Retail Manager

We are looking for a Retail Manager to join our Retail group as we scale up and drive digital and financial inclusion across our markets.

Job Purpose

The purpose of the Retail Manager role is to provide leadership and support towards the delivery of the M-KOPA Uganda retail strategy. The Retail Manager will provide leadership and support over the day-to-day operations of the M-KOPA Uganda retail function.

The role holder leads multiple customer- and sales agent-facing teams across multiple locations and sales channels. Responsibilities for this role include overseeing the in-country operations across retail outlets.

Key Job Functions

Manage day-to-day retail operations. Ensure a seamless experience for M-KOPA customers and sales agents across all retail channels.

Own multi-channel stock operations. Manage device stock across service centres, stocking points, depots, partner/3rd-party locations, telco/non-telco outlets, zones, and repair centres.

Lead retail network strategy & governance. Set standards and controls; oversee openings, relocations, and closures to ensure compliant end-to-end execution.

Ensure inventory control & accountability. Maintain strong stock management controls across all outlets.

Drive stock optimisation. Monitor device aging, coordinate rebalancing, reduce slow-moving stock, and prevent losses in collaboration with Retail Team Leads, Audit, BI, Sales, and regional leadership.

Own retail systems & tools. Ensure correct setup, usage, and maintenance of retail tools (e.g., M-KOPAnet warehouse setup, AMT outlet creation/closure, Freshdesk logging, trackers, dashboards).

Manage third-party/partner performance & service quality. Set operating standards and governance; manage partner/depot operations and landlord relationships; use operational data to identify root causes and improve customer experience with cross-functional teams.

Oversee device swaps, repairs & servicing coordination. Manage retail-side processes, handoffs to repair centres, and customer communication on eligibility; align with Care Center, Repair, QA, and Training where required.

Own escalation management. Act as the escalation point for complex retail issues involving customers, sales agents/DSRs, stock, outlet conduct, and process blockers.

Lead process improvement & compliance. Streamline workflows and govern retail policies/SOPs (inventory, conduct, shop operations, cancellations).

Ensure safety, security & outlet compliance. Maintain required EHS/operating standards, safe stock storage, utilities, documentation, and security controls.

Manage budgets & cost reporting. Control retail spend within mandate; track and explain costs (rent, reimbursements, allowances, outlet costs) with Finance/Operations.

Lead people & performance. Coach, mentor, and manage performance; serve as the HRBP point of contact for retail teams.

Provide cross-functional leadership. Coordinate with Sales, BI, Audit, Warehouse, Care Center, Finance, HR, Marketing, Admin, Procurement, Legal, Fraud, and regional leadership to remove blockers and manage risk.

Maintain retail knowledge & documentation. Keep policies, trackers, templates, reports, agreements, and operating documents accurate and accessible for onboarding and audits.

Reporting Structure

Reports To: Head of Operations

Qualifications & Experience

• Education
• A Bachelor's degree in Business Administration, Operations/Supply Chain Management, Logistics, or a related field.
• Experience
• A demonstrable track record in operational management roles.
• At least 3 years specifically in a leadership or people-management capacity.
• Experience in retail management, inventory management, returns management, customer service, and third-party contract management (advantage)
• Skills & Competencies
• Proficiency in data visualization systems.
• Strong comfort with data, analytical thinking, and interpretation of trends and graphs.
• Strong background in cost-effective decision-making and KPI monitoring
• Ability to manage field-based operational teams and desk-based resources, ensuring coordination, prioritization, and effectiveness across retail functions
• Strong leadership and team development
• Stakeholder management and influencing skills
• High integrity and strong accountability mindset
• Customer-centric mindset and service quality focus
• Risk awareness (stock loss, fraud, compliance)
• Change management and continuous improvement capability
• Ability to work under pressure and manage escalations effectively
• Why M-KOPA?
• At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
• Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
• Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
• Important Notice
• M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
• M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
• M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.