Chief Operation Officer - Jumia (Open-ended)


Operations | Dakar, SN

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! 

What's this job all about?

The Jumia Senegal COO (Ecommerce) will be responsible for leading the improvement of the Jumia Ecommerce Customer Experience, Vendor Experience & Operational Profitability in her or his country. Ensuring sharp execution of the centrally defined improvements/routines, participating to their refinement through the collection of detailed customer/vendor feedbacks, and leading country related specific projects to reach those objectives.

Customer Experience being defined by all elements impacting the satisfaction of a customer navigating or buying on Jumia: online experience, delivery experience, product experience, customer service experience, aftersales (returns / warranties) experience.

Vendor Experience being defined by all elements impacting the satisfaction of a vendor selling on Jumia: online experience, operational experience, payment/finance experience.

It is a leadership role that sits on the Senegal Ecommerce Executive Committee, with a large team

The main challenges are described as below

Main Responsibilities :

         Management & recruitment :

Ø Managing the country’s teams / efforts in terms of: 
•       Customer experience
•       Vendor experience
•       Customer Service
•       Production
•       IT local resources
Ø Leading recruitment when necessary.

             Leadership & influencing :

Ø Interacting with other local & central teams (logistics & warehousing, IT, commercial, vendor management, marketing) to explain projects & solicit support, as many of the Ops projects are transversal.

             Projects/routines definition & execution :

  •       Understanding the central improvement projects and ensuring their sharp and timely local execution

  •       Ensuring harsh execution of the centrally defined routines

  •       Developing Customer & Vendor Experience awareness across the country’s different services, through training & communication, to make Customer & Vendor Experience central in all decisions

  •       Collecting detailed feedbacks from customers & vendors

  •       Based on customer & vendors feedbacks: Feeding central team with their synthesis and the related necessary improvements

  •       Leading local necessary improvements


Required Skills & Qualifications:

  •    Strong experience (>4 years) in operations management, deep culture & knowledge of Customer & Vendor Experience best practices in ecommerce;

  •       > 5 years total experience;

  •       Strong inter-personal skills: convince the people and your team that you are making the right decisions;

  •       Ability to manage efficiently multiple teams;

  •       Hands on & results oriented - excited by solving problems yourself;

  •       Well organized ;

  •       Strong analytically (good with numbers & analysis - we have a lot of them!);

  •       Excellent communication skills in English.

We Offer :

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

  •       A unique opportunity to help build & shape a growing African ecommerce giant;

  •       The opportunity to become part of a highly professional and dynamic team;

  •       Unparalleled personal and professional growth (our longer-term objective is to train the next generation of leaders for our future internet ventures).