Retail Team Lead

Responsibilities

• Oversee operations across service centres, stock depots, and sales points
• Drive customer experience standards and resolve escalated issues
• Supervise stock controllers, oversee inventory tracking, and conduct regular audits
• Manage shop branding, maintenance, and physical retail presence
• Develop and manage the retail knowledge base and training schedules
• Lead a diverse team including Retail Trainers and Customer Care Executives
• Manage staff rosters, recruitment, onboarding, and performance reviews
• Maintain CASAT and SLA reporting and ensure policy adherence

Requirements

• Proven experience in a retail team leader or supervisory role
• Demonstrated track record in managing stock control and multi-site operations
• Strong working knowledge of inventory management systems and retail processes
• Ability to manage diverse teams and drive performance
• Willingness to travel countrywide
• Strong prioritization and proactive problem-solving skills

About the Company

M-KOPA has served more than 7 million customers across Africa, unlocking over $2 billion in credit. We are a fast-growing company recognized by the Financial Times and TIME100, focused on providing formal financial services to the unbanked.