In the first 90 days, the Sales and Operations Manager Partners will be focused on building foundations: understanding the partner landscape, auditing current processes, and delivering early wins on partner activation and sales performance.

Key focus areas in the first three months:

• Conduct a full audit of existing partner relationships — identify top performers, at-risk accounts, and gaps in onboarding or training.
• Establish yourself as the main point of contact for all merchant partners; resolve any outstanding issues and set clear communication cadences.
• Work with the Director of Operations to design and roll out a scalable partner onboarding and training framework for sales staff at merchant shops.

First 3 months focus

• In the first 90 days, the Sales and Operations Manager Partners will be focused on building foundations: understanding the partner landscape, auditing current processes, and delivering early wins on partner activation and sales performance.

Key focus areas in the first three months:

• Conduct a full audit of existing partner relationships — identify top performers, at-risk accounts, and gaps in onboarding or training.
• Establish yourself as the main point of contact for merchant partners; resolve any outstanding issues and set clear communication cadences.
• Work with the Director of Sales to design and roll out a scalable partner onboarding and training framework for sales staff at merchant shops
• Make assessment of the sales and ops junior team members and train them up

Beyond 3 months focus

• Beyond the first three months, the Sales and Operations Manager Partners will shift from foundation-building to scaling and optimisation — growing the partner network, driving sales culture, and embedding data-driven performance management.

Focus areas after month three may include:

• Aggressively expand the number of active merchant partners across Nairobi and target regions, in line with MoPhones’ growth ambitions.
• Recruitment and development of Sales Account Managers responsible for partner operational management; build a high-performance field sales team culture.
• Drive cross-departmental process improvements with Credit, Product, and CX teams to streamline the partner experience and improve sales conversion and device financing uptake.

Success Metrics (KPIs)

• The Sales and Operations Manager Partners will be measured against these success metrics:
• Partner Growth & Sales Performance
• Number of active merchant partners (MoM growth target to be set with Director of Operations)
• Sales revenue generated through partner network vs. target
• Partner retention rate (% of partners active after 90 days)
• Operational Excellence & Team Development
•  Partner onboarding time (days from signing to first sale)
• Sales team performance metrics — quota attainment per Account Manager
• Partner satisfaction / NPS score (collected via structured check-ins or surveys)

What we are looking for

• At least 5 years’ management experience in sales and account management, preferably in telecommunications, retail, or IT.
•  Experience and an existing network in the mobile phone merchant industry in Kenya.
• Strong sales and marketing skills with a proven focus on closing deals and driving revenue through indirect channels.
• Data-savvy — comfortable building your own reports, tracking partner metrics, and making data-driven decisions.
• High ownership and follow-through; you proactively close loops and do not wait to be chased.
• Outcome-driven with an action bias — comfortable moving fast and iterating in an early-stage environment.
• Strong project management skills with ruthless prioritisation — able to manage multiple partners, teams, and initiatives simultaneously.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and/or Google Suite.

• We are looking for a Sales Force Manager to build, train, and manage this distributed network of Lead Generators. This person will be responsible for sourcing partner groups, onboarding and training lead generators, ensuring quality and motivation, and driving consistent growth in lead volume and conversions.
• This is a high-impact role ideal for someone who thrives in fast-moving environments, understands informal/gig ecosystems, and knows how to scale distributed sales networks.

Key Responsibilities

Recruitment & Expansion

• Identify and source networks of potential lead generators, including cab drivers, boda riders, insurance agents, mobile money operators, and other gig-economy workers.
• Build partnerships with associations, SACCOs, fleet owners, gig platforms, and high-traffic community groups.
• Run outreach campaigns, info sessions, and sign-up drives to grow the lead generator base.

Training & Enablement

• Develop simple, scalable training materials for new Lead Generators (WhatsApp modules, short videos, training decks, cheat sheets).
• Deliver onboarding sessions—both in-person and remote.
• Train Lead Generators on MoPhones value proposition, how to introduce the product, and how to submit high-quality leads.

Performance Management

• Track daily/weekly performance metrics: number of active Lead Generators, leads submitted, conversion rate, cost per lead.
• Set performance targets and incentives that drive consistent activity and high-quality leads.
• Identify top performers and nurture them into “super agents.”

Field Support & Motivation

• Provide ongoing coaching and troubleshooting to keep Lead Generators engaged.
• Run incentive programs, competitions, and recognition campaigns to increase activity.
• Visit field locations to gather insights, observe interactions, and improve the sales playbook.

