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Retail Sales & Operations Supervisor

Mukuru

Role overview

Qualifications

  • 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
  • Excellent stakeholder management and relationship-building skills

Responsibilities

  • Champion outstanding customer service standards
  • Generate and convert business opportunities
  • Conduct audits across booths, branches, partners, and cash facilities
  • Analyse market and operational data to identify expansion opportunities

Key facts

Hard skills

Sales Management Operational Excellence Retail Operations Compliance Management

Other skills

  • Customer Service
  • Leadership
  • Coaching
  • Problem Solving

About the company

Mukuru logo

Mukuru

Digital Payments & Money Transfer

Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.

Company details

Company typeSME
IndustryDigital Payments & Money Transfer
Company size501 - 1000

Links

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Job description

Make an Impact Across Communities

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.

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

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

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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