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Customer Experience Manager - Full Time

Senegal

About Jumia:

Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers.

Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa.

In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange.

What you will be doing:

  • Lead and manage the CXP team, including hiring, training, coaching, and performance management.
  • Develop and implement strategies, processes, and procedures to optimize the efficiency and effectiveness of the CXP team.
  • Set clear performance goals and expectations for CXP Agents, monitoring performance metrics and providing regular feedback and coaching.
  • Ensure that customer inquiries and issues are addressed promptly and professionally, maintaining high standards of service quality and customer satisfaction.
  • Collaborate with cross-functional teams, including sales, marketing, and operations, to identify and resolve customer issues and improve overall customer experience.
  • Analyze customer feedback, trends, and data to identify areas for improvement and implement actionable solutions.
  • Stay informed about industry trends, best practices, and emerging technologies in customer experience management, and make recommendations for continuous improvement.
  • Foster a positive and supportive team culture, promoting collaboration, communication, and professional development.
  • Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
  • Prepare and present reports, metrics, and insights to senior management, highlighting key performance indicators and trends in customer experience.

What we are looking for:

  • Bachelor's degree in business, marketing, or related field; master's degree or equivalent experience preferred.
  •  years of experience in customer service, call center management, or related field, with [X] years of experience in a leadership or management role.
  • Strong leadership and management skills, with the ability to inspire, motivate, and develop a high-performing team.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.
  • Proven track record of driving positive customer experiences and achieving performance targets.
  • Analytical mindset, with the ability to analyze data, identify insights, and make data-driven decisions.
  • Proficiency in using CRM systems, Microsoft Office Suite, and other relevant software applications.
  • Flexibility to work evenings, weekends, and holidays as needed.

We Offer:

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African e-commerce sector
  • The opportunity to become part of a highly professional and dynamic team
  • An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders
 
Please ensure to only apply for jobs with Jumia through our official website.
Jumia will never charge you a fee to apply for a job: be wary of websites that claim to help you apply for a Jumia job or that charge a fee to get you a job.

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