Head of Customer Experience (CXP) – Country

About the role

We are seeking a strategic, results‑driven Head of Customer Experience (CXP) for a country market within Jumia, Africa’s leading e‑commerce platform. The role will champion a customer‑centric vision, lead high‑performing teams and drive operational excellence across the end‑to‑end journey.

Key responsibilities

• Enhance the overall customer journey (sign‑up, checkout, delivery, payment, product details) to improve satisfaction and loyalty.
• Audit, update and improve customer communications and educational content across app, web and help centre.
• Monitor customer satisfaction, identify pain points, analyse root causes and implement improvement projects.
• Lead cross‑functional, customer‑centric initiatives with Finance, JumiaPay, Marketing, Product, Tech, Content and Logistics teams.
• Manage and optimise the budget for customer communications, identifying cost‑saving opportunities.
• Increase automation of customer‑related tasks to boost team efficiency, including contributions to Sprinklr projects.
• Identify new self‑service features and process improvements to amplify the voice of the customer.

Required profile

• Bachelor’s degree in Business Administration, Marketing or a related field (Master’s degree a plus).
• 3‑5 years of experience in Customer Experience, Customer Operations or similar roles, preferably in e‑commerce or digital platforms.
• Proven track record of leading cross‑functional projects and influencing senior stakeholders.
• Strong analytical ability to interpret customer data, spot trends and translate insights into actionable strategies.

Required skills