Retail Team Lead – KwaZulu-Natal

About the role

M-KOPA is looking for a Retail Team Lead to provide leadership across its service centres, stock depots and sales points in South Africa. You will oversee day‑to‑day operations, drive customer‑experience standards, lead retail training and manage the people and processes that keep the retail channel performing.

Key responsibilities

• Review service‑centre performance data, conduct stock audits and coordinate shop renovations.
• Run training sessions for retail staff, resolve Freshdesk ticket escalations and prepare performance reports for the Retail Operations Manager.
• Supervise stock controllers, oversee inventory tracking, implement stock‑control procedures and coordinate replenishment with supply‑chain and warehouse teams.
• Manage shop branding, permits, look‑and‑feel, branding materials and maintenance in partnership with the Retail Senior Manager and Marketing.
• Develop and maintain the retail knowledge base, schedule training, identify knowledge gaps and deliver structured training.
• Handle people‑management duties: build rosters, conduct performance reviews, recruit, onboard and address employee‑relations issues.
• Maintain CASAT and SLA reporting, drive policy adherence and support depot shop‑owner activities.

Required profile

• Proven experience in a supervisory role within retail operations, with a track record of managing stock control, shop operations and multi‑site performance.
• Strong working knowledge of inventory management systems, stock auditing and SLA adherence.
• Leadership capability to manage diverse teams including Retail Trainers and Customer Care Executives.
• Willingness to travel countrywide and handle a fast‑moving remit without loss of quality.

Required skills

• Freshdesk
• Inventory management systems