Khaled Alaa El Din Abdel Azim

Head Of Customer ExperienceFull Time

• Job Details:♦ Managing following teams: • Customer experience outbound • Product Quality & Quality Assurance • Queue Management • Consumer Protection Agency (CPA) ♦ Developing and deploying the company’s customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth ♦ Leading Customers’ monthly focus groups with marketing team alignment ♦ Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points ♦ Keeping all customer-related Queues clean with daily touchpoints with relevant teams (Forward delivery, Reverse Pickups, Customer service Escalations, Refunds, etc...) ♦ Managing Out of stock levels by deciding Vendors’ Daily Order Limits (DOL) as a preventive measure ♦ Calibrating and aligning centralized processes with Jumia’s other 10 countries through a weekly touchpoint ♦ Thinking proactively about our customers' needs and wants, and triggering proactive solutions to potential issues

First Mile & Vendor Operations ManagerFull Time

• Job Details:♦ Planning, Establishing and Operating Marketplace Vendors drop-off branches directly managed or through 3rd party logistics partners around Cairo, Alexandria, and Delta ♦ Planning and Operating Marketplace Vendor Pickups through own fleet all around Egypt ♦ Consolidating and handing over Marketplace packages from previously mentioned channels to Sorting Department challenging agreed to SLAs for Vendor and Customer promises ♦ Managing the reverse cycle between Aftersales and 3rd party logistics partners and Vendors ♦ Built and Managing product quality check process in First Mile receiving points ♦ Owner for the Vendor Net Promoter Score (VNPS) improvement in Jumia Services Side by identifying and fixing all detractors throughout all departments ♦ Budgeting and Projecting monthly expenses for First Mile ♦ Projecting, sourcing, warehousing and fulfilling packaging material to Vendors ♦ Reporting and Implementing Vendors and 3rd party logistics partners penalties for non-compliance to Jumia processes

General ManagerFull Time

• Job Details:♦ Building the foundation and the infrastructure needed for running first specialized in Fashion, Health and Beauty products portal in Egypt ♦ The setting needed SOPs and processes needed for running the business smoothly and efficiently Training, monitoring and assessing the current team and new joiners ♦ Preparing a full business plan for both Soft and Grand Launching phases ♦ Building relationships with relevant vendors for having the maximum number of SKUs online ♦ Studying customers’ experiences by analyzing customers’ needs and behaviors ♦ Developing best practices to achieve the highest customer satisfaction levels and to be the Market Leaders