Vendor Promise Manager


Operations | Cairo, EG

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. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey! 




Main Responsibilities

  • Ensure execution of 21 day delayed item reconciliation

  • Ensure execution of 21 day RTV attempt promise of course

  • Proactive hub audits

  • Proactive VIBES exemption routines

  • Proactive analysis of Vendors with low success rate

  • Participation in Focus groups

  • Reviewing vendor communication with VRM team from time to time

  • Act as a gatekeeper for CXP , JS & commercial initiatives that might have unprecedented impact on vendor experience

  • Responsible for Vendor experience and all topics related to it: Vendor NPS, VSAT, VIR, E2E monitoring and Vendor operations

  • Lead & Implement VXP projects in the country : RTV, Drop-off experience, Lost management, Vendor payments, Vendor journey

  • Own VNPS related KPIs

  • Set up VNPS committee on similar lines of Customer NPS committee


Required Skills and Qualifications:

  • Understanding of processes and technology to enhance vendor experience

  • Project management skills and be able to derive results from data analysis

  • Demonstrated rigor and drive

  • Process oriented and analyticalHandled teams of minimum 2-4 employees

  • Experience in Business Intelligence is a plus

  • Proven abilities of:

    • Problem solving skills

    • SLA and queue management

    • Structured analysis skills

    • Attention to Details

    • Influencing Skills

    • Time Management

    • Crisis Management



We offer:

  • A unique experience in an entrepreneurial, yet structured environment

  • The opportunity to become part of a highly professional and dynamic team working around the world

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