Head of CXP Country - Jumia (Full Time)

AI in this role

Lead customer experience operations, optimize customer journeys, and increase task automation across e-commerce platforms in Africa.

sprinklr

customer-experienceoperations-managementprocess-automationdata-analysisbudget-management

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

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

We Offer:

A unique experience in an entrepreneurial, yet structured environment
A unique opportunity of having strong impact in building the African e-commerce sector
The opportunity to become part of a highly professional and dynamic team
An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders

Please ensure to only apply for jobs with Jumia through our official website. Jumia will never charge you a fee to apply for a job: be wary of websites that claim to help you apply for a Jumia job or that charge a fee to get you a job.

How we rate this

Head of CXP Country - Jumia (Full Time) at Jumia rates 10 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Customer ExperienceOperations ManagementProcess AutomationData AnalysisBudget ManagementSprinklr

Questions you could be asked

Tell me about a project where customer experience was part of your work. What did you do?
Tell me about a project where operations management was part of your work. What did you do?
Tell me about a project where process automation was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?
Tell me about a project where budget management was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Customer Experience, Operations Management, Process Automation, Data Analysis, and Budget Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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