Retail Team Lead (Western Cape) at M-KOPA

• 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 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 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 closely with the Retail Senior Manager and Marketing to ensure every location reflects M-KOPA's standards and supports the customer experience we're committed to delivering.
• Training is a dedicated part of the role rather than an afterthought. You'll develop and manage the retail knowledge base, own the training schedule and materials, identify knowledge gaps across the team, and close them through structured training and process improvement. Your direct reports include Retail Trainers — which means your investment in training quality has a multiplier effect across the network.
• You'll also manage Customer Care Executives, maintain CASAT and SLA reporting, drive policy and process adherence across all locations, and support Depot Shop Owner activities including servicing, commercials, and commissions.
• People management runs across all of it — building rosters, conducting performance reviews, managing recruitment and onboarding, addressing employee relations issues, and creating the kind of 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