Retail Manager

Job Purpose

The purpose of the Retail Manager role is to provide leadership and support towards the delivery of the M-KOPA Uganda retail strategy. The Retail Manager will provide leadership and support over the day-to-day operations of the M-KOPA Uganda retail function.

The role holder leads multiple customer- and sales agent-facing teams across multiple locations and sales channels. Responsibilities for this role include overseeing the in-country operations across retail outlets.

Key Job Functions

• Manage day-to-day retail operations. Ensure a seamless experience for M-KOPA customers and sales agents across all retail channels.
  

• Own multi-channel stock operations. Manage device stock across service centres, stocking points, depots, partner/3rd-party locations, telco/non-telco outlets, zones, and repair centres.
  

• Lead retail network strategy & governance. Set standards and controls; oversee openings, relocations, and closures to ensure compliant end-to-end execution.
  

• Ensure inventory control & accountability. Maintain strong stock management controls across all outlets.
  

• Drive stock optimisation. Monitor device aging, coordinate rebalancing, reduce slow-moving stock, and prevent losses in collaboration with Retail Team Leads, Audit, BI, Sales, and regional leadership.
  

• Own retail systems & tools. Ensure correct setup, usage, and maintenance of retail tools (e.g., M-KOPAnet warehouse setup, AMT outlet creation/closure, Freshdesk logging, trackers, dashboards).
  

• Manage third-party/partner performance & service quality. Set operating standards and governance; manage partner/depot operations and landlord relationships; use operational data to identify root causes and improve customer experience with cross-functional teams.
  

• Oversee device swaps, repairs & servicing coordination. Manage retail-side processes, handoffs to repair centres, and customer communication on eligibility; align with Care Center, Repair, QA, and Training where required.
  

• Own escalation management. Act as the escalation point for complex retail issues involving customers, sales agents/DSRs, stock, outlet conduct, and process blockers.
  

• Lead process improvement & compliance. Streamline workflows and govern retail policies/SOPs (inventory, conduct, shop operations, cancellations).
  

• Ensure safety, security & outlet compliance. Maintain required EHS/operating standards, safe stock storage, utilities, documentation, and security controls.
  

• Manage budgets & cost reporting. Control retail spend within mandate; track and explain costs (rent, reimbursements, allowances, outlet costs) with Finance/Operations.
  

• Lead people & performance. Coach, mentor, and manage performance; serve as the HRBP point of contact for retail teams.
  

• Provide cross-functional leadership. Coordinate with Sales, BI, Audit, Warehouse, Care Center, Finance, HR, Marketing, Admin, Procurement, Legal, Fraud, and regional leadership to remove blockers and manage risk.
  

• Maintain retail knowledge & documentation. Keep policies, trackers, templates, reports, agreements, and operating documents accurate and accessible for onboarding and audits.
  

Reporting Structure

Reports To: Head of Operations

Qualifications & Experience

Education

• A Bachelor's degree in Business Administration, Operations/Supply Chain Management, Logistics, or a related field.
  

Experience

• A demonstrable track record in operational management roles.
  

• At least 3 years specifically in a leadership or people-management capacity.
  

• Experience in retail management, inventory management, returns management, customer service, and third-party contract management (advantage)
  

Skills & Competencies

• Proficiency in data visualization systems.
  

• Strong comfort with data, analytical thinking, and interpretation of trends and graphs.
  

• Strong background in cost-effective decision-making and KPI monitoring
  

• Ability to manage field-based operational teams and desk-based resources, ensuring coordination, prioritization, and effectiveness across retail functions
  

• Strong leadership and team development
  

• Stakeholder management and influencing skills
  

• High integrity and strong accountability mindset
  

• Customer-centric mindset and service quality focus
  

• Risk awareness (stock loss, fraud, compliance)
  

• Change management and continuous improvement capability
  

• Ability to work under pressure and manage escalations effectively