Ignite retail excellence by spearheading cutting-edge inventory management, top-tier customer service, and vibrant shop operations. You'll inspire our teams to embrace M-KOPA's "Power to Own," driving innovation, strengthening relationships, and making our outlets shine as beacons of our brand's success.

Key Reponsibilities


1. Inventory Management:

a. Promote inventory management best practices by enforcing the inventory management policy, monitoring outlet inventory management performance and sharing timely periodic reports and feedback in line with set performance standards for continuous improvement.

2. Customer Servicing:

a. Monitor Retail Outlets’ customer servicing performance and share timely periodic reports and feedback in line with set performance standards for continuous improvement.

b. Closely work with different teams and other departments to resolve all customer-related issues within stipulated SLAs

3. Retail Training:

a. Develop, manage, and continuously improve the Retail knowledge base in collaboration with the Retail trainers

b. Managing the training schedule and materials

4. Identifying knowledge gaps and closing them with training and process improvements

4. Shop Management

a. Outlet brand management and execution in close collaboration with the Retail Senior Manager and the Marketing department

b. Manage shop renovations and maintenance.

c. Managing shop look and feel

d. Manage the acquisition and updating of shop permits

5. Relationship Management

a. Manage the M-KOPA – Landlord/Depot Shop Owner (DSO) relationship

b. Manage the relationship between Retail and other internal customers eg Sales, Retention etc.

6. People Management

a. Manage stock controllers/customer care executives/outlet assistants’ performance

b. Ensure adherence to Retail SOPs

c. Ensure adherence to company-wide policies

6. EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION

REQUIRED (Minimum level of experience, skills and competencies, licenses & certifications and education required to perform effectively in the role)

• Bachelor's degree in any discipline from a recognized University

• A minimum of 1 years’ experience as a Team Leader in any area of Operations.

• Flexible and adaptable

• Excellent leadership capability

• Willingness to work countrywide and travel

• Excellent Influencing skills

• Proficiency in MS Office

• Demonstrate a high level of integrity, work ethic and a proactive, collaborative, positive attitude and people management.