The PayGo Phones Retail Manager, reporting to the PayGo Phones Business Manager - Kenya, is accountable for growing and optimizing Sun King's retail partner network across an assigned region to increase access to its financed smartphones. This role involves working with retail associates to directly recruit qualified retail partners, onboarding and training their staff, ensuring retail outlets are properly branded and stocked, and driving consistent sales performance.
The manager will build strong field relationships, assist retail partners with stock delivery, and monitor compliance to ensure brand standards and inventory accuracy. Success in this role requires strong execution skills, local market insight, and the ability to translate strategy into retail-level outcomes in a dynamic device financing landscape. The position plays a key role in enhancing customer experience through well-trained retail partners and consistent service quality.
Responsibilities and Duties
Channel Acquisition and Development
- Recruit, train, and onboard new retailers specializing in selling Sun King phones or any other available brands.
- Maintain an engaged base of retailers as per set goals in the annual operating rhythm.
- Segment engaged retailers as per given categories, managing them to scale.
Revenue and Productivity
- Meet set Revenue goals on the number of units of Sun King phones sold by month and year and in different phone models and brands.
- Maintain minimum retail productivity targets, ensuring that each retailer meets their goals.
Portfolio Repayment Management
- Ensure the overall phone portfolio achieves set Phones Quality of Sale goals.
- Develop strategies and interventions that will improve repayments by tracking the repayment performance of phones sold through the retail channel.
- Streamline phones replacement and warranty process through retail to improve overall channel performance, repayments, and customer satisfaction.
Retail Branding, Engagement, and Assistance
- Maintain proper branding of the retail store by ensuring up-to-date marketing materials, merchandise issuance, and branding both external and in-store.
- Frequent retail visits to improve engagement, work on resolutions, and build relationships.
- Ensure optimum stocking, achieving set inventory levels, and adhering to set guidelines and processes.
Customer and Partner Experience
- Achieve minimum Partner Satisfaction Score (PSS) and Net Promoter Score (NPS) from End-Users based on experience with purchase through the retail channel, derived from periodic retailer surveys and timely set strategies on how to improve both.
Team Management
- Optimum staffing based on projected business growth and expansions.
- Proper and timely communication of goals to the direct reports, ensuring each one is aligned to expectation.
- Periodic reviews and strategy setting with teams, ensuring that the channel remains on track to deliver set goals.
- Mentoring the team and keeping them motivated for optimum performance and retention.
Qualifications and Experience
You might be a strong candidate if you have:
- A bachelor's degree in a business-related field or a minimum of six (6) years working in a field sales role in the FMCG, microfinance, banking, or telecom industries. (An MBA is an advantage).
- A strong background in retail key account management and experience working with key retail chains with a bias towards devices.
- Strong people-focused skills as a team partner to mentor teams to deliver on expectations.
- Deep knowledge of both urban, peri-urban, and rural markets.
- Basic digital literacy (CRM, stock tools).
- Strong communication and problem-solving abilities.
- Willingness to travel extensively (5 days/week in the field).
- Comfort working with MS Excel and PowerPoint.
