SN - Head of CXP Country - Jumia (Full Time)

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Quick Summary

Key Responsibilities

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,

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OtherHead

Responsibilities

~1 min read

→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

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

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