Process & Systems Management

• Work with product/tech teams to streamline the lead submission process (e.g., WhatsApp bots, simple forms).
• Ensure that tele-sales feedback loops are functioning—Lead Generators should know when their leads convert and what their earnings are.
• Maintain accurate records of sign-ups, training, activity levels, and payouts.

Insights & Strategy

• Analyze performance data to identify bottlenecks and improvement opportunities.
• Continuously refine scripts, training, messaging, and incentives.
• Inform the MoPhones leadership team on rollout progress and strategic direction.

Requirements

Must-Have

• 3–6 years experience in sales force management, field sales, agent networks, or gig-worker operations.
• Proven ability to scale distributed sales teams or community-based agents.
• Strong communication and training skills (comfortable presenting to small and large groups).
• Excellent relationship-building skills and understanding of Kenya’s gig economy.
• Data-driven mindset with experience using dashboards, CRM/lead systems, or telesales tools.
• Ability to work in a fast-paced startup environment and adapt quickly.

Key Responsibilities

• Sales and Conversion
• Own end-to-end telesales process – lead contact, to qualification to objection handling to close
• Convert inbound and outbound leads into completed sales consistently
• Meet and exceed defined monthly sales and conversion targets
• Apply structured sales scripts while adapting to the customers’ needs and buying signals
• Demonstrate strong closing instincts while maintaining ethical standards
• Customer and Product Education
• Clearly explain device quality grades, warranties, pricing and instalment plans.
• Educate customers on financing requirements and manage expectations upfront to reduce fallout
• Balance customer experience with commercial outcomes to close deals effectively
• Pipeline and CRM discipline
• Accurately capture and update customer data in the CRM in real time within the set SLAs.
• Actively manage your pipeline, ensuring timely follow-ups and deal progression
• Maintain clean credit-ready submissions to support approval and delivery success.
• Cross functional execution
• Works closely with credit, logistics and CX teams to ensure smooth processing and delivery.
• Proactively flag risks, delays or quality issues that may affect conversions or customer satisfaction.
• Handle escalations professionally and escalate appropriately when required.
• Performance and Continuous Improvement
• Track personal performance against targets
• Identify patterns in objections, lead quality and drop offs and suggest improvements
• Refine sales techniques based on feedback, data and outcomes.

Qualifications:

• At least 1 year of experience in telesales or customer service roles.
• Experience in the mobile device or technology sector is an added advantage.
• Strong communication and interpersonal skills.
• Proficiency in sales techniques and closing strategies.
• Familiarity with CRM tools for managing leads and tracking conversions.
• Ability to handle objections and rejections while maintaining a positive attitude.

We are looking for a Customer Experience Associate to support customers from registration to loan completion, ensuring timely assistance, clear communication, and a consistently high-quality service experience. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on handling customer queries, managing tickets, documenting feedback, and building trusting, long-term customer relationships.

• First 3 months focus
• In the first 90 days, you will learn MoPhones’ products, financing processes, and customer support tools while delivering responsive, accurate support across phone, messaging, and digital channels.

Key focus areas in the first three months:

• Handle incoming customer queries on registration, devices, financing, and repayments within defined SLAs.
• Set up and manage customer accounts in our CRM, ensuring accurate, up-to-date records of every interaction.
• Support customers with basic troubleshooting, process explanations, and escalation of complex issues to the right internal stakeholders.
• Beyond 3 months focus:
• Beyond the first three months, the Customer Experience Associate will focus on improving service quality, reducing repeated contacts, and translating customer feedback into product and process improvements.
• Focus areas after month three may include:
• Proactively follow up on open issues and tickets to ensure full resolution and high customer satisfaction.
• Analyse customer feedback and interaction trends to recommend changes that reduce friction and improve customer journeys.
• Collaborate with credit and sales teams to ensure customers receive consistent, clear communication and support across all touchpoints.

Success Metrics (KPIs)

• The Customer Experience Associate will be measured against these success metrics:
• 10% improved buckets across DPDs (reduction in negative roll rates)
• FCR; team achieves a <4 minutes first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)
• FCR: achieve a < 4-minute first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)
• Post-service CSAT(Quality)>80% of customers satisfied with the quality of service provided
• NPS Call Backs; 100% Attempt Rate in 7 days, 90 Reach Rate in 7 days

What we are looking for

• 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.
• Strong communication skills (spoken and written), with the ability to explain processes simply and build trust with customers.
• Proven experience handling complaints, resolving issues, and staying calm and solution-oriented under pressure.
• Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.
• High ownership and follow-through; you reliably close loops and keep customers informed.
• Ability to manage multiple conversations and priorities at the same time without dropping quality.
• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.

