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.

 

• Lead and manage the department.
• Ensure smooth department operations 24/7.
• Monitor and ensure the achievement of the department's Key Performance Indicators (KPIs).
• Control and monitor department costs and justify any variances.
• Define individual and collective team objectives to evaluate performance.
• Supervise the handling of customer returns and intervene as a final resort.
• Ensure compliance with company commitments during operations.
• Ensure optimal use of internal resources while maintaining their integrity.
• Ensure and guarantee safety and security within the department.
• Guarantee the compliance of incoming and outgoing stock.
• Analyze performance indicators and produce regular reporting.
• Produce regular reports on department management.
• Collaborate with other departments by producing analytical reports to support decision-making.
• Optimize internal processing workflows.
• Organize and monitor internal and external interactions.
• Ensure objectives are met to achieve customer satisfaction.
• Manage and track team renewals/turnover without impacting daily operations.
• Lead team meetings and maintain high levels of engagement and motivation.
• Act as the guarantor of 5S methodology within the department.
• Ensure the integrity of the equipment provided.

• Bachelor’s or Master’s degree (Business School, Engineering School, or University degree in Management/Business Administration).
• 3 to 5 years minimum of professional experience in a similar role or in customer relations/technical management.
• Proficiency in conflict resolution and negotiation techniques.
• Solid experience in Quality Management (certification or proven practice) is a major asset.
• Strong analytical skills to interpret data, identify root causes, and propose innovative solutions.
• Ability to analyze numerical data and build dashboards.
• Excellent communication skills French and English (for international scope).
• Ability to unite a team and bring out their best.
• Strong customer orientation and diplomacy.
• Flexibility to thrive in a constantly evolving environment and manage change.
• Ability to stay calm when dealing with dissatisfied customers or emergency situations.
• Ability to manage multiple priorities simultaneously.

 

We aim to provide a comprehensive assessment while respecting your time and investment in the process. Having said that, we would also like to give you full visibility into the recruitment process, which will consist of two main stages:

1. HR Meeting

2. Business Meeting #1 with your potential manager

The deadline for submitting your application is April 30th, 2026. Please make sure you comply with this; otherwise, you risk your application not being considered.