Head of Customer Experience - Jumia (Full Time)

Jumia is Africa's leading internet group, with already over 3,000 employees in more than 14 African countries and huge successes such as Jumia, Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs and Jumia Services. It is led by top talented leaders offering a great mix of local and international talents and is backed by MTN, Millicom, Rocket Internet, Axa, Orange, Goldman Sachs & CdC.

Founded in 2012, Jumia's mission is to revolutionize the concept of shopping by providing customers with the best online shopping experience through a wide range of products categories including mobiles & tablets, computers, electronics, home & living, fashion, sports, health & beauty, grocery and others.

Africa is one of the fastest growing economies in the world, offering excellent opportunities in a vibrant and booming environment. Its economic growth has enabled innovative businesses to flourish and this is where Jumia steps in.

We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey.


Main responsibilities : 

The Head of Customer Experience is responsible for leading a team of professionals. S/he will formulate the strategic vision and drive the business execution of all aspects of the customer experience on the retail platform from end-to-end, including Logistics (delivery and return flows), Customer Service, Customer Satisfaction, and Customer Relationship Management. 

  • Monitoring Leading cross-department and cross-country projects for sustainable customer Experience improvement from end-to-end, including logistics (delivery and return flows), Customer service, customer satisfaction and customer relationship management.
  • Defining KPIs/roadmaps/budgets with senior management and aligning them across the organisation.
  • Overseeing processes, tools and SLAs.
  • Managing local teams as well as participating in recruitment


Requirements & Qualifications :

  • Bachelor’s degree in Business Administration, Business management, Accounting, Economics, Marketing or related field from a recognized and accredited university.

  • A Masters’ in any relevant field is an added advantage
  • 5 – 7 years’ experience working in a fast-paced corporate environment preferably in a similar role and industry

  • 3 - 4 years in working in a Customer experience position preferably managing a large team
  • Successful previous experience as a Customer experience lead or customer service lead or business operations consistently meeting or exceeding targets
  • Committed to continuous education through on job learning, workshops, seminars and conferences
  • Experience in Project Management with proven ability to drive processes from inception to finish
  • Strong business sense and adequate knowledge of Customer service, customer experience, online marketplace model and ecommerce environmentAdvanced knowledge in Microsoft Office suite (Excel, Word and Power point) and Google Office productivity tools
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Must possess strong analytical and problem-solving skills
  • Must have strong leadership, organizational and team management skills
  • Must possess an advanced knowledge of customer and market dynamics and requirements.
  • Ability to work on multiple projects simultaneously and meet deadlines on schedule.
  • Excellent mentoring, coaching and people management skills 


We offer  :

  • A unique experience in an entrepreneurial, yet structured environment
  • The opportunity to become part of a highly professional and dynamic team working around the world
  • An unparalleled personal and professional growth given the challenges that we propose you to take