SN - Head of CXP Country

About the role

Jumia is hiring a Head of Customer Experience for its Senegal operations to lead local service teams and drive improvements across the entire customer journey. You will use data and customer feedback to identify friction points, then design and implement solutions that raise satisfaction and retention. This position sits at the intersection of operations, product, and marketing, requiring close coordination with internal teams including JumiaPay, Finance, TMX, Marketing, Products & Tech, Content, and Logistics.

Key facts

What you'll do

• Improve every stage of the ordering experience, from sign-up and product details through checkout, payment options, and delivery
• Review and refresh all customer-facing communications, including transactional messages, the Help Center, and FAQ content on app and web
• Track satisfaction metrics and customer interactions to surface pain points, investigate root causes, and launch corrective projects
• Coordinate customer-focused initiatives with JumiaPay, Finance, TMX, Marketing, Products & Tech, Content, Logistics, and local operations teams
• Own and optimize the budget for customer communications while finding cost-reduction opportunities
• Increase automation of customer-related tasks and routines, contributing to ongoing Sprinklr projects
• Propose new self-service features and process enhancements that empower customers
• Act as the internal advocate for customers, ensuring their voice shapes decisions

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related discipline
• 3-5 years of experience in Customer Experience, Customer Operations, or similar functions, ideally in e-commerce, tech, or digital platforms
• Track record of leading cross-functional projects and influencing senior stakeholders
• Strong analytical ability to interpret customer data, spot trends, and turn insights into action plans
• Hands-on experience with customer journey mapping, process improvement, and service design
• Familiarity with CRM systems, customer engagement platforms, and automation tools such as Sprinklr
• Solid leadership and team management capabilities that drive performance and engagement
• Clear communication skills and proven stakeholder management
• Strategic thinking paired with willingness to execute directly

Nice to have

• Master's degree in a relevant field

Skills & tools

• CRM and customer engagement platforms
• Sprinklr or comparable automation solutions
• Data analysis and customer insight tools
• Journey mapping and service design methods

Practical notes

• Jumia is a pan-African e-commerce marketplace supported by Jumia Logistics and JumiaPay, listed on the NYSE since April 2019
• Apply only through Jumia's official careers site; the company never charges application fees