Head of Fulfillment

About the role

The Head of Fulfillment will lead Jumia's end‑to‑end warehousing and after‑sales operations across the Accra and Tema regions. This senior role is responsible for driving operational efficiency, financial accuracy, and high service level compliance while building strong teams and cross‑functional partnerships.

Key responsibilities

• Direct daily warehousing operations across inbound, inventory, outbound, and aftersales to meet KPIs.
• Monitor order life cycles, identify bottlenecks, and optimize throughput.
• Design, implement, and audit standardized SOPs for all warehousing units.
• Coordinate with technical support and logistics teams on WMS updates and troubleshooting.
• Implement proactive inventory protocols to prevent out‑of‑stock situations.
• Ensure accurate month‑end, quarter‑end, and year‑end financial processes and audits.
• Establish stock health procedures, cycle counts, and loss‑prevention measures.
• Drive initiatives to reduce fulfillment unit costs and improve recovery of returned items.
• Oversee SLA compliance, incident ticket resolution, and quality assurance.
• Enforce compliance with storage conditions, inbound QC accuracy, and returns processing.
• Lead, mentor, and develop warehousing and aftersales leadership teams.
• Collaborate with commercial, customer service, and external vendors/3PLs on hub capacity and handover schedules.