The Ugandan Jobline

Job Title:   Forward and Reverse Manager  

Organisation: Jumia

Duty Station:  Kampala, Uganda

About US:

Jumia is a leading e-commerce platform in Africa. It is built around a marketplace, Jumia Logistics, and JumiaPay. The marketplace helps millions of consumers and sellers to connect and transact. Jumia Logistics enables the delivery of millions of packages through our network of local partners. JumiaPay facilitates the payments of online transactions for Jumia’s ecosystem.

​Key Duties and Responsibilities:

• Map the customers journey to ensure a seamless experience across all forward delivery methods (such as door and PU)
• Overseeing the workflow optimization for reverse logistics for returns
• Ensure best-in-class interaction between delivery associates and customers
• Define and manage the EXT experience journey
• Identify pain points for forward and reverse delivery through a proactive deep-dive culture to ensure appropriate improvement initiatives are activated
• Ensure continuous reporting and monitoring of key metrics to ensure quality control and efficiency of resolution management
• Create a knowledge management centre across customer experience teams to equip them with the right tools (inclusive of in-depth understanding of  forward delivery methods, product catalog, price/discount, payment and delivery streams, refund/return lead time, and service offerings across e-commerce, on-demand services and Jumia Pay)
• Ensure that customer journey for forward & reverse can be adapted to optimize user experience across 10 unique markets in Africa

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in business management, engineering or social sciences
• Three to five years of operations experience in a similar capability; with experience in process mapping and project management
• ​Demonstrated ability to problem-solve and deep-dive on complex challenges; leveraging on data as a key parameter for decision-making
• Extensive experience in process-mapping and work-flow management in an operations-centric setting
• Stellar project management and execution skills to navigate project milestones end to end
• Strong influencer, leveraging on clear and concise communication to manage relevant stakeholders in operations, marketing and commercial that holistically shape shopping experience

How to Apply:

All applicants who wish to join Jumia should apply online at the link below.

Click Here

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