Retail Sales and Service Program Manager

The Retail Sales & Service Manager plays a critical leadership role in driving sales performance, customer experience excellence, and employee development throughout the Retail Bank. In partnership with the Director of Retail Sales & Service, this position is responsible for the design, implementation, management, and continuous improvement of sales and service strategies, training programs, sales routines, customer experience initiatives, and sales campaigns.

This role serves as a strategic partner to Retail Leadership, Specialized Lending, Mortgage, Advisory Services, Marketing, and other key stakeholders to ensure consistent execution of the Bank's sales and service objectives. The Retail Sales & Service Manager is accountable for enhancing sales effectiveness, identifying performance opportunities, developing employee capabilities, and fostering a customer-focused culture that delivers exceptional results and experiences.

A key responsibility of this role is developing teammates through coaching, training, and real-world application. The successful candidate must understand the importance of helping customers improve their financial well-being and be passionate about equipping employees to confidently identify needs, provide meaningful solutions, and build lasting relationships. Through the use of real-life banking experiences, customer success stories, and practical coaching, this position helps create a culture where sales and service are viewed as opportunities to make a positive impact on customers' financial lives while delivering value to both the customer and the Bank.

The successful candidate must demonstrate strong leadership, collaboration, communication, presentation, and project management skills, along with a commitment to continuous improvement, operational excellence, and employee development.

Sales & Service Leadership

• Support the development and execution of short- and long-term sales and service strategies aligned with the Bank's strategic objectives.
• Partner with Regional Bank Managers and Branch teams to drive sales growth, customer retention, and service excellence.
• Lead the development, implementation, and ongoing enhancement of sales methodologies, sales routines, customer experience standards, and service strategies.
• Monitor and analyze sales and service performance metrics to identify opportunities, trends, and areas for improvement.
• Recommend and implement initiatives that improve productivity, customer satisfaction, and overall operating performance.
• Equip retail leaders and teammates with the tools, resources, and best practices necessary to achieve sales and service goals.
• Ensure sales and service initiatives align with established organizational objectives and support sustainable growth.

Sales & Service Training and Development

• Lead the design, implementation, and continuous improvement of retail sales and service training programs.
• Develop and deliver training, coaching, workshops, and learning resources that strengthen sales effectiveness, service excellence, and customer engagement.
• Champion a consultative sales and service culture focused on understanding customer needs, providing meaningful solutions, and improving customers' financial well-being.
• Utilize real-life banking experiences, customer interactions, success stories, and industry knowledge to create practical and impactful learning opportunities.
• Coach and mentor teammates on relationship building, financial conversations, needs-based selling, objection handling, and service excellence through real-world application and examples.
• Identify sales and service skill gaps through performance analysis, field observations, and leadership feedback, and implement development plans to address those opportunities.
• Partner with business line leaders and Retail Leadership to ensure training content aligns with strategic priorities, product initiatives, sales campaigns, and customer experience expectations.
• Foster a culture of continuous learning, coaching, collaboration, and knowledge sharing by promoting best practices and successful customer outcomes across the Retail Bank.
• Support onboarding and ongoing employee development while ensuring consistent sales and service execution across all markets and branch locations.
• Measure training effectiveness and continually enhance programs based on employee feedback, performance results, and business needs.

Sales Campaign Management

• Develop and manage sales campaigns that support strategic initiatives while addressing the unique needs of each market and region.
• Collaborate with marketing and key stakeholders to create engaging, customer-focused campaigns that drive business results.
• Oversee all aspects of campaign development and execution, including:
  • Campaign themes and messaging
  • Training and educational opportunities
  • Performance reporting and measurement
  • Rewards, and recognition programs
  • Communication strategies and support materials
• Provide sales tools, resources, and guidance to maximize campaign effectiveness.
• Lead internal communication efforts related to sales and service initiatives and campaigns.
• Evaluate campaign performance and implement improvements based on results and employee feedback.
• Ensure all sales campaigns support ethical sales practices and align with customer needs and organizational objectives.

Sales Governance and Risk Management

• Ensure appropriate controls, monitoring, and oversight are established for all sales initiatives and campaigns.
• Partner with Risk, Compliance, and other stakeholders to ensure alignment with applicable regulatory requirements and organizational policies.
• Develop and maintain procedures that support ethical sales practices and customer-focused outcomes.
• Implement training and communication plans to reinforce compliance with sales-related policies and standards.
• Establish monitoring practices that identify performance trends, outliers, and potential risks requiring additional review or action.

Program Support and Administration

• Assist in the management and evolution of the Bank's Customer Service Profile Program.
• Support special projects, initiatives, and strategic priorities as assigned.
• Maintain effective partnerships across Retail Banking, Marketing, Operations, Learning & Development, Product Management, Finance, and other support areas to ensure successful execution of sales and service initiatives.

Compliance Training:  Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

Other Duties:  This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education: Bachelor's degree in Business Administration, Finance, Marketing, or a related field preferred, or equivalent banking and sales leadership experience.

Experience: Minimum of five (5) years of financial services sales management experience preferred

Required Skills:

• Experience developing and managing customer acquisition, retention, and relationship-deepening initiatives.
• Demonstrated ability to develop, implement, and evaluate sales and service strategies that drive measurable business results.
• Strong strategic planning and analytical skills, with experience presenting recommendations to leadership.
• Proven ability to lead, influence, and collaborate across multiple business lines and organizational levels.
• Experience developing and delivering training, coaching, and employee development programs.
• Strong project management, organizational, and time management skills.
• Solid understanding of financial services products, sales processes, customer experience strategies, and retail banking operations.
• Strong financial acumen with the ability to interpret financial reports, profitability metrics, and performance data.
• Exceptional verbal, written, presentation, and facilitation skills.
• Demonstrated commitment to maintaining the highest standards of integrity, ethics, and professionalism.

• Must be able to pass a criminal background & credit check

FLSA Status: Exempt

Supervisory Responsibility

This position does not manage employees

Working Environment and Physical Demands

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.

Physical requirements:  sedentary, climbing, standing, stooping, or typing

Position requires schedule flexibility to work evenings and weekends as needed.

This position requires up to 40% travel.

Position Type

This is a full-time position.

Other

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.