Head of Customer Experience
✨ AI Summary
About Jumia: Jumia stands as a premier e-commerce platform across Africa, dedicated to enhancing the daily lives of its customers through innovative and accessible online services. The company operates a marketplace, supported by Jumia Logistics for distribution and Jumia Pay for digital payments. With a workforce of over 3,000 employees, Jumia blends local and international talent and has made a significant mark by becoming the first African tech firm listed on the New York Stock Exchange in April 2019.
Position Overview: We are seeking a strategic and results-oriented Head of Customer Experience (CXP) for the Country level to advance our customer-focused vision and enhance local operations. This key position involves leading high-performing teams, refining customer journey touchpoints, and utilizing data insights to boost customer satisfaction and loyalty.
Main Responsibilities:
- Improve the customer journey during the ordering process, focusing on sign-up, delivery, payment methods, and checkout ease.
- Review and enhance customer communications and educational materials.
- Monitor customer satisfaction to pinpoint pain points and implement improvement projects.
- Collaborate on customer-centric initiatives with various departments.
- Manage the budget for customer communications and seek cost-saving opportunities.
- Automate customer-related tasks to enhance team efficiency.
- Identify new self-service features and process improvements for customers.
Requirements:
- Bachelor’s in Business Administration, Marketing, or related field; Master’s preferred.
- 3-5 years in Customer Experience or related fields, ideally in e-commerce or tech.
- Experience leading cross-functional projects with senior stakeholders.
- Strong analytical skills with a focus on customer data interpretation.
- Familiarity with CRM tools and customer engagement platforms.
- Excellent leadership, communication, and stakeholder management abilities.
How to Apply: Please apply for positions at Jumia exclusively through our official website. Jumia never charges fees for job applications, so be cautious of fraudulent websites.
