Job Title: Senior Manager – Retail & Logistics
Organisation: M-KOPA
Duty Station: Kampala, Uganda
About Organisation:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: 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.
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.
Key Duties and Responsibilities: 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
Qualifications, Skills and Experience:
- 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
How to Apply:
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 60