The Head of Fulfilment is a pivotal leadership role responsible for directing, standardizing, and optimizing Jumia’s core warehousing operations across four key functional units: Inbound, Inventory, Outbound (Order Processing Unit), and Aftersales. Reporting directly to the Chief Supply Chain Officer, this role oversees the entire product lifecycle from initial vendor receipt and stock control to order assembly and post-delivery returns.  

By leading dedicated warehouse and aftersales teams, designing operational dashboards, and implementing continuous process improvements, the Head of Fulfilment drives operational efficiency, minimizes stock loss, ensures strict SLA compliance, and optimizes unit costs to support scalable e-commerce growth. 

What you will be doing:

1. Core Unit & Operations Management
   • End-to-End Operational Oversight: Direct daily warehousing operations across Inbound, Inventory, Outbound, and Aftersales departments to achieve key target KPIs and process efficiency.  
   • Order Lifetime Analysis: Monitor order life cycles across the warehouse floor to identify process bottlenecks, eliminate backlogs, and continuously optimize throughput.  
   • Process Standardization: Design, implement, and audit standardized processes and SOPs across all warehousing units to elevate overall operational quality.  System & Tech Alignment: Liaise closely with technical support and central logistics teams regarding Warehouse Management Systems (WMS) updates, incidents, and system troubleshooting.  
   • Out-of-Stock (OOS) Control: Implement proactive inventory protocols to prevent out-of-stock scenarios across Jumia online shops. 
2. Finance, Stock Control & GovernanceFinancial Accuracy:
   • Ensure all month-end, quarter-end, and year-end warehouse financial processes and audits are executed accurately and on schedule.  
   • Stock Health & Shrinkage Prevention: Establish robust stock management processes, cycle count routines, and security measures to ensure zero stock loss, accurate stock counts, and complete investigation of variances.  
   • Operational Cost Control: Drive initiatives to reduce the unit cost of fulfillment while increasing the loss-recovered-to-write-off ratio for returned/damaged items. 
3. SLA & Quality Assurance Performance Reviews:
   • Monitor incident tickets, operational backlogs, and overall SLA health in real time.
   • Quality & Compliance: Oversee strict compliance for inventory storage conditions, quality check (QC) accuracy at inbound, and precise processing of vendor/customer returns.  
   • SLA Adherence: Ensure strict adherence to customer and vendor delivery promise times across all network nodes. 
4. Team Leadership & Stakeholder Management
   • People Leadership: Direct, mentor, and build capability across the warehousing and aftersales leadership teams.  
   • Cross-Functional Collaboration: Partner with commercial teams, customer service, and external vendors/3PLs to coordinate hub capacities, volume limits, and handover schedules.  

What we are looking for:

1. Education & Certifications
   • Degree: Bachelor’s degree from an accredited university in Business Administration, Supply Chain Management, Logistics, Engineering, or Economics.
   • Certifications: Professional certification in Logistics or Supply Chain Management (e.g., APICS, CSCP, CIPS) is an added advantage.  
2. Experience
   • Minimum of 6 years of progressive operational leadership in high-volume e-commerce fulfillment, FMCG, or large-scale warehouse management.  
   • Functional Mastery: Demonstrated track record directly managing Inbound, Stock/Inventory, Outbound processing, and Reverse Logistics/Aftersales.  
3. Technical & Analytical Competencies
   • Advanced Data Analytics: Advanced proficiency in Microsoft Excel to analyze operational metrics and build custom reports.  
   • Systems Proficiency: High degree of comfort with Warehouse Management Systems (WMS), ERP tools, Google Workspace, and operational dashboard reporting tools.
4. Leadership & Soft Skills
   • Leadership & Entrepreneurial Drive: High level of autonomy, self-direction, and independent follow-through ability in fast-paced environments.  
   • Problem Solving & Coordination: Strong problem-solving skills, stakeholder negotiation, and cross-cultural communication capabilities.  
   • E-commerce Understanding: Deep grasp of e-commerce fulfillment best practices, along with seller and customer behavior dynamics.  

Deadline for applications: 30-09-2026

Rounds of Interviews: 1. HR Screening; 2. Technical interviews with potential manager

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