SN - Head of CXP Country - Jumia (Full Time)
On-siteSenegal, Provincia de Veraguas, Republic of Panama
Job Summary
Lead the significant and sustainable improvement of the Vendor Experience by aligning with central top management on roadmaps, budgets, and strategic project goals. Partner with Country Managing Directors and COOs to drive collaboration while collaborating with Logistics, IT, Finance, and Marketing to lead transversal projects impacting the vendor journey. Manage and mentor a diverse team, act as the lead stakeholder for vendor-related product developments in Salesforce, and influence the development roadmap to maximize vendor satisfaction. Monitor and reach vendor satisfaction targets, benchmark against global leaders, and prioritize the project roadmap using a pragmatic cost-versus-impact approach. Own the VXP roadmap by implementing tool integrations like Sprinklr and automated operational triggers, and plan operational requirements for major commercial campaigns from a vendor perspective.
Required Qualifications
- Proven experience in senior leadership roles within Vendor Experience, Customer Experience, or Marketplace Operations
- Strong technical background with experience in Salesforce development and CRM integrations
- Exceptional stakeholder management skills, with the ability to influence C-level executives and cross-functional teams
- Data-driven strategist capable of translating vendor feedback into actionable product and process improvements
- Expertise in project management, particularly in rolling out automated tools and operational triggers
- Deep understanding of e-commerce marketplace dynamics and vendor support ecosystems
- Financial acumen for managing budgets and conducting cost/impact analysis for large-scale projects
- Excellent communication and leadership skills to manage large, multi-disciplinary teams
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