Head of CXP Country - Jumia (Full Time)

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About This Role

Jumia, a pan-African e-commerce platform, is hiring a Head of Customer Experience for Ghana to lead local service operations. The role works on the ordering journey, customer communications and help content, and monitors satisfaction to find and fix customer pain points. It is a full-time position suited to a leader with three to five years in customer experience or customer operations, ideally in e-commerce or digital platforms.

Job Description

Responsibilities

• Improve the customer journey when ordering, including sign-in, delivery and payment options and checkout
• Audit and improve transactional messages, the Help Center and FAQs on app and web
• Track customer satisfaction, find root causes of pain points and deliver improvement projects
• Manage the customer communications budget and automate routine team tasks

Requirements

• Bachelor's degree in business administration, marketing or a related field; a master's degree is a plus
• Three to five years of experience in customer experience, customer operations or related roles
• Proven experience leading teams and scaling service standards in fast-paced markets
• Ability to use data and voice-of-the-customer insight to drive decisions

Qualifications

• Experience in e-commerce, tech or digital platforms
• Interest in automation and self-service tools

Core Skills

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