Head of CXP Country - Jumia (Full Time)

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