Job Description
At Mukuru, we're on a mission to make financial services more accessible, affordable, and reliable for millions of people across Africa. We're looking for a passionate Retail Sales & Operations Supervisor to lead teams, grow our retail footprint, and deliver exceptional customer experiences.
This is more than just a supervisory role. It's an opportunity to influence business growth, empower frontline teams, strengthen partnerships, and ensure operational excellence in communities where our services make a real difference every day.
Duties and Responsibilities
What You'll Do
Lead Exceptional Customer Experiences
You will be the driving force behind service excellence across our booths and branches, ensuring every customer interaction reflects the Mukuru promise.
You'll:
Champion outstanding customer service standards
Coach and develop frontline teams on product knowledge and service delivery
Strengthen relationships with retail partners and stakeholders
Identify service gaps and implement improvement initiatives
Monitor customer and partner feedback to continuously enhance the customer journey
Drive Sales Growth
You will help unlock new opportunities and support teams to exceed performance targets.
You'll:
Generate and convert business opportunities
Support and coach agents and area lead to achieve sales goals
Monitor sales performance and identify growth opportunities
Implement sales strategies that increase revenue and market penetration
Coordinate activations, events, and campaigns that drive customer acquisition
Ensure Operational Excellence
You will play a critical role in maintaining operational integrity across our retail network.
You'll:
Conduct audits across booths, branches, partners, and cash facilities
Perform cash counts and reconciliations
Ensure readiness and maintenance of operational sites
Monitor compliance with KYC, regulatory, and internal control requirements
Manage budgets and operational resources effectively
Identify Opportunities for Business Expansion
You will help shape Mukuru's future footprint by identifying growth opportunities and strengthening partnerships.
You'll:
Analyse market and operational data to identify expansion opportunities
Assess and recommend new locations based on business viability
Build relationships with strategic retail and distribution partners
Contribute to initiatives that improve profitability and market presence
Qualifications and Experience
What You'll Bring
Experience in retail operations, sales supervision, branch management, or a similar leadership role
Strong knowledge of customer service principles and sales management
Experience managing operational controls, audits, and compliance processes
Ability to analyse data and identify business growth opportunities
Excellent stakeholder management and relationship-building skills
Strong leadership, coaching, and problem-solving abilities
Financial services, fintech, retail, or FMCG experience will be advantageous
