Chief Experience Officer

Summary of Job Responsibilities :


Directs and oversees all retail service delivery including deposit operations, customer care, marketing and treasury management at all locations. Leads and champions Retail sales and coordinates the goal setting, deposits and related fee income. Ensures all bank and regulatory policies and procedures are followed consistently. Ensures that customer service is aligned with strategic plan and core values. Leads the bank's marketing efforts to "brand the bank," retain or gain market share and develop the appropriate ongoing products and services needed for the bank's market niches. Accountable for complying with all Bank Secrecy Act and Anti-Money Laundering regulations, bank policies and procedures.

Essential Duties :

• Coordinates the customer service functions at all locations to emphasize the appropriate level of sales and maximization of new and existing customer relationships. Ensures proper procedures are established and consistently followed at all locations. Tracks cross-sell ratios as appropriate for CSR's, and Tellers. Makes recommendations on new or revisions to existing retail products to enhance and maintain profitability. Responsible for Branch loan and deposit growth of the Bank's offices.
• Foster overall team approach that motivates staff to appropriately sell the Bank's products to meet Bank office goals and objectives. Works with branch managers to coordinate teller functions and ensure procedures are administered and followed on a consistent basis at each location. Uses the Bank's systems to monitor teller efficiency and productivity. Works with Branch managers to share Retail staff in a "team" manner across locations, contributing to the Bank's efficiency while maintaining the appropriate level of service for a given location or market.
• Interacts with customers to identify their needs. Works with appropriate areas of the Bank to identify solutions for these needs through existing products and services and enhancements to existing systems.
• With the Management Team, further develops the bank's Marketing function to assist with appropriate "branding" of the bank. Works with managers on new or revised product development. Monitors monthly financials at each Branch to ensure goals are met and information is accurately stated.
• Coaches and develops retail management, including performance management and career development plans. Sets goals and evaluates individual performance. Regularly communicates policies and goals. Conducts interviews and participates in hiring decisions for all key retail positions within the Bank's offices. Provides direct guidance of personnel activities which affect the retail Bank personnel including salary administration, incentive, and department Bank office objectives, to ensure solid team efforts towards the attainment of Bank goals.
• Provides coaching and training for all retail Bank personnel in the areas of sales and service to provide excellent customer service and retention of current customer base.
• Provides coaching and training for all deposit operations, customer care, treasury management, and marketing to provide excellent customer care and retention of current customer base.
• Provides support to treasury management in identifying opportunities to grow business or commercial based deposit balances through the sell-in of treasury management services to current and future customers.
• Researches, creates, and implements marketing and public relations programs that will promote all services and products and favorably project the bank's image and goals. Continually monitors present and past marketing activities to measure growth and profitability of different programs, including, but not limited to, loans, deposits, etc. Conducts periodic research of communities, customers, etc. to determine needs and habits of the market area.
• Maintains a wide variety of contacts, coordinating marketing activities, promoting services, exchanging information, and representing the bank at civic and trade functions and professional organizations.
• Actively participates in community affairs to increase Bank's visibility and enhance new business opportunities.
• Reviews and evaluates potential products and recommends the development of new products or modification of existing ones.
• Coordinates and directs the design and development of new products and modifies existing products in conjunction with the relevant departments.
• Establishes marketing objectives for each product and conducts a bi-annual review of assigned products to accurately recommend exit, modification or continued use.
• In charge of the bank's advertising and promotion of the website, Facebook, Twitter, etc.

Management Specific :

• Ensures that retail employees have clear goals and responsibilities consistent with bank culture and core values.
• Works with direct reports to set performance standards that are specific and measurable.
• Supports, coaches and mentors retail, deposit operations, customer care and marketing teams.
• Provides specific performance feedback, positive and corrective, as soon as possible after the event and formally at least once a year. Deals firmly and promptly with performance problems.

Minimum Requirements :

• Education
  • Bachelor's degree from four-year college or university, or equivalent, plus additional bank related training or Banking School
• Experience
  • 5 years' retail management experience, with some portion of the time managing multi-branch locations and/or equivalent combination of education and experience
  • 2 years general bank lending experience
  • 2 years of experience performing marketing/market research and analysis and/or sales in a financial institution or similar organization. Equivalent combination of education and experience will be considered.
  • Comprehensive understanding of financial institutions, retail products and services
  • Knowledge of financial institution marketing principles
  • Experience with social media is required and prior experience in mobile banking is desirable.

Other Skills:

• Innovative/Creative
• Ability to initiate and embrace change
• Good communication skills, both verbal and written
• Sales skills
• Ability to motivate and coach others
• Basic accounting principles and relative application to profitability leverages and risk management
• Understanding of consumer compliance issues and regulations

Working Conditions:

• Generally good, minimum discomfort from noise, heat, dust and other causes.