Job description
We are looking for a Regional Retail Operations Team Lead to join our Retail Team as we scale up and drive digital and financial inclusion across our markets.
Role Overview
As Regional Retail Operations Team Lead, you’ll oversee retail operations across Lagos Island, Sangotedo, Abraham Adesanya, Ajah, Eleganza, Chevron - managing stock reconciliation, inventory allocation, phone repairs, reverse logistics, and shop assistant support across multiple retail points. You’ll manage stock shortage mitigation, DSR holding levels, aged stock returns, cancellations, and payment collections. You’ll coach shop assistants on processes and systems, develop retail strategies that support business objectives, train new Stock Controllers, and create virtual depot operations. You’ll resolve operational issues as they arise and track shop assistant performance. This role directly enables how 7 million customers experience M-KOPA’s retail network.
About Us
M-KOPA is a financial technology company protecting financial access for 7 million customers across Africa. We’ve unlocked $2+ billion in credit for people who’d never accessed formal financial services. We’ve contributed $45 million in taxes to African economies, assembled 2 million smartphones in Kenya, and financed 4,000+ e-motorbikes—saving riders an average of $5.62 daily.
We’re deliberately scaling our retail operations across Nigeria into new regions. We need leaders who understand that managing retail logistics and operations here means enabling something different: customers accessing financial services for the first time through shops you help run.
This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Manager, Retail Operation.
What You’ll Do
Manage stock reconciliation across the region - reordering understocked SKUs, managing DSR holding levels within min-max, tracking aged stock returns and reallocations.
Support phone repair logistics within SLA and customer pickups. Oversee reverse logistics adherence and cancellation closure timelines.
Track collection and payment performance.
Coach shop assistants on processes, products, M-KOPA.net systems, and customer service standards. Develop retail strategies that support regional business objectives. Resolve operational issues as they arise.
Track and report shop assistant performance. Train new Stock Controllers and conduct weekly refresher training for existing teams.
Create and manage depot operations.
What You Bring
3 years demonstrable experience in field office, customer care, sales, or retail operations; you’ve managed inventory, coached teams, and driven operational excellence at scale.
Diploma or Degree in Customer Service, Inventory Management, or related field. Experience managing retail operations in multiple locations is valuable.
Strong technical knowledge of inventory management, reverse logistics, stock allocation, and retail systems. Comfort managing multiple operational metrics simultaneously.
Excellent people leadership skills - you coach, develop, and motivate teams. You communicate clearly, listen well, and build collaborative relationships with diverse retail teams.
Strategic operational thinking- you see how daily operations connect to business objectives and develop strategies that support growth.
The Reality
This role requires leadership across complexity. You’ll manage operations across four regions with different retail contexts. You’ll balance multiple competing priorities; stock management, training, logistics, and performance tracking - simultaneously. You’ll work in field environments, conduct regular shop visits, and navigate dynamic retail situations.
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 6 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.
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.
