Head of Customer Operations - 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.

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.

What we are looking for

• 8+ years' experience in customer service/call centre management, with at least 3 years in a leadership role overseeing large, multi-country teams.
• Strong knowledge of e-commerce and digital customer experience, with proven experience managing technology-driven platforms (websites & apps).
• Demonstrated track record of driving customer satisfaction improvements and operational excellence.
• Analytical, data-driven mindset with strong problem-solving skills; ability to interpret and act on customer insights.
• Excellent leadership and stakeholder management skills, able to influence and collaborate across departments and geographies.
• Experience with process optimization, automation, and efficiency initiatives in customer operations.
• Strong project management and organizational skills.
• Fluent in English and French; Arabic is a strong advantage.
• Bachelor's degree in Business, Management, Operations, or related field; MBA or equivalent is a "plus".

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

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