Tugende is a for-profit social enterprise formally established in 2012 in Uganda. We use asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Operating in Uganda and Kenya, our 460+ staff have served over 30,000 clients and are rapidly growing and innovating.

About the role

The Account Manager – Smartphones will be responsible for the end-to-end management and growth of the smartphone portfolio, from agent recruitment and customer acquisition through disbursement, portfolio management, repayments, and customer retention.

The role will also drive smartphone sales targets, develop and manage the phone-agent network, monitor portfolio performance, and ensure compliance with Tugende's policies and procedures.

The successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing.

Key Duties and Responsibilities

Smartphone Sales & Business Growth

• Drive achievement of monthly and annual smartphone sales and revenue targets.
• Develop strategies to grow sales across different smartphone brands and models.
• Identify opportunities to increase customer acquisition, cross-selling, and retention.
• Monitor sales performance and take corrective action to improve results.

Agent Recruitment & Management

• Recruit, train, onboard, and manage smartphone sales agents in collaboration with merchants.
• Build and maintain an active and productive agent network.
• Set and monitor agent productivity targets and support agents to achieve them.
• Conduct regular agent visits and meetings to strengthen engagement and performance.
• Ensure agents are appropriately branded and have the required sales materials and support.

Customer Acquisition & Vetting

• Market Tugende's smartphone products and services to prospective customers.
• Conduct customer vetting in accordance with the Credit Policy.
• Ensure accurate documentation and timely capturing of customer information in the CRM.
• Ensure all approved customers meet the required documentation and eligibility standards.

Disbursement & Customer Onboarding

• Ensure customers understand the loan agreement, payment terms, and their responsibilities.
• Reinforce Tugende's No-Cash Policy and approved payment channels.
• Ensure customers receive and sign the required documentation.
• Complete all required customer training and system updates before disbursement.

Portfolio & Loan Management

• Monitor portfolio performance and proactively follow up on overdue accounts.
• Conduct customer follow-ups through calls and field visits and maintain accurate records.
• Drive achievement of smartphone quality-of-sale and repayment targets.
• Initiate appropriate recovery actions for accounts in default in line with company policy.
• Ensure customer agreements and supporting documentation are properly maintained.

After-Sales & Customer Experience

• Coordinate resolution of customer complaints and incidents.
• Support customers with warranty and technical issues and follow up on stolen or damaged devices.
• Maintain strong customer relationships and identify opportunities for repeat business and additional products.

Trade & Channel Activations

• Work with the Marketing team to plan and execute local smartphone sales and brand activations.
• Support agents in conducting localized sales activities.
• Develop initiatives, campaigns, and incentives that strengthen agent engagement and channel growth.
• Ensure appropriate stock levels are maintained in line with established guidelines.

Data, Systems & Compliance

• Maintain accurate and timely customer, agent, and sales records.
• Document all customer and agent interactions in the relevant systems.
• Ensure compliance with Tugende's policies, procedures, and loan terms.

Qualifications & Experience

• Diploma or equivalent qualification in Business or a related field.
• At least 1 year of experience in sales, microfinance, consumer finance, or a related field, preferably with experience in smartphone or device financing.
• Demonstrated ability to drive sales and manage a sales or agent network.
• Strong interpersonal, communication, and relationship-management skills.
• High level of integrity, accountability, and transparency.
• Motorcycle riding will be an added advantage
• Strong commitment, dependability, and ability to work independently and as part of a team.

• Drive achievement of monthly and annual smartphone sales and revenue targets.
• Develop strategies to grow sales across different smartphone brands and models.
• Identify opportunities to increase customer acquisition, cross-selling, and retention.
• Monitor sales performance and take corrective action to improve results.
• Recruit, train, onboard, and manage smartphone sales agents in collaboration with merchants.
• Build and maintain an active and productive agent network.
• Set and monitor agent productivity targets and support agents to achieve them.
• Conduct regular agent visits and meetings to strengthen engagement and performance.
• Ensure agents are appropriately branded and have the required sales materials and support.
• Market Tugende's smartphone products and services to prospective customers.
• Conduct customer vetting in accordance with the Credit Policy.
• Ensure accurate documentation and timely capturing of customer information in the CRM.
• Ensure all approved customers meet the required documentation and eligibility standards.
• Ensure customers understand the loan agreement, payment terms, and their responsibilities.
• Reinforce Tugende's No-Cash Policy and approved payment channels.
• Ensure customers receive and sign the required documentation.
• Complete all required customer training and system updates before disbursement.
• Monitor portfolio performance and proactively follow up on overdue accounts.
• Conduct customer follow-ups through calls and field visits and maintain accurate records.
• Drive achievement of smartphone quality-of-sale and repayment targets.
• Initiate appropriate recovery actions for accounts in default in line with company policy.
• Ensure customer agreements and supporting documentation are properly maintained.
• Coordinate resolution of customer complaints and incidents.
• Support customers with warranty and technical issues and follow up on stolen or damaged devices.
• Maintain strong customer relationships and identify opportunities for repeat business and additional products.
• Work with the Marketing team to plan and execute local smartphone sales and brand activations.
• Support agents in conducting localized sales activities.
• Develop initiatives, campaigns, and incentives that strengthen agent engagement and channel growth.
• Ensure appropriate stock levels are maintained in line with established guidelines.
• Maintain accurate and timely customer, agent, and sales records.
• Document all customer and agent interactions in the relevant systems.
• Ensure compliance with Tugende's policies, procedures, and loan terms.

• Strong interpersonal, communication, and relationship-management skills.
• High level of integrity, accountability, and transparency.
• Strong commitment, dependability, and ability to work independently and as part of a team.
• Demonstrated ability to drive sales and manage a sales or agent network.

• Diploma or equivalent qualification in Business or a related field.
• At least 1 year of experience in sales, microfinance, consumer finance, or a related field, preferably with experience in smartphone or device financing.