About this SN - Head of CXP Country - Jumia (Full Time) role at Jumia
About Jumia:
Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.
Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.
In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.
We are looking for a strategic and results-driven Head of Customer Experience CXP - Country to champion our customer-centric vision and elevate our local service operations. In this pivotal role, you will lead high-performing teams, optimize key journey touchpoints, and leverage data-driven insights to maximize customer satisfaction and loyalty. If you are an agile leader with a passion for operational excellence and a proven track record of scaling service standards in fast-paced markets, we invite you to join us in shaping the future of our customer experience.
What you’ll do:
- Enhance the overall customer experience and customer journey while ordering on Jumia (e.g. sign in/up, delivery & payment methods, checkout clarity & ease of use, product details)
- Audit and update/improve customer communications & educational materials (transactional communications, Help Center and FAQ on App & Web)
- Monitor customer satisfaction and interactions in order to identify the main customer pain points, deep dive on root causes, then define & implement improvement actions/projects
- Lead customer-centric projects in close collaboration with other departments (mainly JumiaPay, Finance, TMX, Marketing, Products & Tech, Content and Logistics) and local Ops teams
- Manage & optimize the budget related to customer coms and identify cost-saving opportunities
- Increase customer-related tasks/routines automation in order to improve team efficiency (e.g. contribute to the ongoing Sprinklr projects)
- Identify new features/products for customer self-service, and processes improvement
- Drive improvements on behalf of customers and make sure the voice of the customer is heard
What we are looking for:
- Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree is a plus
- 3-5 years of experience in Customer Experience, Customer Operations, or related roles, preferably within e-commerce, tech, or digital platforms
- Proven experience in leading cross-functional projects and influencing stakeholders at senior levels
- Strong analytical skills with the ability to interpret customer data, identify trends, and translate insights into actionable strategies
- Demonstrated experience in customer journey mapping, process improvement, and service design
- Experience with CRM tools, customer engagement platforms, and automation solutions (e.g., Sprinklr or similar tools)
- Strong leadership and team management skills, with the ability to drive performance and engagement
- Excellent communication and stakeholder management skills
- Strategic mindset combined with hands-on execution capability
We Offer:
- A unique experience in an entrepreneurial, yet structured environment
- A unique opportunity of having strong impact in building the African e-commerce sector
- The opportunity to become part of a highly professional and dynamic team
- An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders
