We are looking for a Customer Retention Team Leader to join our Customer Retention team in Kenya as we scale up and drive digital and financial inclusion across our markets.

As a Customer Retention Team Leader, you will become the driving force behind our sales excellence, leading a team of talented professionals who connect with customers every day to expand their access to life-changing products and services. Working at the intersection of strategic campaign management and inspirational leadership, you’ll transform sales targets into meaningful customer outcomes, develop high-performing teams, and ensure that every campaign delivers both exceptional results and genuine value to the communities we serve.

• At M-KOPA, telesales leadership isn’t just about hitting numbers—it’s about empowering teams to change lives through every conversation. In this role, you will transcend traditional sales management to become a strategic architect of customer growth. You will design and execute campaigns that don’t just drive revenue but expand financial inclusion, working closely with cross-functional teams to ensure our sales strategies create lasting customer relationships that grow stronger with every interaction.
• We believe in results through people empowerment and data-driven excellence. You will develop sophisticated campaign strategies, monitor team performance with precision, and create sales environments where every team member can thrive while exceeding targets. Your sales leadership expertise will be crucial in identifying opportunities for growth and ensuring consistent delivery of exceptional results.
• You’ll drive incremental revenue through effective telesales campaign management, conceptualizing and developing execution strategies that include sales training, scripting, campaign timing, and sales forecasting. You’ll manage the daily activities of the telesales department, overseeing supervisors and representatives while guiding the team toward achieving sales targets and KPIs.
• Your role involves ensuring teams meet or exceed sales and booking targets by implementing performance strategies and analyzing sales data to keep progress on track. You’ll generate regular reports on team performance and sales metrics, extract trends and insights for senior management, and recommend ways to enhance team effectiveness.
• You’ll collaborate closely with QA and Training Teams to boost performance and act as the key liaison between telesales and other business areas. You’ll also support telesales projects and initiatives while continuously refining processes and staying current with industry best practices.

This is a hybrid role in Kenya reporting to the Customer Retention Manager.

• Success in this role comes from a unique blend of sales mastery and inspirational leadership. We need someone who has walked the path of telesales excellence and understands that true sales leadership lies in empowering teams to achieve extraordinary results while serving customers with genuine care. Your experience should tell a story of building high-performing sales teams that didn’t just meet targets but consistently exceeded expectations.
• We are seeking someone whose career demonstrates a deep understanding of how telesales leadership can drive business growth. Perhaps you have 3-4 years of management experience with a strong preference for telesales team leadership where you’ve developed campaigns that transformed customer acquisition strategies. Maybe you’ve been the leader who turned underperforming teams into top performers, or the one who designed processes that became best practices across the organization.
• Your degree in any relevant field should be complemented by proven experience in sales-focused, customer-centric leadership with exceptional communication skills. Your ability to analyze data and influence data-driven decisions should be second nature, as should your talent for team management and performance optimization.
• The ideal candidate will be self-motivated with a professional approach and driven to deliver results consistently. An in-depth understanding of M-KOPA’s business would be highly valued, along with solid leadership skills and the ability to inspire teams to reach their full potential.
• Most importantly, we need someone who embodies our values of excellence, customer focus, and unwavering commitment to results – someone who doesn’t just want a job but wants to be part of a mission that’s expanding financial inclusion across an entire continent through meaningful customer conversations.

If this sounds like the challenge you’ve been waiting for, where your expertise in telesales leadership and team development can truly make a difference in driving both business growth and financial inclusion, we want to hear your story.