Retail Manager
M-KOPA · Uganda · OnSite
About the job
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/e9247ab6-31ed-4bb6-ab77-dfa6e4fef59a/M-KOPA%20Pic.jpg] 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 capabili
Requirements
Retail