Director of Retail Sales

Job Overview

The Director of Retail Sales reports to the VP of Retail Strategy and Service Excellence and is responsible for leading and executing Citadel’s retail sales strategy across all branch locations & contact center teams. This role ensures the delivery of exceptional member relationship service, drives deposit and loan growth, and fosters a culture of performance, accountability, and continuous improvement. The ideal candidate will be a strategic thinker with a strong background in retail banking, sales leadership, coaching, and team development.

What will I be doing?

As a Director of Retail Sales, you will manage the execution of sales process and relationship deepening strategies to drive consistency across the branch and contact center channels.  The following tasks must be executed with high fidelity:

• Develop and implement retail sales strategies aligned with Citadel’s business objectives to maximize growth.
• Serve as liaison between various department unit leaders to increase value to Citadel’s membership.
• Lead, coach, and mentor branch managers, retail staff, contact center agents to achieve sales targets to deliver exceptional experiences.
• Collaborate with Vice President of Member Experience to ensure the sales process provides appropriate value to the membership and aligns with member experience expectations.
• Manage sales reports, including sales production and budgeted goals, to analyze and provide sales forecasting and guidance for retail incentives.
• Support Region Directors and Call Center Management by reinforcing sales training and coaching methodologies.
• Identify and implement process improvements that are necessary for consistent sales performance.
• Partner with Human Resources and Learning & Leadership Development to prepare retail employees for success in sales and member relationship deepening.

What we are looking for?

The Director of Retail Sales represents Citadel by working on behalf of our external and internal members. To successfully fill this role, you should meet and maintain these skills and values:

• Bachelor’s degree in Business Administration or related fields. Master’s degree preferred.
• 12+ years of progressive experience in retail banking, member support, and at least 5 years in a leadership role.
• Proven track record of driving sales growth and improving member experience satisfaction.
• Strong knowledge of credit union & banking products, services, and regulatory environment.
• Proficiency in Microsoft Office.
• Exceptional communication and interpersonal skills.
• Integrity, Accountability, and Resiliency.

Performance Measurements

Performance is based on the Citadel corporate scorecard as well as departmental and individual goals.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, talk and/or hear for extended periods.  The employee is occasionally required to walk, stoop, kneel, crouch, or bend. The employee will be regularly required to walk and move fluidly within a Retail Office or Corporate Office environment. The employee must occasionally lift up to 20 pounds. The position requires close visual acuity.  Community events can occur in a variety of locations including indoors, outside, or at local employers who partner with Citadel.  There is infrequent travel, unless otherwise noted.

EEO Statement

Citadel is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.