Customer Service Sales Team Lead - 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.

What you will do:

• Lead and motivate a team of 15–20 CS Sales agents, setting a clear vision and maintaining high standards of performance and accountability.
• Build and manage weekly schedules aligned with call volume forecasts and commercial objectives.
• Handle absence coverage and ensure seamless continuity of service operations.
• Conduct regular one-on-one sessions for performance tracking, coaching, and career development conversations.
• Run structured periodic performance reviews and set clear improvement goals.
• Monitor and drive daily Sales KPIs: GMV, Gross & Net Orders, Conversion Rate, OB Calls Reached Rate, OB AHT, and FTE/Headcount.
• Own Quality & Service KPIs: CSAT %, Resolution Rate, and SLA targets across Inbound, Outbound, Live Chat, and WhatsApp Business.
• Identify performance gaps in real time and implement rapid corrective actions.
• Produce daily, weekly, and monthly performance reports using Power BI and Sprinklr dashboards.
• Conduct root-cause analysis on underperformance and translate findings into actionable plans.
• Report key trends, risks, and opportunities to the CS Manager with clear recommendations.
• Define and execute action plans to meet or exceed GMV and Net Orders targets.
• Design team challenges and incentive mechanisms to boost conversion performance.
• Partner with Marketing and Commercial teams to align CS Sales initiatives with broader business campaigns.
• Own the onboarding experience for new agents — covering scripts, Salesforce CRM, Sprinklr, and Jumia-specific processes.
• Facilitate regular coaching sessions based on call listening, quality scores, and behavioral observations.
• Upskill agents in outbound sales techniques, objection handling, and customer experience best practices.
• Identify high-potential talent and build personalized development paths to support career growth.

What we are looking for

• Bachelor's to Master's degree in Business, Management, Marketing, or a related field (Bac+3 to Bac+5).
• Minimum 2 years in Customer Service or Sales roles, including at least 1 year in a team management position.
• Prior experience in e-commerce or a call center environment is a strong advantage.
• Proven ability to lead, energize, and align large teams (15–20+ people) around shared goals.
• Strong coaching mindset — you give feedback that actually changes behavior.
• Clear and compelling communicator, able to adapt your style across agents, peers, and senior leadership.
• Comfortable managing difficult conversations: performance gaps, absences, and team dynamics.
• Fluent in e-commerce KPIs: GMV, Conversion Rate, Net Orders, CSAT, AHT, and SLA.
• Hands-on experience with BI tools (Power BI preferred) and CRM/contact center platforms (Sprinklr, Salesforce).
• Comfortable working with data to draw insights, spot trends, and build action plans.
• Open to and curious about AI tools and digital innovation in operations.
• Results-driven — you don't just track numbers, you move them.
• Highly structured and rigorous, able to manage priorities in a fast-paced, multi-channel environment.
• Proactive and reactive: you anticipate issues and act decisively when they arise.
• Team-first mentality with a genuine investment in the growth of the people around you.

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