Francis Dufay has been CEO of Jumia Côte d'Ivoire since 2014. Before joining Jumia, he worked at McKinsey & Company from 2009 to 2014, where he participated in projects in Europe and sub-Saharan Africa focused on e-commerce, retail, the public sector, and economic development. He holds an MBA in marketing from Northwestern University – Kellogg School of Management in Evanston, Illinois (USA), a master's degree in management from the Community of European Management Schools (CEMS), and an MSC from HEC Paris.
How are you managing the coronavirus health crisis?
We are working 24/7 with our teams, making hundreds of decisions for our employees, salespeople, and partners, and trying to adapt to this unpredictable situation. We must remain humble in the face of this rapidly changing situation and are doing our best to help our customers. In Ivory Coast, we cover not only the main cities but also rural areas. We ensure that all our employees, vendors, and partners everywhere comply with the strictest health standards. We are adapting our operations to continue to fulfill our mission for our consumers, and we are trying to make the most of our platform to respond to this exceptional situation.
Is this an opportunity for you to stand out?
For seven years, we have been providing our customers with convenient online shopping services, but now the context is different. We are giving them access to basic and essential products and services to enable them to stay safe at home. Today, more than ever, we are trying to provide solutions for all their important daily needs. We must also mention contactless delivery, encouraging online payments, stocking essential products at low prices, and so on.
What are your main challenges?
No one could have predicted this situation, and now that it has arisen, we must react quickly and adapt to protect everyone. All our Jumia delivery drivers and delivery point agents have therefore been trained and equipped to comply with good health practices. All our delivery points have received hand washing kits, protective gloves, masks, and have put up signs to ensure that the 1-meter distance is respected. All our delivery drivers have been provided with the necessary sanitary equipment (gloves, hand sanitizer, masks) and safety instructions to follow during deliveries.
Have you seen an increase in traffic on your platform?
In light of the measures taken by the Ivorian authorities regarding social distancing and partial lockdown, as well as the closure of restaurants and supermarkets, people have changed their habits. They are increasingly turning to online shopping via our platforms: computers, mobile websites, and mobile apps. We are ensuring that essential everyday products are available.
Have you noticed an increase in the number of online purchases? Which products are in highest demand?
Jumia is currently playing a very important role in the mass distribution of food and hygiene products to the entire population of Abidjan and the interior. We have been distributing several food and hygiene items every day since the start of the COVID-19 crisis, including many essential food products (rice, pasta, bottled water, oil) and soaps and disinfectants, which are currently indispensable. By delivering them to people's homes, we are preventing them from having to go to crowded areas where the virus is transmitted.
Have you taken any special measures to assist and support the public authorities in the fight against the epidemic?
Today, we want to support all actions where Jumia can be relevant. We are working with various local authorities, which are involving the private sector in the fight against COVID-19. Jumia has donated more than 15,000 medical masks and infrared thermometers to the Ivorian government, delivering them to the Ministry of Security and Civil Protection and the Ministry of Health and Public Hygiene to help protect the population against COVID-19. We serve more than 88 cities in Côte d'Ivoire and are willing to make this logistics network available to the Ivorian government to distribute any products that the authorities ask us to deliver to the interior (e.g., hygiene and sanitary equipment). We are available to respond to any requests we receive from the health authorities.