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 to ensure a seamless experience for M-KOPA customers and sales agents across all retail channels. Own multi-channel stock operations by managing device stock across service centres, stocking points, depots, partner/3rd-party locations, telco/non-telco outlets, zones, and repair centres. Lead retail network strategy and governance, set standards and controls, oversee openings, relocations, and closures to ensure compliant end-to-end execution. Ensure inventory control and accountability with strong stock management across all outlets. Drive stock optimisation by monitoring device aging, coordinating rebalancing, reducing slow-moving stock, and preventing losses in collaboration with Retail Team Leads, Audit, BI, Sales, and regional leadership. Own retail systems and tools by ensuring correct setup, usage, and maintenance of retail tools such as warehouse setup, outlet creation/closure, logging, trackers, and dashboards. Manage third-party/partner performance and service quality by setting 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 and servicing coordination by managing 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 as the escalation point for complex retail issues involving customers, sales agents/DSRs, stock, outlet conduct, and process blockers. Lead process improvement and compliance by streamlining workflows and governing retail policies and SOPs (inventory, conduct, shop operations, cancellations). Ensure safety, security and outlet compliance by maintaining required EHS/operating standards, safe stock storage, utilities, documentation, and security controls. Manage budgets and cost reporting by controlling retail spend within mandate and tracking and explaining costs with Finance/Operations. Lead people and performance by coaching, mentoring, and managing performance; serve as the HRBP point of contact for retail teams. Provide cross-functional leadership by coordinating 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 and documentation by keeping 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 is advantageous. 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.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews may take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.