Cross-Country Head of Vendor Experience - Jumia (Full Time)


Operations | Africa

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!

Position Overview

The Head of Vendor Experience (VXP) will be the functional leader of a team of professionals across seven countries: Ghana, Cameroon, Algeria, Senegal, Tunisia, Uganda, and Tanzania. Reporting to the Chief Operating Officer, s/he will formulate the strategic vision and drive the business execution of all aspects of vendor experience on Jumia’s ecommerce platform, including vendor operations, vendor support, and vendor issue resolution. 

Key Responsibilities

  • Manage, monitor, and analyze all aspects of the end-to-end vendor operational experience:

    • Vendor operations: ensure efficiency and SLA compliance of the forward delivery flow (warehouse inbounding, vendor drop-offs, and vendor pick-ups), the reverse delivery flow (failed deliveries, customer returns, aging inventory), and general stock availability

    • Vendor support: inbound and outbound communications over phone, email, and social media

    • Vendor issue resolution: payment reconciliations, loss management, counterfeit investigations, and complaint management for penalties and limitations due to poor operational performance

    • Vendor satisfaction: maintenance of quality standards at vendor hubs and analysis of vendor satisfaction surveys

  • Own the VXP roadmap, implement projects and releases (e.g. SalesForce integrations, automated operational triggers), set project priorities and KPIs

  • Plan and execute major commercial campaigns from a vendor experience perspective

  • Cultivate cross-functional relationships across departments in order to ensure optimal execution, in particular with Customer Experience and Finance

  • Recruit and evaluate human resources

Key Requirements

  • Proven ability to influence, motivate, and lead in a large organization

  • Prior experience in business operations at a high-growth organization

  • Personal obsession with detail, efficiency, and user experience

  • Strong interest in retail and technology

  • Engaging entrepreneurial spirit blended with excellent analytical and project management skills

  • Fluency in English; other languages are an advantage

  • Degree from a top-ranked institution

We Offer 

  • A unique experience in an entrepreneurial, yet structured environment, growing at a very high rate

  • An unparalleled opportunity of discovering Africa and having strong impact in building the African e-commerce sector

  • A distinct learning about diverse processes that make a business efficient and successful

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