We are looking for a Senior Manager to join our Retail and Logistics team as we scale up and drive digital and financial inclusion across our markets.

Role Summary:

As the Senior Manager, Retail and Logistics, you will be responsible for retail, warehouse and logistics operations with a focus on driving customer service excellence, managing phone servicing, supporting sales allocations and inventory management across M-KOPA's operations in Uganda.

You will be required to oversee the following functions in Uganda:

• Warehouse and Logistics (Inventory management, RFS, Order Management, Forward and Reverse logistics)
• Service Center Support (Shop stock management, swap management, stock controls)
• Phone Returns (manage servicing turnaround of phone repairs and servicing)
• Field Audit (monthly audits of shop management, shrinkage and aged stock management)
• Shop Brand Execution (Shop look and feel, shop renovation & branding maintenance, licenses and permits)

In this role, you'll be expected to:

• Manage warehouse leasing, stock operations, safety, and stock handling
• Oversee end-to-end inventory management
• Ensure accurate stock-on-hand visibility
• Manage daily transactions/planning in stock receipts, RFS, and order processing
• Manage and drive efficiencies in retail outlets
• Optimize the retail network as stock hubs, sales, and customer support centers
• Develop, implement, and monitor processes and systems to improve customer experience in the field
• Manage and track Fresh Desk ticket backlog in retail
• Ensure continuous training for shop attendants on new product introductions to drive service improvements
• Provide ongoing training for shop attendants on troubleshooting to resolve device issues and ensure accuracy of device diagnostics
• Manage E2E phone servicing, stakeholder relationships with close coordination with Global contact person (OEM and 3P repair partners) to improve phone customer experience, driving efficiency and quality
• Create and ensure proper device escalation process to Device team in market
• Drive improvement of diagnostics accuracy and speed in the field and customer care departments to reduce device resolution time and minimize no-fault-found returns
• Coordinate with shops to manage open phone servicing tickets
• Support expansion by scaling retail, logistics, and operations activities to enable geographic and volume growth
• Coordinate with third-party partners on staffing, branding permits, expectations, and deliverables
• Continuously evaluate retail outlets to facilitate repeat sales from return customers
• Manage branding and marketing in shops (posters, BTL, T-shirts) in close collaboration with the marketing team
• Develop and manage annual budgets for retail and logistics operations to ensure cost-effective resource allocation
• Monitor and control operational expenses within budget constraints across all retail locations