We are looking for a results-oriented Credit Associate to assess creditworthiness, manage loan approvals, and drive strong repayment performance across our customer portfolio. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on high-quality lending decisions, proactive follow-ups, and maintaining a healthy, growing book of business.

• First 3 months focus
• In the first 90 days, you will learn MoPhones’ credit policies, tools, and systems while consistently screening new loan applications and stabilising repayment performance across your assigned portfolio.

Key focus areas in the first three months:

• Review and assess daily loan applications for creditworthiness, including income, risk profile, and ability to repay.
• Support new customer account setup in CRM and finance systems, ensuring accurate data capture and documentation.
• Begin structured follow-ups on repayments for approved customers and align with the credit team on risk thresholds and limits.
• Beyond 3 months focus
• Beyond the first three months, the Credit Associate will focus on optimising portfolio quality, reducing delinquencies, and contributing to credit process improvements.
• Focus areas after month three may include:
• Proactively manage a defined loan portfolio, including repayment tracking, escalation of risky cases, and negotiation of repayment plans.
• Identify credit trends, cohort risk patterns, and operational bottlenecks, and propose improvements to policies or workflows.
• Support the design and implementation of credit initiatives that balance growth with portfolio quality and customer experience.

Success Metrics (KPIs)

The Credit Associate will be measured against these success metrics:

• 90% customers paid >85% (FY26Q1 wk12)
• 90% customers paid >85% (FY26Q1 wk5)
• Courtesy Calls; 100% Attempt Rate, 95% reach rate in 5 days
• 100% of unreached customers have a closed action (i.e. partner/agent called customer, FCO visited customer)
• <5 minutes median onboarding call time

What we are looking for

• 2–3 years of experience in credit risk, lending, loan officer, or similar financing roles, with at least 2 years focused on credit assessment or collections.
• Proven experience with lending procedures, credit analysis, and using financial spreadsheets to evaluate customers.
• Strong analytical skills, sound judgment, and comfort making clear approval/rejection recommendations.
• Familiarity with CRM or lending systems and ability to maintain accurate, up-to-date loan and customer records.
• High ownership, reliability, and comfort working with targets and portfolio performance metrics.
• Degree in Credit Risk, Banking, Finance, Economics, or a related field.
• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.

We are looking for a results-oriented Credit Associate (Temp – 6 months) to support our lending operations during a high-growth period. You will assess customer creditworthiness, support loan processing, and manage repayment follow-ups to maintain a healthy portfolio of financed devices. This role is based onsite in Nairobi and reports to the Director of Credit and Customer Experience.

• First 3 months focus
• In the first 90 days, you will quickly ramp up on MoPhones’ credit policies, tools, and workflows while handling day-to-day credit tasks with accuracy and speed.
• Key focus areas in the first three months:
• Review incoming credit and loan applications against defined eligibility and risk criteria.
• Collect, verify, and record customer financial and KYC information in our systems.
• Support account setup and activation for newly approved customers, ensuring all documentation is complete.
• Begin structured repayment follow-ups on assigned customers and align with the team on escalation paths.
• Beyond 3 months focus
• Beyond the initial ramp-up, you will focus on stabilising and improving portfolio quality, working closely with CX and sales teams. Focus areas after month three may include:
• Proactively manage a defined customer portfolio, monitoring repayments and identifying early signs of risk.
• Negotiate repayment arrangements within guidelines and escalate high-risk accounts as needed.
• Provide feedback on recurring credit issues or process gaps and suggest improvements.
• Support ad hoc credit projects linked to campaigns, new products, or portfolio clean-up.

Success Metrics (KPIs) 

• The Credit Associate – Temp (6 months) will be measured against these success metrics:
• 90% customers paid >85% (FY26Q1 wk12)
• 90% customers paid >85% (FY26Q1 wk5)
• Courtesy Calls; 100% Attempt Rate, 95% reach rate in 5 days
• 100% of unreached customers have a closed action (i.e. partner/agent called customer, FCO visited customer)
• <5 minutes median onboarding call time

What we are looking for

• Strong analytical skills with the ability to interpret financial/repayment data and make sound recommendations.
• High ownership, reliability, and comfort working in a target-driven, fast-paced environment.
• Good communication skills and professionalism when speaking with customers about repayments and obligations.
• Diploma or degree in Finance, Banking, Economics, Business, or a related field.
• Availability to commit to a full-time 6-month temporary contract based in Nairobi.