Retail Trainer at M-KOPA

About the job

We are looking for an experienced Retail Trainer to join our team in Nigeria, to support team expansion and business densification, Improve workload distribution.

• We're deliberately scaling our retail training infrastructure to match our customer growth. We need trainers who understand that developing retail teams here means equipping people to serve customers accessing financial services for the first time. People whose entire relationship with financial trust is being built in our shops.
• 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.

Role Overview

• As Retail Trainer, you'll plan and deliver comprehensive training programs to retail teams, Stock Controllers, Shop Assistants, and Retail Repairs staff. You'll develop localized training materials, conduct onboarding and performance improvement training, and facilitate monthly assessments across all retail teams. You'll monitor performance, provide coaching and on-the-job support, conduct regular shop visits, and report on training impact. This role directly shapes how 7 million customers experience service through the retail teams you develop.

What You'll Do

• Develop and deliver onboarding, refresher, and performance improvement training for retail teams. Create localized, engaging training materials including customer service scripts, operational guides, and job aids.
• Train staff in customer-centric service delivery, conflict resolution, sales support, and complaint handling.
• Educate teams on M-KOPA's inventory management, fraud controls, stock reconciliation, audit standards, and operational processes.
• Facilitate monthly assessments and quizzes, ensuring full participation and completing retakes. Provide performance coaching and on-the-job support to underperforming staff and new hires.
• Conduct regular shop visits to observe staff interactions and operational compliance. Provide immediate coaching and corrective training interventions on-site.
• Assess training impact through performance data and customer feedback. Submit post-training reports and recommend actionable performance improvement plans.
• Serve as liaison between Retail teams and other departments, communicating feedback and training needs to drive alignment.

What You Bring

• Minimum 2–3 years of demonstrable experience in retail operations training, sales coaching, or customer service management; preferably in FinTech, Telco, or FMCG sectors. You've delivered training programs, developed training materials, and coached staff to performance improvement.
• Bachelor's degree in education, Training & Development, Human Resources, or a related field.
• Strong facilitation and coaching skills - you're comfortable leading group training sessions, providing one-on-one coaching, and adapting your approach to different learning needs.
• Deep knowledge of retail operations - you understand stock control processes, customer service best practices, and operational compliance requirements.
• Proficiency in Microsoft Office tools - Excel, Word, and PowerPoint essential for material development and reporting. Experience with Learning Management Systems (LMS) is an added advantage.
• Ability to analyze operational data and use insights to shape training priorities and measure impact.
• Willingness to travel frequently to field shops and regional offices.