Chief Retail Banking Officer (78142)

Chief Retail Banking OfficerHybrid • Headquarters - Marlborough, MA 01752Salary Range $225,000.00 - $265,000.00 Salary/year Level Senior Position Type Full Time Category ExecutiveThe Chief Retail Banking Officer (CRBO) is the senior executive accountable for the strategic growth, sales culture, and client experience of Main Street Bank's retail franchise: six banking centers, Video Connect Banking/Client Care Center, marketing, mortgage and consumer lending. The day-to-day leadership of these functions sits with an experienced, well-regarded team: the VP, Branch Administration; the SVP, Marketing & Digital; and the VP, Retail Lending. The Chief Retail Banking Officer leads through them, setting direction, aligning priorities, and holding the organization accountable for results.The work begins with an honest assessment of the Bank's current growth, sales, and client experience strategies: what is working and what is not. From there, this executive builds on what works, ensures consistent and effective execution, and changes course when opportunities emerge. The role leads a thoughtful transformation from reactive order-taking to proactive relationship management with purpose, building over time into a service-based sales culture that produces durable, long-term growth.This role is anchored in the Bank's Brand Promise and the 3D Banking process that keeps it. The retail strategy must align fully with both, and the CRBO serves as a visible evangelist inside the Bank and in the communities the Bank serves.After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with availability expected during core business hours and an agreed-upon number of days per month on site.Leadership Team & ScopeLead through the VP, Branch Administration, who owns day-to-day management of the six banking centers, including front-line staffing, performance, and service delivery.Lead through the SVP, Marketing & Digital, who owns day-to-day management of marketing and brand, digital banking, and the Video Connect Banking/Client Care Center.Lead through the VP, Retail Lending, who owns day-to-day management of mortgage and consumer lending sales and the handoff from sale to closing.Provide strategic direction for small business deposit growth through the Business Services Relationship Manager, as well as community engagement and financial education.Develop the leadership team as a group, hold each leader accountable for executing the strategy in their area, strengthen collaboration, and build bench strength.Brand Promise EvangelistLearn, absorb, and embrace the Brand Promise and the 3D Banking process until they shape every decision, priority, and conversation this role leads.Serve as the chief evangelist for the Brand Promise inside the Bank, across the teams this role leads, and in the communities the Bank serves.Make Discover. Design. Deliver. the standard for every retail client interaction across banking centers, the digital branch, the Client Care Center, and lending.Carry the promise into relationships with clients, colleagues, and the community.Lead retail participation in the phased enterprise rollout of the Brand Promise, including internal launch, training, external rollout, and sustained reinforcement.Ensure training, communication, measurement, and leadership accountability are in place so the promise is demonstrated in how clients are served.Retail Growth StrategyCreate and own the retail growth, sales, and client experience strategy, aligned with the Brand Promise, 3D Banking, and the Bank's enterprise strategic plan.Assess current strategies across banking centers, the digital branch, the Client Care Center, marketing, and lending to determine what is working, what is not, and why.Expand effective strategies and ensure consistent execution across every channel and team.Adjust or retire ineffective strategies with a clear rationale and measurable expectations for replacements.Translate strategy into operating plans, budgets, goals, and scorecards owned and executed by the leadership team.Remain accountable for retail growth, sales, and client experience results, including deposit and loan growth, household and relationship expansion, and client retention.Relationship ManagementMove the retail organization from reactive order-taking to proactive relationship management with purpose by anticipating needs, starting conversations, and deepening relationships over time.Build a service-based sales culture in which growth results from understanding and serving clients well and relationships are measured in years, not transactions.Champion 3D Banking as both the Discover. Design. Deliver. process and a commitment to relationships with real depth.Set expectations, measures, and incentives that reward relationship depth, proactive outreach, and client outcomes, not only product counts.Ensure front-line coaching, training, and performance management reflect this standard, with leaders owning development of their teams.Banking Centers & Digital BranchSet the strategic direction for the six banking centers and the digital branch, executed through the VP, Branch Administration.Position banking centers as community relationship hubs where colleagues are invaluable in important moments and proactive in deepening relationships.Activate banking centers as a referral engine for mortgage, consumer lending, small business, and business banking and cash management.Hold the network accountable for deposit growth, household and relationship acquisition, and service excellence.Marketing, Digital & Video Connect Banking/Client Care CenterSet strategic direction for marketing, digital banking, and the Video Connect Banking/Client Care Center, executed through the SVP, Marketing & Digital.Ensure marketing takes the Brand Promise to market with one consistent, distinctive voice and is accountable for measurable ROI and growth.Make routine banking, including account opening, onboarding, website and mobile experiences, and self-service, work so reliably that clients do not have to think about it.Position the Video Connect Banking/Client Care Center as a relationship channel, not only a support function, extending the Bank's reach beyond its physical footprint.Mortgage & Consumer LendingSet strategic direction for mortgage and consumer lending sales, executed through the VP, Retail Lending.Ensure major life moments are handled with expertise, accessibility, and follow-through, regardless of where the relationship begins.Ensure a seamless experience from sale to closing in partnership with lending operations, processing, and underwriting.Small Business Deposit GrowthOwn the strategy for small business deposit growth in current and potential future markets, executed through a Business Services Relationship Manager who understands the systems and technology small business owners need.Lead with deposits and liquidity rather than lending, positioning the value proposition as operational and advisory.Target roughly $10 million in deposit and liquidity account growth per relationship manager in year one.Maintain a strong, collaborative relationship with cash management under the Chief Commercial Lending Officer while recognizing the distinct client segments served.Community EngagementSet the Bank's community engagement strategy across all markets, with execution led by marketing and banking center leadership.Serve as a visible community ambassador and example of the Brand Promise in every market the Bank serves.Champion grassroots, guerrilla-style marketing that uses banking center teams to create visible local moments beyond the reach of a traditional marketing calendar.Ensure sponsorships, partnerships, and charitable giving address real community needs and measure business and community impact.Customer Financial Education & EmpowermentOwn a financial education strategy for consumers and small businesses that helps clients feel more in control of their financial lives.Ensure education covers a broad range of financial topics and complements rather than replaces the role of a client's CPA or attorney.Guide a locally relevant delivery model that may include school programs, lunch-and-learns with local employers, and webinars delivered through Bank teams.Enterprise CollaborationPartner closely with the Chief Commercial Lending Officer and the SVP, Cash Management to align marketing, the unified sales process, and client experience for commercial and larger business clients.Use banking center colleagues and digital channels to drive referrals, cross-sell, and a seamless experience for cash management clients.Break down silos and strengthen referral activity, relationship deepening,