We are looking for a Retail Operations Manager to join our Retail team in Nairobi as we scale up and drive digital and financial inclusion across our markets.

As a Retail Operations Manager, you will become the operational heartbeat of our retail network, ensuring that every customer touchpoint across Kenya delivers excellence while our teams have everything they need to succeed. Working at the intersection of data-driven insights and hands-on leadership, you'll orchestrate seamless operations across multiple locations, translate complex operational challenges into actionable solutions, and ensure that every retail outlet becomes a beacon of opportunity in its community.

At M-KOPA, retail operations aren't just about managing stores—it's about creating gateways to financial inclusion. In this role, you will transcend traditional operations management to become a strategic architect of customer access. You will design and implement operational excellence frameworks that don't just maintain standards but elevate experiences, working closely with cross-functional teams to ensure our retail network scales sustainably while maintaining the personal touch that makes M-KOPA special.

We believe in operational excellence through people empowerment and data-driven decision making. You will monitor and optimize performance across our entire retail footprint, lead distributed teams with coaching and development, and create customer experiences that turn every visit into a step toward financial empowerment. Your operational expertise will be crucial in identifying opportunities for improvement and ensuring accountability across all touchpoints.

You'll ensure complete operational oversight across M-KOPA Kenya's retail network through systematic performance monitoring and proactive issue identification. You'll monitor stock management across all outlets, oversee inventory reconciliation, and ensure optimal stock levels while coordinating escalations for prompt resolution. You'll also track network performance metrics, monitor cost expenditure, and ensure compliance with safety and operational standards.

Your role involves leading regional teams with regular performance reviews and coaching, setting performance standards, and optimizing field resource deployment. You'll handle complex customer escalations while tracking satisfaction metrics across all outlets, and work with cross-functional teams including Sales, Customer Care, and Supply Chain to resolve operational challenges.

This is an on-site role in Nairobi reporting to the Senior Manager Retail.

Success in this role comes from a unique blend of operational excellence and inspirational leadership. We need someone who has walked the path of complex retail operations and understands that true operational success lies in empowering distributed teams while maintaining unwavering standards. Your experience should tell a story of driving accountability across multiple locations while building cultures of excellence and customer-centricity.

We are seeking someone whose career demonstrates a deep understanding of how retail operations can enable business growth. Perhaps you have 5+ years of experience in operation-related roles with at least 3 years in retail operations oversight, where you've managed distributed teams and driven improvements in customer service levels. Maybe you've been the operations leader who spotted patterns in data and translated them into actionable improvements that transformed customer experiences.

Your Bachelor's degree in Business, Operations Management, or related field should be complemented by proven experience managing wide retail network setups and cross-functional collaboration in matrix environments. Your ability to track and interpret operational KPIs should be second nature, as should your proficiency with Microsoft Office Suite and retail operations systems.

The ideal candidate will have strong team leadership skills for managing distributed teams, implementation support abilities, and operational intuition with the ability to spot patterns and connect data trends to real-world issues. Experience with inventory management and customer care systems would give you valuable context for the technical aspects of the role.

Most importantly, we need someone who embodies our values of excellence, accountability, and customer-centricity – someone who doesn't just want a job but wants to be part of a mission that's creating accessible pathways to financial inclusion across an entire continent.

If this sounds like the challenge you've been waiting for, where your expertise in retail operations and team leadership can truly make a difference in scaling financial access for millions, we want to hear your story.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.