Manager - Door Delivery - 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.

As Manager Door Delivery, you will lead and optimize Jumia's last-mile delivery operations, ensuring exceptional customer experience through timely, accurate, and efficient order fulfillment. You will oversee delivery operations across multiple locations, manage delivery teams and third-party logistics partners, and drive continuous improvement in delivery performance metrics.

What you will be doing

• Lead and supervise a team of Regional Managers and indirectly Hub Managers to ensure timely and accurate execution of door delivery operations and assign daily tasks and set priorities based on workload, customer requirements, and business goals.
• Provide guidance, coaching, and performance feedback to enhance team productivity and capabilities and conduct regular performance evaluations and identify areas for development and recognition.
• Identify high-potential team members, implement succession planning, and cultivate leadership capabilities through structured onboarding, upskilling, and cross-functional training programs.
• Foster a collaborative and positive work environment that promotes teamwork, open communication, and continuous improvement.
• Monitor Regional Managers’ performance against key KPIs such as E2E delivery time, Pending Remittances, Closed Success Rate, Losses & Defectives, PUS Audit Score, and Customer Satisfaction and take proactive corrective actions to ensure targets are consistently met or exceeded.
• Lead periodic benchmarking exercises to compare operational performance with internal best practices and industry standards.
• Develop and implement Standard Operating Procedures (SOPs) to ensure consistency and operational excellence across all hubs and regions.
• Act as the escalation point for high-impact delivery issues, customer complaints, or operational disruptions.
• Implement risk assessment protocols to anticipate and mitigate potential disruptions such as weather, strikes, or system outages.
• Coordinate closely with internal teams — First Mile, Warehouse Operations, Transport Management, 3PL, IT/Systems, Finance, Performance, Loss Management, and Customer Service — to ensure seamless operations.
• Collaborate with the Ops team to maintain a high delivery satisfaction score and drive continuous service improvement.
• Participate in high-level meetings with Country Leadership and Central Logistics teams, providing data-backed feedback and operational insights.
• Work with both internal and external stakeholders to onboard, manage, and evaluate 3PL contractors and ensure compliance with agreed service standards.
• Maintain a healthy pool of 3PL contractors and delivery associates (DAs), ensuring effective training and oversight of field operations.
• Develop and manage the door delivery operational budget, ensuring optimal resource allocation and cost efficiency and analyze delivery cost per package and implement strategies to reduce expenses without compromising service quality.
• Utilize data analytics to detect trends, identify bottlenecks, and drive informed decision-making and design and maintain dashboards, scorecards, and regular performance reports for leadership review.
• Champion the adoption of digital tools such as real-time dashboards, and mobile applications for delivery associates and promote data-driven decision-making to improve accuracy, speed, and customer satisfaction in delivery operations.
• Participate in medium- and long-term planning for delivery network expansion, capacity planning, and resource allocation.
• Forecast demand and capacity needs considering seasonality and surge/peak periods and analyze market trends and competitor performance to recommend innovations in last-mile delivery models.
• Constantly seek innovative ways to improve performance and achieve the company’s strategic KPIs.
• Regularly review customer feedback and design improvement plans to enhance the last-mile delivery experience.
• Strengthen the “Voice of the Customer” initiative by gathering, analyzing, and acting on customer insights and ensure every operational improvement initiative contributes to higher customer satisfaction and loyalty.

What we are looking for

• 5-7 years of experience in logistics, last-mile delivery, or supply chain operations, with at least 3 years in a managerial role
• Proven track record of managing large-scale delivery operations in e-commerce, courier services, or retail distribution
• Strong understanding of last-mile logistics, route optimization, and delivery network management
• Experience managing both in-house delivery teams and third-party logistics partnerships
• Excellent leadership and people management skills with ability to motivate and develop diverse teams
• Strong analytical skills with proficiency in data analysis and performance metrics tracking
• Experience with logistics management systems, route optimization software, and tracking technologies
• Solid understanding of budget management and cost optimization in logistics operations
• Excellent problem-solving abilities with capacity to make quick decisions under pressure
• Strong communication and stakeholder management skills
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and logistics software
• Customer-centric mindset with commitment to delivering exceptional service
• Ability to work flexible hours including weekends and holidays during peak periods
• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related field
• Experience in fast-paced, high-growth environments
• Project management and process improvement expertise

• Deadline for applications: 16-10-2025
• Round of Interviews:
  1. Technical Meeting with your potential manager
  2. Technical Meeting with your potential functional manager
  3. HR Meeting with our Talent Acquisition team