Jobs at M-KOPA Solar

• You'll work directly with our executive team on critical strategic initiatives, managing OKRs and scorecards while diving deep into analytical projects that shape our business direction. This is a high-visibility position within our Fintech strategy team where your quantitative insights will drive decisions affecting millions of underserved customers across multiple African markets.

​​​​​​​Key Responsibilities:

• Coordinate strategy across the company through OKRs, scorecards, and key strategic forums
• Lead and execute analytical deep-dives that deliver actionable results
• Partner with different business units on high-priority strategic projects
• Bridge gaps and drive cross-functional initiatives where needed

What You'll Bring

Essential:

• 4+ years experience in strategy consulting, corporate strategy, or similar analytical roles
• Strong quantitative skills with advanced Excel and data analysis capabilities
• Ability to translate complex data into actionable strategic recommendations

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• As our Customer Experience 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.

About Us

• In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.
• Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.

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.