About Jumia:

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

 

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

 

With over 5,000 employees in more than 10 countries in Africa, 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 sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. 

 

Responsibilities:

  • Map the customers journey to ensure a seamless experience across all forward delivery methods (such as door and PU)

  • Overseeing the workflow optimization for reverse logistics for returns

  • Ensure best-in-class interaction between delivery associates and customers

  • Define and manage the EXT experience journey

  • Identify pain points for forward and reverse delivery through a proactive deep-dive culture to ensure appropriate improvement initiatives are activated

  • Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management

  • Create a knowledge management centre across customer experience teams to equip them with the right tools (inclusive of  in-depth understanding of  forward delivery methods, product catalog, price/discount, payment and delivery streams, refund/return lead time, and service offerings across e-commerce, on-demand services and Jumia Pay)

  • Ensure that customer journey for forward & reverse can be adapted to optimize user experience across 10 unique markets in Africa

Required skills and qualifications:

  • Bachelor’s degree in business management, engineering or social sciences

  • 3 - 5 years of operations experience in a similar capability; with experience in process mapping and project management

  • ​Demonstrated ability to problem-solve and deep-dive on complex challenges; leveraging on data as a key parameter for decision-making

  • Extensive experience in process-mapping and work-flow management in an operations-centric setting

  • Stellar project management and execution skills to navigate project milestones end to end

  • Strong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape shopping experience

We Offer 

  • A unique experience in an entrepreneurial, yet structured environment
  • A unique opportunity of having strong impact in building the African ecommerce 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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