CXP Manager

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

What you’ll do:

• Develop and implement company-wide return and refund policies to optimize the customer experience and minimize business losses.
• Monitor all return and refund requests across multiple channels, including the website, customer service, and payment gateways.
• Coordinate with warehouse, logistics, and finance teams to ensure the timely resolution of every case.
• Track return trends and root causes to identify product quality issues, fraud attempts, or process gaps.
• Partner with product and quality control teams to implement data-driven strategies for reducing return rates.
• Oversee and train a dedicated team responsible for daily return processing and customer communications.
• Maintain strict compliance with consumer laws, payment gateway policies, and internal service level agreements (SLAs).
• Analyze performance metrics such as turnaround time, refund accuracy, and customer satisfaction scores.
• Manage refund budgets and conduct regular financial reconciliations in collaboration with the finance department.
• Enhance the customer journey through empathetic communication and efficient problem-solving.
• Monitor and manage the quality return rate to protect the platform’s reputation and standard.

What we are looking for:

• Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field.
• 3–5 years of experience in e-commerce operations, returns management, or customer service leadership.
• Proven track record of managing logistics workflows, inventory systems, and payment processes.
• Strong leadership skills with experience managing and developing small-to-medium teams.
• Advanced analytical abilities with proficiency in Excel or Google Sheets for operational reporting.
• Exceptional conflict-resolution skills and the ability to handle high-stakes customer escalations.
• Thorough knowledge of consumer rights, refund regulations, and e-commerce compliance.
• High level of integrity and attention to detail in managing financial transactions and data.
• Ability to drive process improvements in a fast-paced, results-oriented environment.

Kindly make your application by 14th September 2026

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager