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

Role Summary:

As the Senior Manager, Retail and Logistics, you will be responsible for retail, warehouse and logistics operations with a focus on driving customer service excellence, managing phone servicing, supporting sales allocations and inventory management across M-KOPA's operations in Uganda.

You will be required to oversee the following functions in Uganda:

• Warehouse and Logistics (Inventory management, RFS, Order Management, Forward and Reverse logistics)

• Service Center Support (Shop stock management, swap management, stock controls)

• Phone Returns (manage servicing turnaround of phone repairs and servicing)

• Field Audit (monthly audits of shop management, shrinkage and aged stock management)

• Shop Brand Execution (Shop look and feel, shop renovation & branding maintenance, licenses and permits)

In this role, you'll be expected to:

• Manage warehouse leasing, stock operations, safety, and stock handling

• Oversee end-to-end inventory management

• Ensure accurate stock-on-hand visibility

• Manage daily transactions/planning in stock receipts, RFS, and order processing

• Manage and drive efficiencies in retail outlets

• Optimize the retail network as stock hubs, sales, and customer support centers

• Develop, implement, and monitor processes and systems to improve customer experience in the field

• Manage and track Fresh Desk ticket backlog in retail

• Ensure continuous training for shop attendants on new product introductions to drive service improvements

• Provide ongoing training for shop attendants on troubleshooting to resolve device issues and ensure accuracy of device diagnostics

• Manage E2E phone servicing, stakeholder relationships with close coordination with Global contact person (OEM and 3P repair partners) to improve phone customer experience, driving efficiency and quality

• Create and ensure proper device escalation process to Device team in market

• Drive improvement of diagnostics accuracy and speed in the field and customer care departments to reduce device resolution time and minimize no-fault-found returns

• Coordinate with shops to manage open phone servicing tickets

• Support expansion by scaling retail, logistics, and operations activities to enable geographic and volume growth

• Coordinate with third-party partners on staffing, branding permits, expectations, and deliverables

• Continuously evaluate retail outlets to facilitate repeat sales from return customers

• Manage branding and marketing in shops (posters, BTL, T-shirts) in close collaboration with the marketing team

• Develop and manage annual budgets for retail and logistics operations to ensure cost-effective resource allocation

• Monitor and control operational expenses within budget constraints across all retail locations

You Might Be a Good Fit If You Have:

• 7+ years' experience in an operational role (essential)

• Proven leadership experience

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

• Proficiency in data visualization systems i.e., Looker.

• Clear and effective written and verbal communication skills

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

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

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

• Interpersonal skills to effectively communicate with key stakeholders, manage business expectations, engage with customers and staff

• A positive, learning-oriented attitude and capacity for self-empowerment

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.