Manager

• Own Fasset’s P&L, growth targets, and market strategy for Uganda.
• Build and manage relationships with local partners, merchants, and financial institutions.
• Lead in-market user acquisition, activation, and retention initiatives.
• Represent Fasset with regulators, government bodies, and industry associations in Uganda.
• Recruit, manage, and develop a local team, including community ambassadors and business development staff.
• Provide market intelligence, competitive analysis, and localisation recommendations to HQ.

Country Manager

• Analyse the end-to-end customer journey and lifecycle, including acquisition, onboarding, first product use, repeat usage, product growth, and retention.
• Identify experience, product, policy, or operational issues affecting customer success.
• Ensure the customer experience remains clear and consistent as customers move between products, markets, and partner journeys.
• Help the business understand how product design, loan sizing, limits, pricing, and customer communication affect customer behaviour, retention, and long-term value.
• Surface trade-offs between customer experience, risk, and growth.
• Partner with Credit Ops to ensure experience supports responsible lending and healthy portfolio performance.
• Work with Product to improve usability, clarity, and customer understanding of our products.
• Support Growth in ensuring acquisition quality aligns with long-term customer success.
• Help define what good customer outcomes look like and how the organisation should measure them.
• Ensure customer feedback, support data, and QA insights are systematically collected and analysed.
• Translate insights into clear improvement actions across Ops, Product, and Growth.
• Proactively identify systemic experience risks and opportunities.
• Build routines for sharing customer insights across the organisation.
• Ensure experience learnings lead to changes in tools, processes, scripts, or policies.
• Help the organisation move from reactive fixes to deliberate experience design.
• Partner closely with Product to embed customer experience thinking into product design and tooling.
• Work with Credit Ops leaders to ensure customer experience supports sustainable customer behaviour.
• Collaborate with Growth and Marketing on customer education and proactive engagement.
• Support the design of customer journeys that work across multiple products rather than isolated features.
• Support leaders in making better decisions by bringing the customer perspective into discussions.
• Help teams understand how their work affects customer outcomes.
• Own and evolve customer experience and lifecycle metrics.
• Connect CX performance to business outcomes such as retention, repeat usage, and customer lifetime value.
• Track customer lifecycle performance across products, including first-product success, repeat usage, product growth, and long-term retention.
• Help define metrics that reflect customer success across the full customer relationship, not only single-product performance.
• Ensure metrics are visible, meaningful, and acted on by the right teams.
• Use data to identify root causes, not just report performance.
• Track experience trends across markets and products as the business scales.
• Lead and manage the CX capability, including Customer Support and QA.
• Set clear priorities aligned to customer outcomes and business performance.
• Coach and support the STL-CX to drive strong frontline execution.
• Ensure QA functions as an enablement and coaching capability, not just a control function.
• Help define how CX should operate as Numida grows across markets and products.
• Oversee Customer Support operations to ensure timely, empathetic and effective customer interactions.
• Ensure QA insights are used to improve conversations, workflows and tools.
• Maintain clear service standards across markets.
• Ensure support and QA insights feed into product, policy and operational decisions.
• Build a support and QA capability that scales with the business.

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Country Manager

Customer Lifecycle & Experience Manager