Head of CXP Country - Jumia (Full Time)

About the role

Jumia is a leading pan-African e-commerce platform committed to improving everyday life in Africa through technology. The Head of Customer Experience CXP - Country will champion our customer-centric vision and elevate local service operations. In this role, you will lead high-performing teams, optimize key journey touchpoints, and leverage data-driven insights to maximize customer satisfaction and loyalty.

What you'll do

• Enhance the overall customer experience and journey while ordering on Jumia, including sign in or sign up, delivery and payment methods, checkout clarity and ease of use, and product details.
• Audit and update customer communications and educational materials (transactional communications, Help Center and FAQ on App and Web).
• Monitor customer satisfaction and interactions to identify main pain points, perform root-cause analysis, and define and implement improvement actions.
• Lead customer-centric projects in collaboration with other departments (JumiaPay, Finance, TMX, Marketing, Products and Tech, Content and Logistics) and local Ops teams.
• Manage and optimize the budget related to customer communications and identify cost-saving opportunities.
• Increase automation of customer related tasks and routines to improve team efficiency, for example contributing to Sprinklr projects.

What they're 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 leading cross-functional projects and influencing senior stakeholders.
• Strong analytical skills with the ability to interpret customer data, identify trends, and translate insights into actionable strategies.
• Experience with CRM tools, customer engagement platforms, and automation solutions (e.g., Sprinklr or similar tools).

For applicants in Nigeria

• The listing indicates Senegal as the location; Nigeria eligibility or remote work options are not stated. Confirm before interviewing.
• The listing does not state a timezone requirement - confirm before interviewing.
• The listing does not indicate contractor vs employee status - confirm before interviewing.
• The listing does not indicate pay currency or range - confirm before interviewing.
• The listing does not indicate visa or work-authorization notes - confirm before interviewing.