As Regional Retail Operations Team Lead, you'll oversee retail operations across Enugu - managing stock reconciliation, inventory allocation, phone repairs, reverse logistics, and shop assistant support across multiple retail points. You'll manage stock shortage mitigation, DSR holding levels, aged stock returns, cancellations, and payment collections. You'll coach shop assistants on processes and systems, develop retail strategies that support business objectives, train new Stock Controllers, and create virtual depot operations. You'll resolve operational issues as they arise and track shop assistant performance.
M-KOPA is a pan-African fintech providing asset financing and credit to underserved customers across Kenya, Uganda, Nigeria, Ghana and South Africa. We now serve 10 million customers and have extended $2B+ in credit, backed by 2,300+ employees and 35,000+ field agents. 86% of our customers are satisfied, and 55% are first-time users of formal financial services.
This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Manager, Retail Operation.
In most retail jobs, stock is a cost line. Here, it is the product that carries a customer’s credit journey. If a device is missing, a repair runs late or a DSR is out of stock, someone’s access to finance stalls. You will see the effect of your work in customer satisfaction, not just in a stock report.
Manage stock reconciliation across the region - reordering understocked SKUs, managing DSR holding levels within min-max, tracking aged stock returns and reallocations.
Support phone repair logistics within SLA and customer pickups. Oversee reverse logistics adherence and cancellation closure timelines.
Track collection and payment performance.
Coach shop assistants on processes, products, M-KOPA.net systems, and customer service standards. Develop retail strategies that support regional business objectives. Resolve operational issues as they arise.
Track and report shop assistant performance. Train new Stock Controllers and conduct weekly refresher training for existing teams.
Create and manage depot operations.
3 years demonstrable experience in field office, customer care, sales, or retail operations; you've managed inventory, coached teams, and driven operational excellence at scale.
Diploma or Degree in Customer Service, Inventory Management, or related field. Experience managing retail operations in multiple locations is valuable.
Strong technical knowledge of inventory management, reverse logistics, stock allocation, and retail systems. Comfort managing multiple operational metrics simultaneously.
Excellent people leadership skills - you coach, develop, and motivate teams. You communicate clearly, listen well, and build collaborative relationships with diverse retail teams.
Strategic operational thinking- you see how daily operations connect to business objectives and develop strategies that support growth.
This role requires leadership across complexity. You'll manage operations across four regions with different retail contexts. You'll balance multiple competing priorities; stock management, training, logistics, and performance tracking - simultaneously. You'll work in field environments, conduct regular shop visits, and navigate dynamic retail situations.
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, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
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.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.