Retail Team Lead (Western Cape)

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. 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. 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 is a consistent thread — you'll monitor performance across service centres, stock points, and depots, and work closely with other teams to ensure customer issues are resolved without delay. When the standard slips, you'll identify it early and act. Stock management sits firmly in your remit. You'll supervise stock controllers, oversee inventory tracking, implement stock control procedures, conduct regular audits, and coordinate with supply chain and warehouse to ensure replenishment happens on time. Discrepancies get investigated, not ignored. Shop management covers the physical and commercial aspects of M-KOPA's retail presence — brand execution, permits, look and feel, branding materials, and maintenance. You'll work close