Agent Relationship Manager - CPT

A vacancy exists for a Agent Relationship Manager within the Kazang-Merchant Division in the Cape Town office.

The Agent Relationship Manager (ARM) is responsible for building, maintaining, and optimizing strong relationships with Kazang's network of agents. This role ensures agents are supported, trained, and equipped to deliver excellent service and achieve growth targets. You will act as the primary liaison between Kazang and its agent ecosystem - driving agent satisfaction, retention, performance growth, and compliance with operational processes.

• Recruit and onboard new agents into the Kazang Agent Portfolio
• Ensure agents complete required documentation, training, and system setup
• Activate agents and ensure they meet initial performance benchmarks

• Serve as the main point of contact for assigned agents.
• Conduct regular check-ins (phone, field visits, virtual) to assess agent satisfaction and performance.
• Provide guidance, resolve complaints/issues, and offer operational support.
• Conduct agent meetings, refresher sessions, and service training.
• Equip agents with product knowledge and best practices for customer engagement.
• Empower agents to maximize revenue opportunities

• Monitor agent performance (transactions, sales volumes, compliance).
• Identify under-performing agents and implement improvement plans.
• Share insights with agent team and put plans in place to increase performance

• Support design and roll-out of agent incentive programs.
• Track incentive performance and communicate rewards efficiently.
• Drive engagement campaigns to improve loyalty and productivity.
• Capture market intelligence and agent feedback.
• Share insights with product and strategy teams to influence productivity.
• Support roll-out of new products and features with agents

• Strong interpersonal and relationship-building skills
• Excellent communication (written + verbal)
• Customer-centric mindset with a proactive approach
• Ability to work independently and under pressure
• Strong analytical skills with attention to detail
• Comfortable with targets and performance metrics
• Proficiency in MS Office (Excel, PowerPoint, Outlook)

• 2-5 years' experience in fintech, FMCG, financial services, or informal trade channel management
• Field-based relationship or sales management experience essential
• Valid driver's licence
• Knowledge of local township/tavern/spaza ecosystems is a strong advantage
• Basic technical aptitude (device troubleshooting, app usage, POS systems)