Chief Retail Officer - FL

The Chief Retail Officer at our credit union is a pivotal leadership role responsible for driving revenue growth, enhancing member satisfaction, and ensuring the delivery of exceptional financial services. This role combines strategic vision with hands-on management, leading a dynamic team to achieve sales targets, uphold service excellence, and foster member relationships.

Responsibilities:

Strategic Leadership

• Develop and execute a comprehensive sales and service strategy aligned with the credit union's objectives to achieve market growth, member satisfaction and financial performance targets.

• Lead the sales and service team in setting ambitious goals, establishing performance metrics, and implementing strategies to drive growth and enhance member retention.

• Monitoring market performance, analyzing financial data, and making strategic decisions to optimize revenue, control expenses and maximize profitability.

• Tracks key performance indicators, analyzing industry trends, and benchmarking against competitors to identify opportunities and threats.

• Review financials regularly to understand the financial health and performance of LMCU.

Revenue Generation

• Drive revenue growth by overseeing sales initiatives across all channels with the branches, online platforms, and digital channels.

• Identify opportunities for cross-selling and upselling financial products and services, ensuring alignment with member needs and organizational goals.

Member Experience

• Champion a member-centric approach to service delivery, ensuring that every interaction reflects our commitment to excellence.

• Solicits feedback to understand members financial goals and challenges within their markets to identify solutions and support.

• Implement initiatives to enhance the member experience, streamline processes, and resolve member concerns promptly and effectively.

• Stays informed on market trends, regulatory changes, and emerging technologies to anticipate and address members' evolving preferences and expectations.

Team Management

• Provide strong leadership to the sales and service team, fostering a culture of collaboration, accountability, and continuous improvement.

• Identifies talent aligned with the LMCU's values and goals. Ensures comprehensive onboarding programs. Establishes clear performance expectations and accountability.

• Set clear expectations, provide ongoing coaching and development, and empower team members to achieve their full potential.

• Promotes growth mindset, soliciting feedback, and empowering employees to take ownership of their professional development and contribute ideas for process enhancements and organizational growth.

• Meet with Regional Directors regularly to evaluate market success, nurture talent and ensure the team remains adaptable and resilient in a dynamic environment.

• Establishes rapport, measures performance, and provides coaching by being present with staff through intentional branch visits within the region.

Stakeholder Partnership

• Collaborate with internal stakeholders, including marketing, operations, and finance, to align sales and service efforts with broader organizational objectives.

• Meets and collaborates with other Chief Retail Officers allowing knowledge exchange, best practice sharing and coordinated efforts to achieve common goals across different regions.

• Engages with external partners such as vendors, industry associations, and competitive banking associates to benchmark and share expertise, resources, and opportunities for collaboration that will enhance competitive position and drive business growth.

Compliance and Risk Management

• Ensure compliance with regulatory requirements and internal policies related to sales practices, data security, and member privacy.

• Mitigate risks associated with sales activities and implement controls to safeguard the credit union's reputation and assets. Ensures regular audits are conducted to assess compliance.

• Stays updated on relevant laws and regulations and provides oversight to policy and procedure adherence.

Performance and Reporting

• Monitor key performance indicators (KPIs) related to sales, service quality, and member satisfaction.

• Analyze data trends, identify areas for improvement, and provide regular reports and updates to senior management on the performance of the sales and service function.

• Communicates opportunities by highlighting areas for growth, such as new market segments, product innovations, or partnership opportunities, and outlining strategies to capitalize on them effectively

• Effectively communicates with all stakeholders by tailoring messages to the specific needs and preferences of each audience, whether it is through written reports, presentations, or interactive discussions, and ensuring transparency, clarity, and alignment with the credit union's overall goals and objectives

Promote LMCU Culture

• The employee consistently demonstrates a commitment to the culture of Lake Michigan Credit Union. They exhibit the core values that define LMCU's PRIDE culture (Passionate, Respectful, Innovative, Dependable, Empowered) and contribute to the success of others on the team. Example behaviors might include, but are not limited to:

• Doing what's right for the member and for each other.

• Maintaining an optimistic and positive attitude towards others.

• Demonstrating the highest standards of ethics and personal values.

• Embracing diversity and upholding a culture of inclusion.

• Sustaining credibility by following through on commitments.

• Engaging in healthy dialogue to find win/win solutions.

• Additionally, as a leader be a culture enthusiast.

• Your actions, behaviors, and decisions set the tone for the entire workforce. It is expected you actively embody the values and norms of the culture to send a clear message to employees about what is expected and valued.

• Promote and live the culture, to inspire employees to align their behaviors and actions accordingly. This alignment fosters a sense of unity and cohesion within the organization.

• Demonstrate consistency between your words and actions to build trust among employees. Trust in leadership fosters a positive work environment where employees feel safe, valued, and motivated to contribute their best.

• Reinforce culture through recognition and rewards.

Required Experience and Qualifications:

• 7+ years of experience in retail banking, with a proven track record of success in sales leadership roles.

• Bachelor's degree in Business Administration, Finance, or related field; MBA preferred.

• Strong understanding of retail banking products and services.

• Excellent leadership, communication, and interpersonal skills.

• Strategic thinker with the ability to analyze market trends and develop innovative solutions to drive business growth.

• Proven ability to build and maintain relationships with customers, stakeholders, and cross-functional teams.

• Familiar with CRM systems, analytic tools, and other technology solutions used in retail banking operations.

Who We Are:

We're proud of our past, thrilled with our present, and couldn't be more excited about our future! Lake Michigan Credit Union has grown to become one of the largest credit unions in the nation with our headquarters in West Michigan.

As a credit union, LMCU is a not for profit institution, owned by its members, instead of corporate stock holders. We are accountable directly to our members, and they directly share in our success - benefitting by lower and fewer fees, better savings and checking interest rates, lower cost mortgages and a host of other advantages that simply don't exist at traditional banks.

It's about always doing what's best and right for our members - it guides everything we do. From friendly, knowledgeable and professional employees who greet you by name, to offering stellar value at every turn, LMCU works for its members.

Working with LMCU you can grow and advance in your career and work with talented teams that help you become better each and every day. As an employee you can have confidence in knowing your work is having an impact by supporting our mission of serving our members' lifetime financial needs.

You'll be encouraged to innovate and excel and we're committed to your empowerment as an employee, providing ongoing training, development, support, and opportunities for you to achieve your career goals.

Have additional questions about the role?

You may email us at: Careers@lmcu.org.

If you lack access to the internet or internet connectivity, or have a disability that hinders your ability to apply online, please choose one of the following options to obtain assistance:

Call us at: (616) 242-9790

Mail your resume to: 5664 Prairie Creek Drive, Caledonia, MI 49316

Please Note: These options are reserved for use by individuals requesting an accommodation as a candidate. Information received via these options will be routed to our HR team, who will provide appropriate assistance to facilitate the completion of LMCU's online application.

LMCU is an Equal Opportunity Employer