Job Summary

We are seeking a Senior Manager to join our Retail and Logistics team as we scale and strive to ensure universal access to digital and financial services in our markets.

 As the Senior Manager of Retail and Logistics, you will oversee M-KOPA's retail, warehouse, and logistics operations in Uganda Your primary focus will be ensuring customer satisfaction, efficient phone servicing, and optimal sales and inventory management

Roles, Duties, and Responsibilities

• Oversee the safety, leasing, and management of stock in the warehouse
• Manage inventory end-to-end
• Ensure real-time visibility of stock on hand
• Handle daily transactions and stock receipt, RFS, and order processing planning
• Manage and improve efficiency in stores
• Optimize the retail network as stock hubs, sales centers, and customer service centers
• Develop, implement, and monitor processes and systems to enhance the customer experience in the field
• Monitor and manage the Fresh Desk ticket backlog in retail
• Provide regular training to shop staff on new products to improve service
• Ensure shop staff receive regular training on device troubleshooting and maintain accurate device diagnostics
• Manage E2E phone servicing and stakeholder interactions, collaborating with the Global contact person (OEM and 3P repair partners) to enhance phone customer experience, efficiency, and quality
• Ensure the device escalation mechanism is established and functioning effectively for the Device team in the market
• Push field and customer service teams to improve diagnostic quality and speed for faster device repairs and reduced no-fault-found returns
• Work with stores to handle open phone service tickets
• Scale retail, logistical, and operational activities to support growth, accommodating more customers and locations
• Collaborate with third-party partners to plan staffing, branding permits, expectations, and deliverables
• Conduct regular store audits to improve repeat customer experiences
• Work closely with the marketing team to manage store branding and marketing (posters, BTL, T-shirts)
• Develop and monitor annual budgets for retail and logistics operations to ensure cost-effective resource utilization
• Monitor and manage operating costs at all retail locations while staying within budget limits

Qualifications, Education, and Skills

Skills: 
Ability to use data visualization tools like Looker 
Strong written and spoken communication abilities that are clear and concise 
Comfortable with statistics, analytical thinking, and interpreting trends and graphs 
Extensive experience in cost-saving decisions, such as ROI analysis and KPI monitoring 
Ability to oversee desk-based resources and field-based operational teams, ensuring all retail functions are coordinated, prioritized, and successful 
Interpersonal skills to engage with key stakeholders, manage company expectations, and interact with customers and employees 
Positive, learning-focused mindset and ability to take ownership

How to Apply

We would love to hear from you if you want to make a difference and help promote financial excellence in a fast-paced and innovative environment 

To apply, click the APPLY button below