Operations

• Develop and execute strategies to deliver seamless, customer-centric experiences across Mobility retail outlets
• Ensure seamless end-to-end motorbike onboarding across all retail outlets
• Proactively identify and address customer needs and maintain consistent service standards
• Use customer feedback to drive continuous improvement and improve CSAT and NPS
• Leverage data insights, process innovation, and cross-functional collaboration with IT, marketing, product, and sales
• Design, test, and document new processes to improve mobility customer onboarding and service delivery
• Develop and deliver comprehensive staff training programs on retail customer service best practices and product knowledge
• Establish and monitor Service Level Agreements (SLAs) for timely customer query resolution
• Analyze customer feedback and generate actionable reports for leadership
• Oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions
• Build and maintain strong vendor relationships
• Report to the General Manager and lead a team of Mobility Customer Experience Officers and Mobility Field Service Officers

Retail Operations Manager – eMobility

Africa Operations Director

Officer, Communications, Operations

Field Operations Lead