Store Manager – Moomoo Experience Store (Financial Services / Client Service Centre Experience Preferred)
About the Role
Moomoo Australia is seeking an accomplished financial services professional, ideally with experience as a Branch Manager or Assistant Branch Manager, to lead the operations of the Moomoo Experience Store.
This role requires a leader with strong operational discipline, a customer-centric mindset, and the capability to manage a client service centre–style environment with well-defined processes, compliance rigor, and performance accountability.
The Store Manager will be responsible for day-to-day operational excellence, staff leadership, in-store event execution, and driving exceptional customer acquisition and engagement outcomes.
Key Responsibilities
1. Operational Management
* Manage the store with the same precision, structure, and service discipline as a financial branch environment.
* Ensure strict adherence to onboarding, verification, and customer-handling protocols (non-advisory).
* Maintain orderly customer flow, queue management, and consistent service delivery standards.
* Oversee the implementation and continuous improvement of Standard Operating Procedures (SOPs).
2. Team Leadership and Development
* Lead, motivate, and develop a team of full-time and part-time employees to deliver operational and customer excellence.
* Conduct structured training sessions on service standards, onboarding procedures, and product knowledge.
* Foster a performance-oriented culture focused on accountability, efficiency, and high-quality customer outcomes.
* Ensure staff compliance with daily operational checklists, reporting requirements, and behavioral standards.
3. Customer Engagement and Service Delivery
* Deliver a premium, financial-institution–grade service experience aligned with Moomoo's brand standards.
* Support customers through account opening, KYC verification, funding processes, and general operational inquiries.
* Resolve customer issues professionally and elevate complex cases appropriately.
* Build and maintain enduring customer relationships to strengthen loyalty and retention.
4. Performance and KPI Management
* Monitor and manage store performance metrics, including:
o Foot traffic
o Account registrations and openings
o Funded accounts
o Assets Under Management (AUM) inflows
* Develop and present detailed performance reports and insights to support continuous improvement.
* Ensure sales and service KPIs are consistently achieved or exceeded.
5. Event and Activation Management
* Plan and coordinate in-store events, workshops, and brand activations.
* Oversee scheduling, resource allocation, and on-site execution.
* Conduct post-event evaluations to identify learnings and enhance future activities.
6. Store Administration and Governance
* Manage store inventory, marketing materials, reward items, and operational supplies.
* Oversee staff scheduling, attendance, punctuality, and adherence to company policies.
Essential Requirements
* Previous experience in a financial services branch or client service centre, ideally as:
o Branch Manager
o Assistant Branch Manager
o Senior Customer Service Manager
* Strong compliance and risk management awareness, with a demonstrated ability to uphold operational integrity.
* Proven leadership capability in managing frontline operations and achieving performance metrics.
* Exceptional interpersonal, communication, and customer engagement skills.
Desirable Attributes
* Experience in customer onboarding, KYC procedures, or financial product operations.
* Advanced organizational, reporting, and analytical skills.
* Ability to coach, mentor, and develop high-performing teams.
Key Success Indicators
Store operations conducted with financial branch–grade discipline and consistency.
Achievement or surpassing of KPIs related to customer acquisition, funded accounts, and AUM growth.
Effective execution of in-store events with measurable customer impact.
High standards of customer satisfaction and service consistency.
Continuous improvement in staff capability and performance outcomes.
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