Group CXP Manager - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you will be doing

• Enhance the overall customer experience and customer journey while ordering on Jumia (e.g. sign in/up, delivery & payment methods, checkout clarity & ease of use, product details)
• Audit and update/improve customer communications & educational materials (transactional communications, Help Center and FAQ on App & Web)
• Monitor customer satisfaction and interactions in order to identify the main customer pain points, deep dive on root causes, then define & implement improvement actions/projects
• Lead customer-centric projects in close collaboration with other departments (mainly JumiaPay, Finance, TMX, Marketing, Products & Tech, Content and Logistics) and local Ops teams
• Manage & optimize the budget related to customer coms and identify cost-saving opportunities
• Increase customer-related tasks/routines automation in order to improve team efficiency (e.g. contribute to the ongoing Sprinklr projects)
• Drive improvements on behalf of customers and make sure the voice of the customer is heardIdentify new features/products for customer self-service, and processes improvement  

What we are looking for

• Demonstrated ability to problem-solve and deep-dive on complex challenges
• Analytical mindset and ability to leverage data as a key parameter for decision-making
• Experience in process mapping and workflow management in an operations-centric setting
• Stellar project management and execution skills to coordinate projects across all countries.

We aim to provide a comprehensive assessment while respecting your time and investment in the process. Having said that, we would also like to give you full visibility into the recruitment process, which will consist of two main stages:

1. HR Meeting
2. Business Meeting #1 with your potential manager
3. Business Meeting #2 with someone from the Central Operations team

The deadline for submitting your application is the 23rd of April, 2025. Please make sure you comply with this, otherwise, you risk your application not being considered.