Manage, schedule and tracking of site components to align with brand campaigns and key initiatives• Collaborate with the Creative and Site Experience Teams to ensure alignment on the creative direction and implementation of onsite marketing content• Facilitate merchandising of product onsite, including sorting, category creation and implementation• Manage QA processes to ensure creative executions align with site standards• Plan and develop merchandising strategies that balance customers’ expectations and company’s objectives• Maximize customer interest and sales levels by displaying products appropriately• Execute translation for all site collateral so it meets legal requirements and can be utilized on.• Ensure the Search results and Product Grouping Pages (PGP) produce products that best match what the consumer is looking for. Improve and perfect the sort order, filters, and corresponding attributes so consumers can easily shop the page• Partner with the site experience team to maximize all aspects of the Product Detail Page (PDP)- set default images to showcase the strongest colorway, execute size charts (if applicable) and improve recommenders• Work with the Buying team for sourcing deals and promotion, based on a merchandising calendar• Champion the consumer through all processes and last touch of all site collateral. Ensuring the customer journey via all routes is uniform and seamless.• Follow the Categorization Dynamic Rules set by the Associate Manager to ensure all product is logically placed in the correct category and provide a consistent experience across the site

Roles and Responsibilities:• Reporting to the country Vendor support center manager.• Issue resolution for vendor queries and questions over multiple channels (calls, SF ticketing, etc)• Ensure best in class resolution for better seller experience,• Improve the seller’s education about the process for smoother operations.• Responsible for the new hired agents on-boarding on Jumia process and issue resolution.• Responsible for Key accounts issues reconciliations (bulk and big problems inquires)Achievements / Projects:• Project: Was responsible for the new joiners on-boarding (three batches / +15 agents over one year)• Achievement: Top contribution impact to the overall vendor satisfaction score, the overall score improved from 69.1% Aug,20 to 91.3% Aug,21, my average weekly score was 92.2% with +40% response rate

• Managing a team of junior customer service representatives.• Maintaining a positive, empathetic, and professional attitude toward customers to ensure customer satisfaction.• Arrange Airlines online ticketing via Amadeus.• Analyse ticketing prices across different Airlines to maximize the profit.• Providing feedback on the efficiency of the customer service process and needed process improvement.

• Coordinate different activities across the organization between the front-line employees and the GM• Work in tandem with team members to provide training and correction, as necessary.• Analyse the top demanded products and set a sales forecast.• Set the purchasing plan, including selecting the best source and prices from different suppliers. • Supervise a team of E-commerce account managers, including all activities of sales plans, price updates, stock control, and money reconciliation across multiple platforms (Jumia, Souq, Noon, Facebook, etc)• Monitor Wearhouse inventory and operations quality.• Respond to and resolve customer escalations and comments as needed.