Retention Manager

• Managing the day-to-day performance of Uganda's retention and telesales team across outbound, inbound, special-project campaigns, and cash loans

• Ensuring clear daily priorities, strong queue discipline, and timely follow-up on high-intent customer leads—no lead left behind

• Managing cash-loan performance by monitoring weekly and monthly results, escalating critical issues, and partnering with Product and stakeholders to resolve root causes and improve performance

• Designing and executing telesales campaigns by aligning leads, products, scripts, staffing, and follow-up routines into one coherent execution engine

• Monitoring lead management including conversion, contact rate, agent productivity, and revenue targets to identify performance gaps and opportunities to meet Retention targets

• Partnering with Product, Credit, Finance, Marketing, BI, Customer Care, and Retail teams to remove blockers and improve campaign outcomes

• Coaching Team Leaders and agents on pitch quality, objection handling, closing discipline, and customer-first selling

• Using call listening, QA findings, scorecards, and performance reviews to improve consistency and raise team standards systematically

• Developing Team Leaders into coaching-first managers who can run structured daily performance routines without needing constant direction

• Continuously improving telesales processes to increase revenue, reduce leakage, and manage operating costs

• Ensuring accurate lead handling, compliant customer communication, honest dispositions, and adherence to consumer protection principles

• Maintaining clear controls around commissions, escalations, lead ownership, and customer follow-up

• Hiring, onboarding, mentoring, and performance-managing Team Leaders and retention representatives

• Creating a motivating team environment with clear expectations, regular feedback, and visible career development paths

• Leading planning for team capacity, leave, coverage, and high-performing agent segments

• Higher conversion from eligible retention customers into repeat-product sales

• Stronger daily operating rhythm across Team Leaders and agents

• Better lead follow-up discipline, fewer stale tickets, and faster response to high-intent customers

• Clearer coaching standards, improved pitch quality, and reliable performance management

• Improved collaboration with critical stakeholders to solve retention blockers

• Bachelor's degree in Business, Sales, Operations, Marketing, or a related field

• Over 5+ years' experience in Telesales, Customer Retention, or commercial operations

• 3+ years in Telesales or Customer Retention management

• Proven ability to use data, scorecards, and coaching routines to improve sales performance

• Experience designing or running campaigns, managing lead pipelines, and improving conversion rates

• Strong presentation, communication, coaching, and people-management skills

• Demonstrated commitment to ethical selling, customer protection, and compliant sales processes

• Sales operations and campaign management

• Performance analytics and reporting

• Customer segmentation and lead management

• Sales coaching and call-quality improvement

• CRM/ticketing systems, ideally Freshdesk or similar

• Stakeholder management across multiple functions

• Customer retention product knowledge

• Process improvement and operational controls

If the above is of interest to you, please apply.

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.