Role OverviewMoomoo Financial Canada is hiring one Retail Store Manager for its first Vancouver location. The Store Manager will independently lead their assigned store while working closely with the other location and cross-functional teams.
The Store Manager is responsible for the ongoing performance of the assigned store, including team leadership, sales growth, client experience and relationships, daily operations, local marketing, and compliance. In addition, the Store Manager owns a portfolio of high-value clients across the Canadian market, delivering a premium relationship experience to sophisticated investors and supporting client retention, asset growth, and long-term relationship development. We are seeking a hands-on, commercially driven leader who can launch and build a high-performing operation in a regulated financial services environment.
Key ResponsibilitiesStore Development & Operations- Lead pre-opening preparations, including staffing, training, operating procedures, technology testing, vendor readiness, and launch activities.
- Manage daily store operations, including staffing, customer traffic, opening and closing procedures, technology, security, supplies, facilities, and overall store readiness.
- Manage approved project and operating budgets, review expenses and invoices, maintain business-continuity and incident-escalation procedures, and prepare regular management reports.
- Continuously improve store workflows, service standards, resource utilization, and the overall customer journey.
Team Leadership, Sales & Business Growth- Recruit, onboard, train, schedule, coach, and develop a client-facing team, setting clear expectations for sales, service, operations, and compliance.
- Build an accountable, collaborative, and high-performing culture through regular coaching, performance reviews, and development plans.
- Ensure employees complete all training and internal approvals required for their roles.
- Own store performance and lead the team in achieving approved client-acquisition, account-opening, account-funding, engagement, client-retention, asset-growth, referral-generation, and new-client-conversion targets, and other sales and operational KPIs.
- Develop and execute local sales plans and drive growth through walk-in traffic, referrals, partnerships, community outreach, events, and other approved channels.
- Monitor results, identify performance gaps, and coach employees on proactive engagement, platform demonstrations, follow-up, objection handling, and sales conversion.
- Own and grow a portfolio of high-value clients across the Canadian market, providing responsive service and supporting their ongoing platform, account, and funding needs.
- Serve as the key point of contact for priority clients throughout the client lifecycle, including onboarding, activation, ongoing engagement, service support, and long-term relationship management.
- Identify opportunities to deepen existing client relationships and improve client engagement.
- Collaborate with the Store Manager in the other city and cross-functional teams to share best practices and maintain consistent standards across locations.
- Work at off-site pop-up locations, booths, and brand activations at malls, campuses, conferences, and other external venues to acquire new clients and build brand awareness.
Client Experience, Relationship Management, Marketing & Community Engagement- Ensure every visitor receives professional, knowledgeable, timely, and inclusive service.
- Introduce Moomoo's platform, products, tools, and services, and support clients with account opening, funding, platform setup, app navigation, and general inquiries - supporting the full client journey from onboarding and activation through ongoing engagement and long-term relationship development.
- Resolve or appropriately escalate complex client, account, technical, product, privacy, complaint, or compliance matters.
- Provide structured client feedback and market insights to internal teams to improve product, service, and client experience, and implement improvements that strengthen satisfaction, engagement, retention, and referrals.
- Manage and grow relationships with high-value clients across the Canadian market.
- Deliver a premium relationship experience to sophisticated investors, including high-value, high-net-worth, and active-investor segments.
- Build trusted, long-term client relationships through proactive communication, thoughtful follow-up, and professional service, maintaining a regular engagement cadence with priority clients.
- Partner with Marketing and other teams to plan and execute approved store campaigns, workshops, platform demonstrations, community events, client engagement activities, educational sessions, appreciation events, and premium client programs.
- Build approved local relationships and coordinate event logistics, promotional materials, content, vendors, on-site execution, and follow-up.
- Maintain accurate CRM records, client notes, service plans, follow-up actions, and documentation.
Compliance & Risk Management- Promote a strong culture of compliance, operational discipline, client protection, privacy, and appropriate escalation.
- Ensure store activities comply with applicable CIRO requirements, FINTRAC and anti-money-laundering obligations, privacy requirements, client communication standards, MFC policies, and other applicable laws and regulations.
- Identify and escalate operational, conduct, service, or risk-related concerns when appropriate.
RequirementsEducation & Experience- Bachelor's degree in Business, Finance, Management, or a related field is preferred.
- Completion of the Canadian Securities Course, CSC, and Conduct and Practices Handbook, CPH.
- At least ten years of relevant experience in retail financial services, banking, brokerage, fintech, or another regulated client-facing environment.
- Demonstrated experience managing a retail store, financial services branch, client experience centre, or comparable operation and leading a client-facing sales or service team.
- Proven ability to achieve sales, client-acquisition, business-growth, and operational performance targets.
Knowledge & Capabilities- Strong project management, leadership, coaching, decision-making, conflict-resolution, and performance-management capabilities.
- Fluency in English, Mandarin and/or Cantonese is required, with strong verbal and written communication skills and the ability to serve clients professionally. Proficiency in Korean or French is an asset.
- A proactive, hands-on, and results-oriented approach to sales, client acquisition, business development, and store operations.
- Strong client-facing and communication skills, with the ability to work effectively with diverse clients, employees, executives, contractors, and external partners.
- Solid understanding of financial markets, self-directed investing, brokerage platforms, investment products, and Canadian financial-services regulations.
- Familiarity with North American capital markets, including U.S. and Canadian equities, ETFs, fixed income, foreign exchange, and market structure, is an asset.
- Knowledge of options, margin, order types, and trading-related risk concepts is an asset.
- Understanding of Canadian registered accounts, including RRSP, TFSA, and FHSA, and other wealth-planning topics is an asset.
- Strong organization, attention to detail, problem-solving, and judgment, with the ability to manage multiple priorities and escalate issues appropriately.
- Comfort with digital trading platforms, CRM systems, performance dashboards, reporting tools, and other business technology.
- Ability to work independently as the assigned store's primary leader while maintaining close alignment with management and cross-functional teams.
- Progress toward or completion of PFP, CFP, CIM, CFA, or other relevant professional designations is a strong asset.
Licensing, Travel & Availability- Completion of the Canadian Securities Course (CSC) is preferred; relevant CIRO registration or other Canadian financial-services licensing is an asset.
- Willingness and ability to travel between Toronto and Vancouver multiple times per year, particularly during the first year, for training, planning, store-opening preparation, collaboration, and operational alignment.
- Willingness and ability to complete any licensing, registration, training, or internal approval required for the role.
- Ability to work on-site at the assigned location, attend the site regularly during development and construction, and work evenings, weekends, or public holidays when required for project milestones, training, events, launch, or ongoing operations.
BenefitsWhat We Offer- Competitive salary, comprehensive benefits, and performance-based incentives
- Opportunities for professional growth in a fast-growing fintech company
- Work in a company that's a global leader in online brokerage and wealth management
How to ApplyIf you are a results-driven individual with a passion for operations and technology in the trading world, we want to hear from you. Please submit your resume and cover letter outlining your relevant experience and why you are the ideal candidate for this role.
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Moomoo Canada Human Resources Team
