Customer Experience 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

• Product Management: Ensure the customer journey translates the desired customer experience through UX, descriptions, communications, etc. covering selection of the product, order placement and payment, and cancellation.
• Analysis: Identify customer pain points and bottlenecks to adapt wisely content and platforms and improve customer experience and interactions. Track contact reasons, interactions, claims, and all metrics that impact customer experience.
• Customer journey : translate/adapt the communication with/for the customer to the local language and cultural context; audit/update the communication through all channels: emails, SMS, PN, Inbox, WhatsApp, ChatBot.
• Market and operations : develop close monitoring and understanding of customer behavior with marketing, commercial and operations teams and specific tools : surveys, focus groups, etc.

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

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. TA Meeting
2. Meeting with the Direct manager
3. Meeting with the Functional Manager
4. Head of HR call

The deadline for submitting your application is the 01st of November, 2025.