Job Overview
Location
Benin
Job Type
Full-time
Category
Operations
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As Regional Retail Operations Team Lead for Benin, you will play a critical role in scaling M-KOPA’s retail network to drive digital and financial inclusion across emerging markets, directly impacting how 7 million customers access essential financial services through reliable retail operations.
- • You will oversee end-to-end retail operations across multiple locations in Benin, ensuring seamless stock management, repair logistics, payment collection, and team performance to support business growth and customer trust in underserved communities.
- • Manage stock reconciliation across the region by identifying understocked SKUs, maintaining DSR holding levels within min-max thresholds, tracking aged stock returns, and executing timely reallocations to prevent shortages and overstock.
- • Support end-to-end phone repair logistics, ensuring adherence to service level agreements (SLAs), coordinating customer pickups, and overseeing reverse logistics processes including cancellation closures and refurbished unit reintegration.
- • Track and report on collection and payment performance metrics, identifying trends and escalating issues to ensure revenue integrity and financial accountability across retail points.
- • Coach and develop shop assistants on operational processes, product knowledge, M-KOPA.net system usage, and customer service standards, fostering a culture of excellence and consistency in service delivery.
- • Develop and implement localized retail strategies aligned with regional business objectives, translating operational insights into actionable plans that support market expansion and customer acquisition.
- • Train and onboard new Stock Controllers, conduct weekly refresher sessions for existing teams, and maintain competency levels through structured learning and on-the-job guidance.
- • Establish and manage virtual depot operations, creating efficient hubs for inventory buffering, repair routing, and logistics coordination to enhance regional supply chain resilience.
- • Monitor and evaluate shop assistant performance using defined KPIs, providing timely feedback, recognizing excellence, and initiating performance improvement plans where needed.
- • Resolve operational issues in real time — whether stock discrepancies, system failures, or service gaps — by leading cross-functional responses and minimizing disruption to customer service.
- • Join a purpose-driven fintech leader recognized for scaling financial access across Africa, where your work directly enables underserved populations to access credit, smartphones, and e-mobility solutions for the first time.
- • Collaborate with a diverse, pan-African and global team spanning Nigeria, the UK, Europe, and other African markets, gaining exposure to varied retail contexts and operational best practices.
- • Report to the Manager, Retail Operation, and contribute to a growing retail function that is central to M-KOPA’s mission of expanding financial inclusion through trusted, accessible retail touchpoints.
- • Develop advanced expertise in retail operations management, including inventory optimization, reverse logistics, and field team leadership, positioning yourself as a specialist in emerging market retail systems.
- • Strengthen your leadership and coaching capabilities by building high-performing teams, driving accountability, and influencing operational strategy at a regional scale.
🎯 Requirements
- • 3 years of demonstrable experience in field operations, customer care, sales, or retail operations, with proven success in managing inventory, coaching teams, and driving operational excellence across multiple locations.
- • Diploma or Degree in Customer Service, Inventory Management, Business Administration, or a related field; formal education combined with hands-on retail or logistics experience is preferred.
- • Strong technical proficiency in inventory management systems, reverse logistics processes, stock allocation methodologies, and retail operational metrics, with the ability to monitor and act on multiple KPIs simultaneously.
- • Excellent people leadership and interpersonal skills — demonstrated ability to coach, motivate, and communicate effectively with diverse teams in dynamic, field-based environments.
- • Strategic mindset with the capability to connect daily retail operations to broader business objectives, developing practical strategies that support growth, efficiency, and customer satisfaction.
🏖️ Benefits
- • Access to M-KOPA’s comprehensive career development programs, including coaching partnerships, on-the-job training, and internal mobility opportunities designed to support long-term professional growth.
- • Family-friendly policies and a strong organizational commitment to employee well-being, including flexible work arrangements where applicable to support work-life integration.
- • The opportunity to work with a mission-driven organization recognized by the Financial Times as one of Africa’s fastest-growing companies (2022–2025) and named to the TIME100 Most Influential Companies list in 2023 and 2024.
- • Hybrid work model based in Nigeria, enabling collaboration with a diverse, multicultural team across Africa, the UK, and Europe while maintaining regional operational focus.
- • Meaningful impact: your role directly contributes to expanding financial inclusion for millions of unbanked and underbanked individuals across Africa through access to credit, smartphones, and sustainable mobility solutions.
Skills & Technologies
Senior
Hybrid
About M-KOPA Holdings Limited
M-KOPA Holdings Limited provides asset-financing and digital financial services across Africa, enabling underbanked customers to acquire smartphones, solar home systems, and productive-use assets through flexible pay-as-you-go installments. The company combines IoT-enabled hardware, mobile payments, and proprietary credit algorithms to offer affordable, unsecured loans while building credit histories for millions. Founded in 2011 and headquartered in Nairobi, Kenya, M-KOPA operates in Kenya, Uganda, Nigeria, Ghana, and South Africa, serving over 3 million customers and disbursing more than $1 billion in cumulative credit.
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