Retail Team Lead (North West), Mahikeng

Retail Team Lead— M-KOPA North West Running a retail operation well is harder than it looks. It's not just the stock figures and the SLA reports — it's the staff roster, the shop branding, the training gap you spotted last Tuesday, the depot owner who needs a conversation, and the customer complaint that somehow landed in three different queues. It's knowing which of those to handle yourself and which to delegate, and doing both without dropping anything.

If that description sounds like a normal week to you— and you're looking for a role where the scope is real and the mission behind it actually means something — M‑KOPA is worth your attention.

We're hiring a

Retail Team Lead

to provide leadership across our service centres, stock depots and sales points in South Africa — overseeing operations, driving customer experience standards, leading retail training and managing the people and processes that keep our retail channel performing.

What M‑KOPA Is Building We've served more than 7 million customers across Africa, unlocking over $2 billion in credit. 55 % of those customers are accessing formal financial services for the very first time. 86 % report a meaningful improvement in their quality of life. We're growing toward 10 million — which means our retail footprint is expanding, our depot and service centre network is scaling and the operational leadership that holds it all together matters more than ever.

What The Work Actually Looks Like The breadth of this role is genuine. On any given week you could be reviewing service centre performance data, conducting a stock audit, coordinating a shop renovation, running a training session for retail staff, resolving a Freshdesk ticket escalation and preparing a performance report for the Retail Operations Manager. No two weeks are identical and that's by design.

Customer servicing:

You’ll monitor performance across service centres, stock points and depots, work closely with other teams to ensure customer issues are resolved without delay and identify early slips to act promptly.

Stock management:

You’ll supervise stock controllers, oversee inventory tracking, implement stock‑control procedures, conduct regular audits and coordinate with supply chain and warehouse to ensure on‑time replenishment. Discrepancies get investigated, not ignored.

Shop management:

You’ll cover the physical and commercial aspects of M‑KOPA’s retail presence – brand execution, permits, look and feel, branding materials and maintenance – and work closely with the Retail Senior Manager and Marketing to ensure every location reflects our standards.

Training:

You’ll develop and manage the retail knowledge base, own the training schedule and materials, identify knowledge gaps and close them through structured training and process improvement. Your direct reports include Retail Trainers, so your investment in training quality multiplies across the network.

People management:

You’ll build rosters, conduct performance reviews, manage recruitment and onboarding, address employee relations issues and create a team environment where people are motivated to perform.

What Makes You Ready For This

Proven experience in a team‑leader or supervisory role within retail operations – with a demonstrated track‑record managing stock control, shop operations and multi‑site performance across service or depot environments.

Strong working knowledge of inventory management systems and retail operations processes– including stock auditing, SLA adherence and the ability to identify operational gaps and implement practical improvements.

The organisational capability and leadership presence to manage a diverse team, including Retail Trainers and Customer Care Executives– alongside the willingness to travel countrywide and the flexibility to handle a broad, fast‑moving remit without losing quality on any part of it.

The reality check This role covers a lot of ground– intentionally. You’ll be across stock, people, training, reporting, customer experience and shop standards simultaneously, and the expectation is that nothing falls through the cracks. That requires strong prioritisation, personal discipline and a proactive attitude that spots a problem beforeit becomes an incident. If you’re energised by variety and take genuine ownership of outcomes across a wide brief, you’ll find this role rewarding. If you prefer a tightly defined scope, it may not be the right fit.

Why M‑KOPA, and why now Most retail operations roles are about protecting what’s already working. This one is about building what comes next. M‑KOPA's retail network in South Africa is growing — new service centres, new depots, new markets — and the Regional Retail Team Lead is the person whomakes sure that growth doesn’t outpace our standards. The work you do directly shapes the experience of customers who are, in many cases, accessing formal financial services for the first time. That's not a small thing.

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.

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