We are looking for a Customer Performance Officer to join our Mobility group and manage collections and fleet.

As a Customer Performance Officer, you will play a key role in managing loan repayments and fleet performance for our Mobility customers. Your responsibilities will include engaging with customers to implement repayment schedules, supporting drivers in meeting performance targets, and handling operational challenges. You will also track non-performing accounts, work on asset recovery, and ensure that our collections portfolio remains within the company’s acceptable limits.

About Us

At M-KOPA Mobility, we are revolutionizing transportation by offering affordable, flexible financing options for motorbike owners. Our Mobility solutions enable customers to access reliable transportation, empowering them to generate income and improve their quality of life. https://www.m-kopa.com/mobility

What you'll do

In this role, you will monitor customer performance, provide guidance on loan repayments, and support drivers with fleet-related issues. Whether it's tracking repayments, assisting in resolving operational challenges, or conducting field visits for asset recovery, you will help us maintain high standards of customer engagement and fleet performance.

Fleet Management & Tracking
You will monitor fleet drivers’ daily, weekly, and monthly performance, ensuring they meet their targets. You will also facilitate the resolution of driver issues, coordinate fleet exits, and track non-performing drivers. Your role will be crucial in keeping the fleet productive and financially healthy.

In this role, you will coordinate operational activities, develop strategic partnerships, and ensure best practices are implemented across all markets. You will work closely with local teams to ensure the smooth execution of second-life device operations, including:

Operational Coordination

• Develop strong relationships with teams across M-KOPA’s five markets, ensuring seamless execution of second-life device programs.
• Oversee the rollout of buy-back and trade-in programs, aligning with local market needs.
• Lead the design and implementation of pilot programs and scale successful initiatives.

Program Development & Implementation

• Create and document best practices for second-life device operations, focusing on processes such as buy-back programs, trade-ins, and sales.
• Develop a global playbook for second-life device sales, covering pricing, marketing, and training.
• Provide training and support to country teams, helping them launch and optimize their second-life device programs.

Performance Monitoring & Strategy

• Define and track KPIs for second-life device operations, monitoring performance across markets.
• Regularly report progress and performance insights to senior management and stakeholders.
• Stay updated on industry trends and make strategic recommendations to strengthen M-KOPA’s market position.

On-site Role with Travel
This role is based in one of M-KOPA’s operating markets, with a preference for Nairobi. Travel (up to 33%) will be required across M-KOPA’s markets to support program implementation and coordination.

Expertise

We are looking for candidates with the following qualifications:

• 3+ years of experience in operations management, preferably in the technology or telecommunications sector.
• Experience in the refurbished or second-hand device market is a strong plus.
• Proven track record of managing multi-market operations, with strong project management skills.
• Strong analytical skills and the ability to use data to guide strategy.
• Excellent communication and leadership skills, with the ability to work across diverse markets and teams.
• Bachelor's degree required.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing company (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

M-KOPA, as a policy, does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.