Retail Store Expansion Senior Manager

Build and scale PayJoy's owned retail store channel from pilot to establishing the operating model, team, and performance standards that make stores a productive, defensible origination channel.

Responsibilities

Build phase

- Design the store operating model

- Format, layout, staffing template, and customer sales motion (including the store-clerk intervention that differentiates stores from D2C and kiosks).

- Establish a per-store unit economics and a productivity minimum floor in target applications/originations per month, driving maximum store viability.

- Create a store-opening playbook, ensuring 100% consistency in each site. This also includes building the resourcing pipeline from recruitment stage, to training and incentive structures for these resources

Scale phase

- Own delivery of the store rollout plan, managing the opening cadence against target.

- Build and lead the store management team (area managers, and regional layer as needed), keeping spans of control healthy.

- Own store-channel performance: originations volume and quality, conversion rate, and store productivity - with direct accountability for underperformers.

- Partner with Business Development on the joint review of structurally underperforming stores (bad location vs. bad execution)

Ongoing

- Work to a clear SLA with Business Development on store activation handoffs (access, space, partner sign-off delivered by Business Development; staffing, training, and productivity delivered by Stores).

- Coordinate with the Kiosk Manager to avoid channel cannibalization and align on shared partner relationships.

- Feed distribution and productivity insight up to Business Development and the Country Manager.

Key Metrics

- Stores opened vs. plan

- Applications/originations per store

- Store conversion rate within the realities of Risk/Fraud measures in place

- Time-to-productivity for new stores

- Cost per origination channel.

- Retail Operations background (multi-site store management)

- Proven record at scaling a store network

- Proven strength in staffing/training pipelines and store-level performance management

Requirements

- Minimum 10 years' experience in retail operations or a related multi-site field.

- A business management qualification (or equivalent).

- Lending, Fintech and/or telco background is beneficial.

- Proven track record of scaling a physical store network of 50+ locations (not just running an established one).

- Strong retail operations background with hands-on multi-site store management experience.

- Entrepreneurial mindset - can do attitude

- Analytical

- Proven strength in building staffing and training pipelines and in store-level performance management, including holding underperformers to account.

- A bias for speed and action. This is a scale mandate, not a caretaker role. We need someone who moves fast, tests in-market, and treats fast failure as cheap learning, willing to make the call, be wrong quickly, adjust, and keep the rollout moving rather than over-engineering for certainty. Playing it safe is the bigger risk here.

- Comfortable operating in a build-then-scale environment: able to design an operating model from first principles and execute it at pace.

- Willing to travel extensively across the store network, with a reliable vehicle and a valid driver's licence.

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
 
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Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening