Retention Manager

• PositionRetention Manager
• CompanyM-KOPA
• LocationKampala, Uganda
• Job TypeFull Time
• CategoryCustomer service Jobs in Uganda
• IndustryFintech
• DepartmentFintech
• DeadlineApplications reviewed on a rolling basis

M-KOPA combines asset financing with digital financial services for everyday earners across African markets. Its customer model uses affordable repayment plans and ongoing product relationships to support access to phones and related services.

The company says its Uganda operation serves a substantial customer base within a wider group of more than 10 million customers. This retention role sits at the point where existing customer relationships, campaign execution and repeat-product sales meet.

The Retention Manager owns Uganda’s retention engine across outbound and inbound telesales, special projects and cash loans. The post joins commercial accountability with coaching: it sets daily operating routines, manages lead follow-up and conversion, and develops Team Leaders into managers who can run performance rhythms.

The role also requires cross-functional problem solving and customer protection. The manager will work with several internal teams to remove blockers, maintain compliant communication and controls, and improve processes while protecting customer trust. Success is framed around stronger conversion, cleaner follow-up, higher-quality coaching and better stakeholder collaboration.

• Manage the day-to-day performance of Uganda’s retention and telesales team across outbound, inbound, special-project campaigns and cash loans.
• Set clear daily priorities, maintain queue discipline and ensure timely follow-up on high-intent customer leads.
• Manage cash-loan performance by monitoring weekly and monthly results, escalating critical issues, and partnering with Product and stakeholders to resolve root causes.
• Design and execute telesales campaigns by aligning leads, products, scripts, staffing and follow-up routines.
• Monitor conversion, contact rate, agent productivity and revenue targets to identify performance gaps and opportunities.
• Partner with Product, Credit, Finance, Marketing, BI, Customer Care and Retail to remove blockers and improve campaign outcomes.
• Coach Team Leaders and agents on pitch quality, objection handling, closing discipline and customer-first selling.
• Use call listening, QA findings, scorecards and performance reviews to improve consistency and raise standards.
• Develop Team Leaders into coaching-first managers who can run structured daily performance routines without constant direction.
• Improve telesales processes to increase revenue, reduce leakage and manage operating costs.
• Ensure accurate lead handling, compliant customer communication, honest dispositions and adherence to consumer-protection principles.
• Maintain controls around commissions, escalations, lead ownership and customer follow-up.
• Hire, onboard, mentor and performance-manage Team Leaders and retention representatives.
• Create a motivating team environment with clear expectations, regular feedback and visible career-development paths.
• Plan team capacity, leave, coverage and high-performing agent segments.

Required Education

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

Work Experience

• More than five years’ experience in Telesales, Customer Retention or commercial operations.
• Three or more years in Telesales or Customer Retention management.
• Experience designing or running campaigns, managing lead pipelines and improving conversion rates.

Additional Requirements

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

Technical Skills

• Campaign management: Align leads, products, scripts, staffing and follow-up into campaigns.
• Performance analytics: Use conversion, contact rate, productivity, revenue targets, scorecards and QA findings.
• Lead management: Maintain accurate lead ownership, follow-up and dispositions.
• CRM and ticketing: Use CRM or ticketing systems, ideally Freshdesk or similar.
• Process controls: Improve processes and maintain commission and escalation controls.

Soft Skills

• Coaching: Raise pitch, objection-handling and closing standards.
• People management: Hire, onboard, mentor and performance-manage team members.
• Stakeholder management: Work across Product, Credit, Finance, Marketing, BI, Customer Care and Retail.
• Customer protection: Balance conversion with honest, compliant communication.
• Communication: Present clearly and give regular feedback.

M-KOPA states that it offers diverse development programmes, coaching partnerships and on-the-job training, alongside family-friendly policies, well-being support and flexibility.

• Own Uganda’s full retention and telesales operation.
• Influence repeat-product sales and conversion outcomes.
• Coach Team Leaders into stronger performance managers.
• Partner with Product, Credit, Finance, Marketing, BI, Customer Care and Retail.
• Shape campaigns from lead strategy through follow-up.
• Improve controls around commissions, escalations and lead ownership.
• Build a clear performance culture with career-development paths.
• Work on customer retention in a growing fintech business.

Submit your application through the M-KOPA application page. Applications reviewed on a rolling basis.

• Show your degree and both relevant experience thresholds clearly.
• Describe a telesales or retention campaign you designed or ran.
• Use evidence of conversion, contact-rate or revenue improvements where available.
• Give examples of call listening, QA, scorecards or structured coaching routines.
• Explain how you have handled lead ownership, escalations and follow-up controls.
• Address ethical selling, customer protection and compliant communication directly.
• Highlight experience with CRM or ticketing systems such as Freshdesk or similar.