Retail Operations Lead - Cape Town at M-KOPA

What this role actually owns

• The Retail Operations Lead is responsible for execution — making sure the retail channel performs, day in and day out, across every store within the team's portfolio. That ownership has real scope.
• You'll directly manage Retail Team Leads: setting expectations, running structured performance conversations, conducting formal reviews, and implementing performance improvement plans where needed. You'll own the full people management cycle for your direct reports — including participating actively in recruitment, supporting onboarding, and building team capability through ongoing coaching. The expectation is that you develop leaders, not just manage them.
• On the operational side, you'll drive accountability for sales performance across assigned stores — tracking results, identifying underperforming sites, and working with Team Leads to build and execute improvement plans. You'll conduct regular store visits to verify standards, confirm store readiness, and document outcomes. You'll monitor stock movement, ensure daily and weekly stock disciplines are being followed, and flag anomalies to the Retail Operations Manager without delay. Loss prevention in this context is a leadership behaviour, not a reporting function.
• You'll also serve as the operational liaison between your team and internal support functions — Customer Care, Warehouse, IT, Sales Operations — and review supplier invoices for stores within your portfolio for manager approval. When partner or supplier issues threaten trading, the escalation runs through you.

What you bring

• Demonstrated experience in retail or multi-site field operations, with a proven track record of driving sales performance and operational standards across a distributed team or store network.
• Established capability in people leadership — you've managed, coached, and held individuals accountable in a field-based environment, and you can point to outcomes that reflect it.
• Strong data fluency and reporting discipline, with hands-on experience using Excel, dashboards, or retail/CRM systems to track performance and surface insights that drive decisions.
• A Bachelor's degree in Business, Operations Management, or a related field is required.