Retail Operations Officer - Benin at M-KOPA

About the job

• We are looking for a Retail Operations Officer in Benin City to join our Retail group; as we scale up and drive digital and financial inclusion across our markets.

The role

• You will run day-to-day retail operations across an assigned state, keeping shops, depots and stock points accurate, compliant and ready to serve customers. You will report to the Regional Retail Team Lead and lead Stock Controllers and Shop Assistants.

What makes this different

• Most retail operations roles stop at the shop door. This one follows the device the whole way: from stock point to DSR to customer, and back through repairs when something goes wrong. You will own that full loop, and your numbers show up directly in whether a customer gets their phone, and keeps it working.

What You'll Do

• Oversee daily operations across retail shops, depots and stock points to keep service smooth and consistent.
• Manage stock reconciliations, replenish understocked SKUs, and keep every active and newly onboarded DSR within approved minimum and maximum stock levels.
• Coordinate aged stock returns, reallocations and lost phone reporting, and make sure reverse logistics procedures are followed.
• Manage phone repair logistics so devices reach repair centres and return to customers within agreed SLAs.
• Lead, coach and train Retail Coordinators, Stock Controllers and Shop Assistants on processes, products, systems and service standards.
• Monitor retail KPIs, run regular shop inspections, drive corrective action, and work with Sales, Supply Chain, Repairs and Customer Service on improvements.

What You'll Need

• Minimum of 3–5 years of experience in retail operations, logistics, supply chain, inventory management or field operations.
• Minimum of 2 years’ experience in a supervisory or team leadership role.
• Proven experience managing inventory, stock reconciliation, reverse logistics and retail operations across multiple locations.
• Confidence with retail management systems, inventory tools and Microsoft Office, especially Excel.