Retail Team Lead- East London

2 weeks ago


Johannesburg, Gauteng, South Africa M-KOPA Full time

About the Role


As the Retail Team Lead at M-KOPA, you will oversee the operations of our Service Centers, Servicing Depots, and Stock Depots in South Africa.

Your leadership will be crucial in training retail staff and ensuring an excellent customer experience.

In this role, you will be expected to perform the following duties:

Customer Servicing:

  • Monitor the performance of Service Centers, Stock Points, Sales Points, and Service Depots.
  • Share regular reports and feedback to drive continuous improvement.
  • Collaborate with various teams to resolve customer issues promptly.

Stock Management:

  • Oversee stock management in service centers and depots, ensuring timely and accurate reports.
  • Supervise stock controllers and ensure accurate inventory tracking.
  • Maintain optimal stock levels and minimize discrepancies.
  • Implement efficient stock control procedures and conduct regular audits.
  • Coordinate with the supply chain and warehouse for timely stock replenishment.
  • Train and support staff in best practices for stock management.

Shop Management:

  • Execute shop branding and manage the look and feel of shops.
  • Acquire necessary shop permits and oversee renovations and maintenance.
  • Collaborate with the Retail Senior Manager and Marketing Director on branding and marketing.

Retail Training:

  • Develop and improve the retail knowledge base.
  • Manage the training schedule and materials, addressing knowledge gaps through training and process improvements.

Policy & Processes:

  • Ensure adherence to policies and processes in service centers and depots.
  • Identify and implement improvements in policies and processes.
  • Coordinate activities of Depot Shop Owners, including customer servicing and commission management.

People Management:

  • Lead and motivate the team to create a collaborative environment.
  • Develop team rosters and ensure compliance with labor laws.
  • Implement performance management systems and provide regular feedback.
  • Manage recruitment, onboarding, and employee relations.
  • Prepare and present performance reports and key metrics.
  • Ensure compliance with company policies and regulations.

General Support:

  • Manage Customer Care Executives and ensure all metrics are achieved.
  • Ensure timely resolution of tickets on Freshdesk and adherence to SOPs.
  • Track performance measurement and reporting for collaborating teams.

Experience/ Skills & Competencies/ Licences & Certifications/ Education Required:

  • Bachelor's degree in any discipline from a recognized university or equivalent experience.
  • At least 1 year in a team leader or supervisory role.
  • Strong stock control and shop operations management.
  • Proficiency with inventory management software.
  • Excellent organizational and problemsolving skills.
  • Ability to work under pressure and manage multiple priorities.
  • Flexibility and adaptability.
  • Strong leadership skills.
  • Willingness to travel countrywide.
  • High integrity, work ethic, and a proactive, positive attitude.


Recognized twice by the Financial Times as one of Africa's fastest-growing companies (2022 and 2023) and by TIME100 Most Influential Companies in the World 2023, we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa.



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