---
title: 'Retention Manager at M-KOPA'
canonical: 'https://feeny.ai/job/retention-manager-m-kopa-uganda-a48tzkpmj5fz'
type: 'job'
last_seen: '2026-09-21'
---

# Retention Manager at M-KOPA

- **Company:** [M-KOPA](https://feeny.ai/companies/m-kopa)
- **Location:** Uganda
- **Employment:** full-time
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-21
- **Apply:** https://jobs.ashbyhq.com/m-kopa/ac87dffb-3a32-4197-94da-4cdb250d230d

## Job description

We are looking for a Retention Manager to lead Uganda's Customer Retention and Telesales operation, converting existing customers into repeat-product sales through disciplined campaign execution, strong coaching, and rigorous performance management.

This role offers the opportunity to own Uganda's entire retention engine—from campaign design to team culture to conversion outcomes. You'll be the commercially minded leader who turns existing customer relationships into repeat revenue, builds a coaching-first team culture that raises performance standards, and partners with Product, Credit, Finance, Marketing, and BI to remove the blockers that prevent conversion. This isn't a role for someone who manages activity. It's for someone who manages outcomes—and knows the difference.

## About Us

We foster a culture where commercial sharpness meets customer-centricity. Our team values data-driven decision-making, disciplined execution, and leadership that creates urgency without compromising customer trust. You'll be empowered to design campaigns, coach Team Leaders, improve processes, and drive conversion metrics that directly contribute to M-KOPA Uganda's growth and customer loyalty. Working at one of Africa's fastest-growing fintechs—recognized by the Financial Times four years running and TIME100 Most Influential Companies—your work impacts millions of Ugandan customers and the business that serves them. At M-KOPA, our Retention Manager isn't just a telesales manager—they're the architect of a high-accountability sales culture that protects customer relationships while consistently driving repeat business and revenue growth.

Why This Role is Different: Retention is one of the most commercially consequential functions in any fintech. Every eligible customer who doesn't convert to a repeat product is revenue lost—and trust that didn't deepen. The Retention Manager is the person who closes that gap. You'll design the campaigns, set the routines, coach the coaches, and fix the processes that determine whether M-KOPA Uganda keeps the customers it has worked hard to earn. You'll have real authority, real accountability, and real impact. If you've been in a telesales or retention role where you could see exactly what needed to change but couldn't drive it—this is that mandate.

In this role, you would be responsible for:

Lead Daily Retention Operations

- Managing the day-to-day performance of Uganda's retention and telesales team across outbound, inbound, special-project campaigns, and cash loans
- Ensuring clear daily priorities, strong queue discipline, and timely follow-up on high-intent customer leads—no lead left behind
- Managing cash-loan performance by monitoring weekly and monthly results, escalating critical issues, and partnering with Product and stakeholders to resolve root causes and improve performance

Drive Campaign Performance and Conversion

- Designing and executing telesales campaigns by aligning leads, products, scripts, staffing, and follow-up routines into one coherent execution engine
- Monitoring lead management including conversion, contact rate, agent productivity, and revenue targets to identify performance gaps and opportunities to meet Retention targets
- Partnering with Product, Credit, Finance, Marketing, BI, Customer Care, and Retail teams to remove blockers and improve campaign outcomes

Build a Strong Sales and Coaching Culture

- Coaching Team Leaders and agents on pitch quality, objection handling, closing discipline, and customer-first selling
- Using call listening, QA findings, scorecards, and performance reviews to improve consistency and raise team standards systematically
- Developing Team Leaders into coaching-first managers who can run structured daily performance routines without needing constant direction

Strengthen Processes, Controls, and Customer Experience

- Continuously improving telesales processes to increase revenue, reduce leakage, and manage operating costs
- Ensuring accurate lead handling, compliant customer communication, honest dispositions, and adherence to consumer protection principles
- Maintaining clear controls around commissions, escalations, lead ownership, and customer follow-up

Develop and Manage the Team

- Hiring, onboarding, mentoring, and performance-managing Team Leaders and retention representatives
- Creating a motivating team environment with clear expectations, regular feedback, and visible career development paths
- Leading planning for team capacity, leave, coverage, and high-performing agent segments

What Success Looks Like:

- Higher conversion from eligible retention customers into repeat-product sales
- Stronger daily operating rhythm across Team Leaders and agents
- Better lead follow-up discipline, fewer stale tickets, and faster response to high-intent customers
- Clearer coaching standards, improved pitch quality, and reliable performance management
- Improved collaboration with critical stakeholders to solve retention blockers

Your application should demonstrate:

## Qualifications & Experience

- Bachelor's degree in Business, Sales, Operations, Marketing, or a related field
- Over 5+ years' experience in Telesales, Customer Retention, or commercial operations
- 3+ years in Telesales or Customer Retention management
- Proven ability to use data, scorecards, and coaching routines to improve sales performance
- Experience designing or running campaigns, managing lead pipelines, and improving conversion rates
- Strong presentation, communication, coaching, and people-management skills
- Demonstrated commitment to ethical selling, customer protection, and compliant sales processes

Technical Competencies

- Sales operations and campaign management
- Performance analytics and reporting
- Customer segmentation and lead management
- Sales coaching and call-quality improvement
- CRM/ticketing systems, ideally Freshdesk or similar
- Stakeholder management across multiple functions
- Customer retention product knowledge
- Process improvement and operational controls

If the above is of interest to you, please apply.

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)

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