Head of CXP Country - Jumia

Jumia is seeking a strategic Head of Customer Experience (CXP) for its operations in Senegal to lead customer-centric initiatives and elevate service standards.

What it offers

• A leadership role driving customer experience strategy for Jumia’s pan-African e-commerce platform in Senegal
• Opportunity to shape and improve key customer journey touchpoints, including sign-up, delivery, payment, checkout, and product details

Who can apply

• Strategic and results-driven professionals with a passion for operational excellence
• Candidates with a proven track record of scaling service standards in fast-paced markets

What you'll do

• Enhance the overall customer experience and customer journey on Jumia (e.g., sign in/up, delivery & payment methods, checkout clarity & ease of use, product details)
• Audit and update/improve customer communications and educational materials (transactional communications, Help Center, and FAQ on App & Web)
• Monitor customer satisfaction and interactions to identify pain points, analyze root causes, and define and implement improvement actions/projects
• Lead customer-centric projects to drive measurable improvements in customer satisfaction and loyalty

How to apply

• Apply directly through Jumia’s careers portal for the Head of CXP Country - Senegal position