Customer Experience Manager Job Vacancy in Mbalmayo, Cameroon – Retail & E-commerce

Customer
Mbalmayo
October 3, 2026
Full Time
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Job Description

Position: Customer Experience Manager

Company: Jumia Cameroon

Location: Mbalmayo, Cameroon

Experience: 5+ years in customer experience or service management

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Retail & E-commerce

Department: Customer Service

Salary: 250,000 – 350,000 SSP per month

Vacancies:1

Company Overview

Jumia Cameroon is a leading e‑commerce platform that connects millions of consumers with a wide range of products, from electronics to fashion and everyday essentials. As part of the broader Jumia Group, the company operates across Africa, delivering innovative digital shopping experiences and reliable logistics solutions. With a strong commitment to customer satisfaction and market expansion, Jumia Cameroon plays a pivotal role in shaping the retail landscape in Cameroon, creating vibrant career opportunities for local talent. This position offers a unique chance to contribute to a fast‑growing sector while supporting the broader mission of empowering consumers and businesses across the region. The role is central to Jumia’s strategy of delivering seamless, personalized service, making it an exciting opportunity for professionals seeking to make a measurable impact in the retail and e‑commerce industry.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer service strategies that enhance satisfaction, loyalty, and lifetime value. Reporting to the Head of Operations, you will oversee a team of customer support agents, develop performance metrics, and collaborate with product, marketing, and logistics teams to ensure a cohesive, omnichannel experience. This role is critical for driving operational excellence and supporting Jumia Cameroon’s growth objectives. For more information about our company and culture, visit Cameroon Job Search. The position is based in Mbalmayo, offering a dynamic environment where innovation meets local market insight.

Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy aligned with corporate goals.
  • Lead, mentor, and evaluate a team of customer service representatives to ensure high performance.
  • Design and monitor key performance indicators (KPIs) such as CSAT, NPS, and first‑contact resolution.
  • Collaborate with product, marketing, and logistics teams to resolve cross‑functional issues affecting the customer journey.
  • Implement feedback loops and data‑driven insights to continuously improve service processes.
  • Oversee escalation handling for complex or high‑value customer cases.
  • Manage the integration of new support technologies, including chatbots and AI‑driven tools.
  • Prepare regular reports for senior leadership on customer trends and improvement initiatives.

Required Skills

  • Strong leadership and people‑management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in data analysis and KPI tracking.
  • Experience with CRM platforms and e‑commerce support tools.
  • Problem‑solving mindset with a customer‑centric approach.
  • Ability to work collaboratively across departments.
  • Fluency in French and English; knowledge of local languages is a plus.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Advanced certifications in Customer Experience Management or Service Excellence are advantageous.

Experience

Minimum of five years’ experience in customer service or experience management, preferably within e‑commerce, retail, or technology sectors. Demonstrated success in leading teams and driving measurable improvements in customer satisfaction is essential.

Salary

The compensation package ranges from 250,000 to 350,000 SSP per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

  • Health insurance coverage.
  • Paid annual leave and public holidays.
  • Professional development allowance.
  • Employee discount on Jumia marketplace purchases.
  • Transportation allowance for commuting to Mbalmayo office.

Training

  • Onboarding program covering Jumia’s platforms, policies, and culture.
  • Continuous training in customer service excellence, data analytics, and leadership.
  • Access to online learning portals and industry conferences.

Working Environment

Jumia Cameroon offers a modern, collaborative workspace in Mbalmayo, equipped with the latest technology to support remote and hybrid work models. The culture emphasizes innovation, inclusivity, and a strong commitment to employee well‑being, fostering a supportive atmosphere where ideas are encouraged and achievements celebrated.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining relevant experience through the online application portal on our website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for virtual interviews followed by an on‑site assessment.

Equal Opportunity Statement

Jumia Cameroon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, disability, or any other protected characteristic. All qualified applicants will receive consideration for employment without discrimination.

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