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.

Responsible for leading the end-to-end returns and aftersales process ensuring accurate evaluation of customer claims, efficient movement of items back through inventory, vendors, or customers, and driving process improvements to reduce loss and enhance customer satisfaction.. 

What you will be doing:

Reverse Logistics & Aftersales Operations

• Lead the full returns and aftersales process, ensuring accuracy, timeliness, and compliance with quality standards.

• Oversee the receipt, reconciliation, and evaluation of returned packages from the Network team.

• Validate customer claims through thorough product checks and quality assessments.

• Manage the flow of items across inventory, vendors, and customers to ensure seamless resolution.

• Monitor processes closely to prevent losses, track movement of all items, and drive accountability.

• Ensure efficient queue management for items in transit and those received at aftersales.

Team & Performance Management

• Provide leadership, coaching, and performance reviews for the Aftersales team.

• Train staff on system improvements and best practices to ensure accuracy and efficiency.

• Create an environment of continuous improvement through regular process reviews and data-driven solutions.

Process Excellence & Stakeholder Engagement

• Recommend and implement system enhancements to strengthen efficiency and control.

• Escalate operational issues in a timely manner, while ensuring clear reporting and end-of-shift/period handovers.

• Collaborate with cross-functional teams (Fulfilment, Quality Control, Network) to resolve escalations quickly.

 

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: 30-10-2025

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

 

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