Head of Customer Experience


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Jumia Group is a leading global incubator of start-ups. We started operating in Africa in 2012 and since then have launched multiple successful companies, such as Jumia, Jumia Market, Jumia Travel, Jumia Food, Jumia Deals, Jumia House, Jumia Jobs, Jumia Car, Jumia Services

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 to join our team and embark on an exciting journey in the core of business development.




  • As Head of Customer Experience you will have a unique opportunity to help drive our efforts to improve customer satisfaction across the entire customer journey. This is a critical role as it directly correlates to continually improving the customer experience and as a result, better customer loyalty and retention. As the customer experience change agent your objective will be threefold:
  • Create a persistent focus on the customer in all key actions the company takes
  • Drive the organization to work together for optimum customer experience delivery
  • Support leaders in their role in the customer experience transformation journey



  • Establish metrics for defining the relationship with the customer
  • Define and monitor key performance indicators across the customer journey
  • Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc.)
  • Create a unified platform for understanding and taking action with all key stakeholders within each department
  • Influence inter-departmental agreement on how to deliver greatest value to our customers
  • Define what customers value to determine the differentiating experience to deliver
  • Decide where to make investment decisions, that is, give the highest customer impact
  • Design what the customer experience should be
  • In partnership with leaders, drive accountability through cross-department data and metrics
  • Drive tracking and reporting mechanisms to get reliability in key interactions
  • Lead the accountability forums – when to meet and with whom to drive accountability
  • Work with all department leaders to drive customer focus culture change
  • Clarify a common approach and process for driving the work across the organization
  • Facilitate working together across the silos instead of separately within them
  • Instill discipline of process change and change management in the organization
  • Implement and drive new projects/pilots
  • Data analytics: to determine where we need to change our customer strategy
  • Implementation and operations: to drive change and innovation in our processes and manage projects/key battles
  • Relationship building: to manage relationships with all teams across the organization
  • Management: to lead the Customer Experience team effectively


Qualification and Requirements:

  • Graduate from an accredited university
  • 4 years’ experience in Analytics, E-commerce, Operations, Consulting or FMCG

This job originally appeared elsewhere.




Job Level

Manager (Staff Supervisor/Head of Department)




Customer Service

Job Type


Minimum Qualification


Preferred Years of Experience

3 - 5 years