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Profession (Finance & FinTech)
Industry (Sales, marketing, promotion)
Seniority (Sales, marketing, promotion, Finance & FinTech)
© Fuzu Ltd
M-KOPA
Finance & FinTech
Description
Job Purpose
Key Job Functions
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.
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
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
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