---
title: 'Retail Manager at M-KOPA'
canonical: 'https://feeny.ai/job/retail-manager-m-kopa-uganda-s6a3m61vc61z'
type: 'job'
last_seen: '2026-10-19'
---

# Retail Manager at M-KOPA

- **Company:** [M-KOPA](https://feeny.ai/companies/m-kopa)
- **Location:** Uganda
- **Employment:** full-time
- **Posted:** 2026-10-16
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/m-kopa/50c6ddb6-80ab-4f5d-86ab-4e4b084e4f59

## Job description

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

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

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](http://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.

## About M-KOPA

## Company Overview
- **One-liner**: M-KOPA is a leading African fintech platform that provides affordable financial and digital products to cash-based earners, enabling them to finance everyday essentials through daily micropayments.
- **Entity Type**: Private (Growth Stage)
- **Headquarters**: Nairobi, Kenya (Global HQ with additional offices in London, UK)
- **Founded**: 2010
- **Founders**: Jesse Moore (CEO & Co-Founder) and Nick Hughes

## Core Business
- **Primary Industry**: Fintech / Financial Services
- **Target Customers**: B2C focused on "Every Day Earners" — underserved, cash-based entrepreneurs and individuals across Sub-Saharan Africa who lack formal collateral, credit history, or a monthly salary.
- **Mission/Purpose**: "To make financing for everyday essentials accessible to everyone." Their core mission is to "finance progress" for millions of unbanked and underbanked people.

## Products & Services
- **Smartphone Financing**: The core entry product. Customers pay a small deposit (e.g., ~$35) followed by daily micro-instalments (~$0.50/day) via mobile money (like M-Pesa) to own a smartphone. This is the primary gateway to the digital economy.
- **Digital Loans**: After building a repayment credit history, customers can access small, flexible digital loans on an instalment basis.
- **Hospital Coverage (Insurance)**: Affordable health insurance packages offered via the same daily micropayment model.
- **Device Protection**: Insurance for the financed smartphone.
- **Affordable Data Bundles**: Digital subscriptions and data packages available on a similar instalment basis.

## Market Standing
- **Valuation**: Not publicly disclosed. However, M-KOPA has raised substantial growth capital from top-tier global investors.
- **Key Metric**: Over **$1.5 billion in cumulative credit deployed** to more than **5 million customers** across Kenya, Uganda, Nigeria, Ghana, and South Africa. [m-kopa.com](https://www.m-kopa.com/about)
- **Notable Investors**: Includes **Generation Investment Management** (co-founded by Al Gore), **Sumitomo Corporation**, and other leading impact and growth investors. Board members often come from these firms. [m-kopa.com](https://www.m-kopa.com/about)
- **Growth Signals**: M-KOPA now employs over **3,000 staff members** and has a direct sales force of over **30,000 agents**. The company operates one of the largest smartphone assembly factories in the region, producing over 1 million phones locally. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Competitive Advantages
- **Proprietary Tech & Data Stack**: Processes over **1 million payments daily**, using AI-driven analytics to create credit records for individuals with no formal financial history. This is a deep, defensible data moat.
- **Asset-Light Distribution**: A massive, managed direct sales force of 30,000 agents provides a powerful on-the-ground distribution network that is hard to replicate.
- **Customer-Centric Lending**: Offers "Inclusive, Fair, and Flexible" terms. No collateral or proof of income required. Customers can return a product, get their deposit back, and be released from obligations if they cannot pay. This builds immense trust. [m-kopa.com](https://www.m-kopa.com/about)
- **Vertical Integration**: From smartphone assembly to fintech lending to digital services, M-KOPA controls the entire value chain, creating a sticky ecosystem.

## Strategic Focus
- **Deepening Financial Services**: Expanding beyond smartphone financing into digital loans, insurance, and health coverage to become a comprehensive financial partner.
- **Geographic Expansion**: Already in 5 African countries (Kenya, Uganda, Nigeria, Ghana, South Africa) with potential for further market entry.
- **Leveraging AI for Credit Scoring**: Constantly improving their proprietary data models to offer more products and better manage risk for a traditionally "unscoreable" population.
- **M-KOPA Labs**: A research arm that deploys grants to test new technologies and extensions of their platform. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Why Work Here
- **Purpose-Driven Mission**: The work directly impacts financial inclusion and poverty alleviation for millions across Africa. A deeply motivating "why."
- **Rapid Growth & Scale**: Operating in a high-growth environment with a team of 3,000+, providing significant opportunities for career advancement and tackling complex, real-world problems.
- **Global, Pan-African Team**: A diverse team with a "proudly Pan-African footprint" and offices in London, offering a unique cultural experience.
- **Flexible Work**: Offers hybrid and remote working options that suit the demands of the role. [m-kopa.com](https://www.m-kopa.com/careers)
- **Strong Benefits Package**: Includes comprehensive health plans, learning & development resources, and recognition & rewards. They emphasize a culture of "Progress, Excellence, and Humility." [m-kopa.com](https://www.m-kopa.com/careers)
- **Engineering Culture**: Known for building a world-class tech stack from scratch for a unique market.

## Sources
1. [m-kopa.com/about](https://www.m-kopa.com/about)
2. [m-kopa.com/careers](https://www.m-kopa.com/careers)
3. [wikipedia.org/wiki/M-Kopa](https://en.wikipedia.org/wiki/M-Kopa)
4. [uk.linkedin.com/company/m-kopa](https://uk.linkedin.com/company/m-kopa)
5. [jobs.ashbyhq.com/m-kopa](https://jobs.ashbyhq.com/m-kopa)

## Other roles at M-KOPA

- [Sales Executive - Sango 6](https://feeny.ai/job/sales-executive-sango-6-m-kopa-ogun-3r04anv0t384) — Ogun
- [Sales Executive - Sango 5](https://feeny.ai/job/sales-executive-sango-5-m-kopa-ogun-gs2djckdgfv2) — Ogun
- [Warehouse Manager](https://feeny.ai/job/warehouse-manager-m-kopa-kenya-fndxm6qysgah) — Kenya
- [Retail Manager](https://feeny.ai/job/retail-manager-m-kopa-uganda-p9kgxwn55z0n) — Uganda
- [Telesales Representative – Customer Retention](https://feeny.ai/job/telesales-representative-customer-retention-m-kopa-ghana-5m39xjjhz9jf) — Ghana
- [Senior People Partner](https://feeny.ai/job/senior-people-partner-m-kopa-nairobi-1hht47nc8pf8) — Nairobi, Kenya
- [Sales Executive - Egbeda](https://feeny.ai/job/sales-executive-egbeda-m-kopa-lagos-5rxqf5atp681) — Lagos, Nigeria
- [Sales Trainer](https://feeny.ai/job/sales-trainer-m-kopa-ghana-ab9d871p4sdb) — Ghana
- [Finance Manager - Kenya](https://feeny.ai/job/finance-manager-kenya-m-kopa-kenya-t323gtb0n80f) — Kenya
- [Content Lead](https://feeny.ai/job/content-lead-m-kopa-lagos-p851ts2gpray) — Lagos, Nigeria