Senior Aftersales Manager - Jumia (Full Time)

About 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 Senior Aftersales Manager is responsible for accurately processing return of items from customers by evaluating the customer claims and products details; the role manages the process for items going to inventory, vendors and customers. 

What you will be doing:

Aftersales Process and Team Management:

• Oversee the process of receiving and reconciliation of packages from Network team
• Ensure that proper quality check is done on each item that comes to the aftersales team to ascertain customer claims 
• Ensure all packages are processed on time
• Prevent losses through continuous process monitoring and tracking of all items processed by aftersales.
• Ensure efficient queue management of items in transit to and items received at the aftersales 
• Responsible for performance management including appraisals and training of the Aftersales team on new systems improvements
• Improve overall efficiency in Aftersales by suggesting systems improvement
• Escalate issues to senior management within an appropriate time frame and provide Head of Fulfilment manager with end of day / shift handover information.

What we are looking for:

• Bachelor's Degree from an accredited university; Degree in Engineering, Operations, Supply Chain
• Proficient in Microsoft Office – Excel, PowerPoint, Word, Email, Internet, etc.
• Proficient in Google Office Suite – Google Drive, Google Sheets, Google Docs, Gmail, etc.
• Minimum of 5 years FMCG, or warehouse management or order management experience
• Experience with quality assessment and control management
• Experience managing an aftersales process in FMCG or E-Commerce will be an added advantage
• Strong analytical and problem-solving skills, with the ability to collect, analyze, and interpret data from multiple sources to identify trends, patterns, and opportunities for improvement.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex information to diverse audiences and collaborate with cross-functional teams.
• Exceptional leadership skills with the ability to lead initiatives, coordinate efforts, and drive results in a team environment.
• Detail-oriented with a strong focus on accuracy and attention to detail.
• Flexibility to work variable shifts, including evenings, weekends, and holidays, as needed to support operational needs.

Deadline for applications: 15-10-2025

Rounds of Interviews: 1. HR Screening; 2. Technical interviews with potential manager; 

#LI-Onsite

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