Head of Customer Operations - Group - 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.

The Head of Customer Operations oversees every aspect of the customer journey at Jumia, from sign-in, ordering, and returns, to customer service support. This key group-level role is responsible for enhancing our customer-facing platforms, tools, processes, and communications across all markets. The overall goal: provide the best possible experience for Jumia customers, wherever they are.

What you will be doing

• Own and monitor the end-to-end customer journey; lead continuous improvements to remove friction and enhance satisfaction.
• Identify customer pain points, analyze root causes, and implement corrective actions.
• Collaborate with Marketing and other teams to monitor and understand customer behaviours, leveraging tools such as surveys, focus groups, field visits, and audits.
• Identify, prioritize, and champion new features and products to elevate the customer experience.
• Drive initiatives to improve customer satisfaction and reduce the need for customer interactions by proactively addressing issues.
• Act as the “voice of the customer,” advocating for their needs and driving improvements across the group.
• Ensure all customer-facing content (web, app, communications) is accurate, up-to-date, and clear.
• Define and execute the group-wide customer service strategy—including CS Sales—by developing the operating model and overseeing execution in all countries.
• Design, build, and implement processes and programs that deliver exceptional customer service and foster employee engagement.
• Set, monitor, and ensure achievement of customer service scorecards and targets in all countries.
• Optimize headcount planning for CS & CS Sales, driving automation and productivity improvements.
• Track and ensure compliance with budget and hiring needs for customer operations.
• Define and standardize training guidelines, methodologies, and materials for the entire customer operations function.
• Build strong cross-departmental collaboration with Logistics, Finance, HR, Tech, IT, and external partners to resolve issues and preserve customer experience.
• Design, audit, and update decision trees, macros, rules, and escalation & resolution processes for customer operations.

We aim to provide a comprehensive assessment while respecting your time and investment in the process. Having said that, please find below key information on this process:

1. Interview Process: A. HR Screening; B. Technical interview with your direct manager & functional lead.
2. The deadline for submitting your application is the 21st of November, 2025.