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Retention Manager

M-KOPA Uganda Type not specified Posted 2026-09-10
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DistrictNot specifiedCityNot specifiedContractType not specifiedPosted2026-09-10Close dateNot specifiedExperienceNot specifiedSourceUgandan Jobline
Retention ManagerTelesalesFintechKampalaUgandaCustomer RetentionSales ManagementCampaign Managementsalesretailcall_centerno_experience
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AI summary

M-KOPA is hiring a Retention Manager to lead Uganda's Customer Retention and Telesales operation in Kampala. The role focuses on converting existing customers into repeat-product sales through campaign execution, coaching, and performance management. The position closes on 7 October.

  • Leads Uganda retention and telesales team across outbound, inbound, and special-project campaigns
  • Designs and executes telesales campaigns to drive repeat-product conversion
  • Coaches Team Leaders and agents on pitch quality and closing discipline
  • Partners with Product, Credit, Finance, Marketing, and other teams to improve outcomes
  • Deadline to apply is 7 October

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AI salary guide

Not enough public data

Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.

Can you qualify for this role?

  • UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
  • RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
  • PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
  • RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.

Documents to prepare

  • Likely requiredUpdated CV
  • Role specificCover letter or short employer message
  • OptionalProfessional references
  • Role specificAcademic or professional certificates
  • VerifyID or passport only after verifying the employer

Application tips for this job

  • Place your strongest Retention Manager evidence in the first half of your CV.
  • In your cover letter or employer message, connect your experience to M-KOPA and the role in Not specified.
  • Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
  • Follow the instructions from Ugandan Jobline; avoid sending documents to unofficial contacts or copied links.
  • Confirm the deadline, interview location and employer contact before sharing personal documents.
  • Prepare a polite question about pay, benefits and contract terms for later interview stages.

Source and safety check

  • Ugandan Jobline
  • Original source link available
  • Application method is clear
  • Deadline not specified
  • No major risk signal was detected in the captured text.

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Interview preparation

  • What experience makes you a strong fit for this Retention Manager role in sales, retail?
  • How have you handled responsibilities similar to those in this job post?
  • Are you available to work in Not specified under the listed contract or schedule?
  • Prepare examples with clear responsibilities, tools used and measurable outcomes.
  • Review the source and research M-KOPA before the interview.

Ask what the first priorities will be in the role and how success will be measured.

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Original source description

Home

›

Jobs

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Business Administration Jobs in Uganda

Retention Manager Jobs – M-KOPA

M-KOPA

Posted

9 hours ago

Closes 7 Oct

☆

Job Title:

Retention Manager

Organisation:

M-KOPA

Duty Station:

Kampala, Uganda

About Organisation:

The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Job

Summary

  • We are looking for a Retention Manager to lead Uganda’s Customer Retention and Telesales operation, converting existing customers into repeat-product sales through disciplined campaign execution, strong coaching, and rigorous performance management.
  • Key Duties and

Responsibilities

  • Retention is one of the most commercially consequential functions in any fintech.
  • Every eligible customer who doesn’t convert to a repeat product is revenue lost—and trust that didn’t deepen.
  • The Retention Manager is the person who closes that gap. You’ll design the campaigns, set the routines, coach the coaches, and fix the processes that determine whether M-KOPA Uganda keeps the customers it has worked hard to earn.
  • You’ll have real authority, real accountability, and real impact.
  • If you’ve been in a telesales or retention role where you could see exactly what needed to change but couldn’t drive it—this is that mandate.
  • Lead Daily Retention Operations
  • 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
  • Drive Campaign Performance and Conversion
  • 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
  • Build a Strong Sales and Coaching Culture
  • 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
  • Strengthen Processes, Controls, And Customer

Experience

  • 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
  • Develop and Manage the Team
  • 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
  • What Success Looks Like:
  • 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
  • Qualifications, Skills and
  • Bachelor’s degree in Business, Sales, Operations, Marketing, or a related field
  • Over 5+ years’
  • 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
  • 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.
  • How to Apply:
  • All suitably qualified and Interested applicants should apply online at the link below.
  • Opens the employer’s application page
  • Apply Now →
  • NB: Only shortlisted candidates will be contacted.
  • For more of the latest jobs, please visit
  • https://www.theugandanjobline.com
  • or find us on our facebook page
  • https://www.facebook.com/UgandanJobline
  • Level of
  • in Months: 60
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Education

  • bachelor degree
  • Work Hours: 8
Source and provenanceSource: Ugandan Jobline. Last checked: 2026-09-27.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.