Senior Aftersales Manager - Jumia (Full Time)

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

 

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; 

 

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