Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery.

With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders.

By joining the operations team, you will be steering all processes that aim at providing our vendors and customers with best in class online shopping and selling experiences. Your role can vary from direct interaction with customers or vendors, monitoring and building customer/ vendor interaction tracking tools, providing recommendations to improve current processes to coordinating with other teams (commercial, finance, logistics, warehousing ..etc) on the execution of new projects. These positions offer the most growth to the pool of talent. We expect best performers to be the next wave of Customer Operations Managers, Vendor Operations Managers, COOs and MDs across the group. 

Areas of Responsibility may also include 

• Handle all escalated vendor & customer issues with the objective of resolving within set SLA period.


• Identify the root cause of any customer or vendor issue and highlight them to the relevant area or department of the business.


• Lead & Implement Vendor & Customer Experience projects across the organization.


• Work on processes & technology to enhance vendor & customer experience


• Communicate all process; client changes and notifications to contact centers agents in a timely manner and manage their performance.


• Provide subject matter expertise support to agents.


• Motivate the team to provide first class service to all our vendors and customers

Requirements & Qualifications:

• Excellent multi-tasking and analytical skills


• Familiar with relationship management tools


• Proficiency in MS Office and google tools


• Clear communication and reporting capabilities


• Team management and leaderships skills


• Data oriented


• Over 1 year experience in contact centers management or customer/vendor experience

We Offer:

• A unique experience in an international, entrepreneurial, yet structured environment


• An unparalleled personal and professional improvement as our longer-term objective is to train the next generation of leaders for our future internet service lines


• The opportunity to be part of a team full of talented people with the best backgrounds