Channel Operations Manager/ Retail Operations Manager



Johannesburg, South Africa
Posted on Friday, April 7, 2023
At M-KOPA, We Finance Progress.
Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at
We are looking for a Retail and Logistics Manager who 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.
You will oversee the following responsibilities in South Africa;
- Warehouse and Logistics i.e inventory management, ready for sale, order management, and forward logistics
- Phone Servicing Management - Manage servicing turnaround of phone repairs and servicing)
- Field audit - Regular audit of shop management, shrinkage, and aged stock management
- Shop brand execution i.e. shop look and feel, shop renovation and branding maintenance, licenses and permits
You will be reporting to the General Manager


  • Warehouse and Logistics Management:
  • Efficiently manage warehouse leasing, stock operations, safety, and stock handling.
  • Implement effective inventory management practices.
  • Ensure accurate visibility of stock-on-hand.
  • Manage daily transactions and planning for stock receipts, RFS (Ready for Sale), and order processing.
  • Drive Stock Health Metrics to ensure appropriate stock levels for different types of DSRs (Direct Sales Representatives), including new, active, and inactive DSRs.
  • Oversee forward logistics/distribution to the sales channel.
  • Manage reverse logistics processes.
  • Provide support for inbound logistics.
  • Retail Outlet Management:
  • Optimize the retail network by managing stock hubs, sales, and customer support centers.
  • Take actions to improve the service provided to customers, including closing non-performing shops and implementing continuous improvement measures.
  • Develop, implement, and monitor processes and systems to enhance customer experience in the field.
  • Track and manage Retail CASAT (Customer Satisfaction) metrics.
  • Reduce ticket issue resolution times to improve customer service levels.
  • Manage and track Fresh Desk Ticket backlog in retail.
  • Conduct continuous training for our shop attendants on new product introductions and service improvements.
  • Phone Returns Management:
  • Oversee end-to-end phone servicing, including coordination with different stakeholders and repair partners.
  • Collaborate closely with global contacts (OEM and 3P repair partners) to enhance phone customer experience, efficiency, and quality.
  • Drive improvement in diagnostics accuracy and speed in the field and customer care departments to minimize device resolution time and no-fault-found returns.
  • Coordinate with shops to manage open phone servicing tickets.
  • Field Audit and Compliance:
  • Drive efficiency in field audits, working closely with global personnel on compliance matters.
  • Conduct monthly stock audits and reconcile losses.
  • Perform monthly audits based on retail scorecard metrics, including inventory, customer care, and shop appearance.
  • Track shrinkage and manage aged stock in the sales channel.
  • Ensure compliance with COVID protocols in shops.
  • Champion the implementation of 5S principles at the shops.
  • Shop Brand Execution and Management:
  • Expand retail, logistics, and operations activities geographically and in terms of volume.
  • Manage the acquisition of shop permits.
  • Oversee branding and marketing initiatives in shops, including posters, BTL (Below The Line) activities, and T-shirts, in close collaboration with the Marketing Director.
  • Manage shop renovation, maintenance, and compliance tracking.
  • Set up demos, display cabinets, and other marketing items to effectively promote our products.


  • A minimum of 5 years of experience in an operational role is essential.
  • Experience in retail management, inventory management, returns management, customer service, and third-party contract management is advantageous.
  • Proficiency in Excel, PowerPoint, Word, SharePoint, and Power BI or other data visualization systems.
  • Clear and effective written and verbal communication skills.
  • Strong comfort with data, analytical thinking, and interpretation of trends and graphs.
  • Solid background in cost-effective decision-making, including ROI analysis and KPI monitoring.
  • Ability to manage accountability for both field-based operational teams and desk-based resources, ensuring coordination, prioritization, and effectiveness across retail functions.
  • Interpersonal skills to effectively communicate with key stakeholders, manage business expectations, engage with customers and staff, and communicate effectively.
  • A positive, learning-oriented attitude and a capacity for self-empowerment.


  • Bachelors' degree in any field but exceptions will be made for candidates who can show a track record in this area.

What's in it for you

  • Great compensation package
  • Bonus
  • Annual Leave
  • Learning & Development Support
- -
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.