Global Head of Customer Experience - Jumia Emerging Countries (Full Time)

Company: Jovago

Founded in 2012 and funded by prominent investors such as MTN, Rocket Internet, and Goldman Sachs, Jumia has grown to be the leading e-commerce platform in Africa with over 3,000 employees in 24 countries.  Jumia's mission is to relentlessly build the most seamless and reliable online ecosystem of products and services, providing consumers with a wide range of options at low prices.  Our diverse team of local and international talents is transforming the way commerce is conducted in Africa.   

Position Overview

The Jumia Emerging Countries Global Head of Customer Experience is responsible for leading a team of over 50 professionals across 14 countries in Africa.  Reporting to the Chief Operating Officer, s/he will formulate the strategic vision and drive the business execution of all aspects of the customer experience on the Jumia retail platform, including Customer Service, Customer Satisfaction, and Customer Relationship Management.  The position is based in Dubai with frequent travel across Africa.

Key Responsibilities

• Leading cross-department and cross-country projects for sustainable CXP improvement across Customer Service, Customer Satisfaction, and Customer Relationship Management
• Defining KPIs/roadmaps/budgets with senior management and aligning them across the organization
• Overseeing processes, tools, and SLAs globally
• Managing central, regional, and local teams as well as participating in recruitment 

Key Requirements

• Proven ability to influence, motivate, and lead in a large organization
• Prior experience in business operations at a high-growth organization
• Personal obsession with detail, efficiency, and user experience
• Strong interest in retail and technology
• Engaging entrepreneurial spirit blended with excellent analytical skills
• Fluency in English; French and other languages are a plus
• Advanced degree from a top-ranked institution

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