Opportunity at
JumiaAP Accountant - Country - Jumia (Full Time)
Jumia seeks a strategic and results-driven professional to take on the role of Head of Customer Experience CXP - Country. In this position, the selected candidate…
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About This Role
Jumia seeks a strategic and results-driven professional to take on the role of Head of Customer Experience CXP - Country. In this position, the selected candidate will champion a customer-centric vision and elevate local service operations by leading high-performing teams, optimizing journey touchpoints, and utilizing data-driven insights to maximize client satisfaction and loyalty. The ideal individual is an agile leader passionate about operational excellence with a proven track record of…
Job Description
Jumia seeks a strategic and results-driven professional to take on the role of Head of Customer Experience CXP - Country. In this position, the selected candidate will champion a customer-centric vision and elevate local service operations by leading high-performing teams, optimizing journey touchpoints, and utilizing data-driven insights to maximize client satisfaction and loyalty. The ideal individual is an agile leader passionate about operational excellence with a proven track record of scaling service standards in fast-paced markets.
The employer, Jumia, is a leading pan-African e-commerce platform operating a marketplace supported by proprietary logistics and digital payment fintech platforms. Listed on the New York Stock Exchange, the organization employs over 3,000 workers globally and is backed by prominent shareholders with a commitment to driving sustainable impact and improving everyday life across Africa.
Responsibilities
- Improve the overall customer experience and customer journey during the ordering process on Jumia
- Audit, update, and improve customer communications and educational materials
- Monitor consumer satisfaction and interactions to determine main pain points, analyze root causes, and implement improvement projects
- Direct customer-centric initiatives in coordination with internal departments and local operations teams
- Oversee and optimize the customer communications budget while finding cost-reduction opportunities
- Automate tasks and routines relating to customers to boost team efficiency
- Discover new product features for customer self-service and process enhancement
- Advocate for customers and ensure the consumer perspective is represented
Requirements
- Possess three to five years of experience in customer experience, customer operations, or related roles
- Demonstrate a background in leading cross-functional initiatives and influencing senior stakeholders
- Show strong analytical capabilities to analyze data, spot trends, and convert insights into strategies
- Bring demonstrated experience in customer journey mapping, service design, and process optimization
- Have familiarity with CRM tools, customer engagement platforms, and automation software such as Sprinklr
- Exhibit leadership, team management, communication, and stakeholder management abilities
Qualifications
- Hold a Bachelor’s degree in Marketing, Business Administration, or a related field
- Possess a Master’s degree as an added advantage
Core Skills
Benefits
- Gain a unique experience within an entrepreneurial yet structured workplace
- Contribute to building the e-commerce sector in Africa with a strong operational impact
- Work alongside a professional and dynamic team
- Experience personal and professional growth opportunities aimed at developing future leaders
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
The posting specifies that this is a full-time position.
Where is this job located?
The source posting does not specify the exact location for this role.
What salary does this position offer?
The salary details are not stated in the job posting.
What qualifications are required for applicants?
Applicants must have a bachelor's degree in Business Administration, Marketing, or a related field, alongside three to five years of relevant experience in customer operations, customer experience, or digital platforms.
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