Retail Operations Manager - eMobility at M-KOPA Solar

• As our Retail Operations Manager - Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.
• You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.
• By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization's competitive edge.

Expertise

• We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.
• You should have a bachelor's degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.
• Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.
• Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.
• If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.