The Retail Trainer is responsible for planning and delivering training programs to the Retail team. The role is primarily responsible for facilitating and delivering training presentations; and monitoring the performance of Stock controllers, Shop assistants, Retail Repairs team and Allocations Team, with the aim of identifying and closing skill or knowledge gaps. The trainer’s role supports Retail Agents, providing coaching and engagement.  The trainer helps assess the stock controller/Shop assistants via monthly assessments and feedback from Business Stakeholders to address training needs per team.

Key Requirements

Training Delivery & Development

• Deliver onboarding, refresher, and performance improvement training for Retail Stock Controllers, Shop Assistants, and retail teams.
• Develop and localize engaging training materials, customer service scripts, operational guides, and job aids.
• Train staff in customer-centric service delivery, conflict resolution, sales support, and complaint handling.
• Facilitate sessions to train Retail agents as per the predefined training calendar on M-KOPA’s products, processes, systems, customer handling skills and soft skills amongst others.

Operational Excellence & Compliance

• Educate retail teams on M-KOPA’s inventory management procedures, fraud controls, stock reconciliation processes, and audit standards.
• Reinforce adherence to retail shop operational processes and customer record management.
• Ensure teams are trained in new operational updates, product launches, and system improvements.

Support change management & stakeholder communication:

• Serving as a liaison between the Retail team and other departments or stakeholders within the organization. Communicating feedback, insights, and training needs relevant stakeholders to drive alignment and collaboration.

Quiz Administration

• Develop the questions and administer the monthly assessments for all Retail Teams, ensuring full participation within the specified timelines. Also responsible for ensuring all retakes are completed as applicable.

Performance Monitoring & Reporting

• Regularly assess training impact through performance data, customer feedback, and operational audits.
• Provide performance coaching and on-the-job support to underperforming staff and new hires.
• Submit post-training reports and recommend actionable performance improvement plans.

Customer Experience Optimization

• Champion customer-centricity in retail operations by training staff on personalized service delivery, problem-solving, and empathy-driven customer engagement.
• Collaborate with Retail Operations and Customer Experience teams to address service gaps identified in customer feedback.

Field Support & Shop Visits

• Conduct regular shop visits to observe staff interactions, operational compliance, and customer service delivery.
• Provide immediate coaching and corrective training interventions on-site.

Qualification/Experience:

• Bachelor’s degree in education, Training & Development, Human Resources or any related field.
• 2–3 years of experience in retail operations training, sales coaching, or customer service management, preferably in FinTech, Telco, or FMCG sectors.
• Strong facilitation, interpersonal, and coaching skills.
• Good knowledge of retail operations, stock control processes, and customer service best practices.
• Ability to analyze operational data and use insights to shape training priorities.
• Willingness to travel frequently to field shops and regional offices.
• Proficiency in Microsoft Office tools; experience with Learning Management Systems (LMS) is an added advantage.