve all vendors claims, requests and issues, (d) analyzing the level of the vendors dis/satisfaction, (e) vendor promise journey, & (f) and be vendors advocate & strategically communicate & link between the vendors, the organization & the customers. • Vendor Operations o Establishing the people management activities and routines. o Creating and publishing performance scorecards and build a high-performance culture. o Ensure health of operational metrics. o Coordinate forward drop-off and Reverse RTV with vendor community of 3000+ vendors & Jumia Services. o SLA, & SOPs compliance. o Manage vendor compensation’s payments for defective and lost items. o Ensure flawless execution of 21 days return promise and payments. o Manage the VSC (inbound calls), VXP (outbound calls), & VIR (Sales force ticketing & issue resolution) teams’ productivity & performance. • Vendor Experience: o Creating standard deep dive routines for both VSC & VXP Team. o Publishing insights and daily, weekly, monthly level performance improvement. o Maintain and enhance Vendor related experience, VNPS, VSAT, VIR and back office operations. o Lead & Implement VXP projects in the country, RTV & Drop-off experience, Lost management, Vendor payments, & Vendor journey. o Ownership of communicating with Jumia Services counter parts, Commercial & other stakeholders. • Work on processes to enhance vendor experience: o Redesign key processes and systems’ business requirements to adapt to scale and throughput challenges. o Develop transnational Vendor Experience processes & Improve Vendor NPS. o Leading and implementation of vendor-centric projects. • Monitoring the performance of all 3rd party service providers on processes related to vendor experience.

Strategic Management & Budgeting Freelancer ConsultantFreelance / Project

• Job Details:The role is to assist the organizations understand their current positions, the future goals, and the directions/strategies to reach, in order to grow faster & increase the business’s value. Provide a way of thinking & frame work to effectively & efficiently engaged in a better decision-making process, based on understanding the capabilities of the organization, strengths, weaknesses, opportunities and threats. Develop mutuality the required business & functional strategies, along with the associate tactics, plans and budget to achieve the objectives & reach the Vision.

Business Director & GM in ChargeFull Time

• Job Details:Manage  First Service Co.  First Service International Co. The role is to completely manage the different business line of the organization, including the core operational and support functions/depts., in addition to managing the technical part of the due diligence of both organizations