Regional Retail Operations Team Lead - Lagos Island at M-KOPA

• 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.
• 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.