Retail Experience Manager

Description

We are seeking a dynamic and experienced Retail Experience Manager to enhance the customer experience related to our deposit products and services. This role is pivotal in ensuring that our customers receive a seamless and positive experience in all deposit-related interactions. The ideal candidate will possess strong leadership skills and a strategic mindset to drive product design and implementation.

Essential Functions

• Deposit Experience Strategy: Develop and implement a comprehensive strategy to improve customer experience for deposit products, including savings accounts, checking accounts, certificates of deposit (CDs), and money market accounts.
• Product Design: Lead the design and development of new deposit products, ensuring they meet customer needs and preferences.
• Product Roll Out: Oversee the roll out of new deposit products, coordinating with marketing, operations, and IT to ensure successful launches.
• Product Management: Manage the lifecycle of deposit products, continuously improving them based on customer feedback and market trends.
• Leadership: Lead and mentor a team focused on deposit-related customer experience initiatives, ensuring high performance and engagement. Provide guidance, support, and professional development opportunities to team members to foster growth and expertise.
• Collaboration: Work closely with marketing, operations, IT, and other departments to integrate improvements in deposit services.
• Data Analysis: Utilize customer feedback and data analytics to identify areas for improvement in deposit services and measure the effectiveness of initiatives.
• Innovation: Drive innovation in deposit services, leveraging technology and best practices to enhance customer satisfaction.
• Brand Management: Ensure the Bank's brand is consistently represented across all deposit-related customer interactions.
• Vendor Relationships: Establish and maintain strong relationships with vendors to ensure the best services and products are available for deposit-related initiatives.
• Culture: Foster a customer-centric culture within the organization, promoting values that prioritize exceptional customer service and satisfaction in all deposit-related activities, in accord with the Bank’s Core values.
• Reporting: Provide regular reports to the executive team on customer experience metrics and progress related to deposit services.
• Training Programs: Develop and implement comprehensive training programs for employees to enhance their skills and knowledge related to deposit products and customer service.
  
  

The job duties listed are in no way all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary. This position requires regulatory compliance.

Requirements

Preferred Education

• Bachelor’s degree in business, marketing, or a related field; or equivalent experience.
  
  

Minimum Experience

• 7-10 years of experience in customer experience management, preferably within the banking or financial services industry, with a focus on deposit products.
• Experience in training and employee development.
• Comprehensive understanding of financial institutions, retail products and services
• Knowledge of financial institution marketing principles
  
  

Other Skills/Characteristics

• Excellent customer relations demeanor; professional in appearance and communication; ability to serve as a good role model for staff
• Ability to lead and motivate others
• Ability to work with confidential materials
• Proficient computer skills
• Excellent communication skills, written and verbal
• Persuasive communication skills
• Effective problem-solving and decision-making skills
• Ability to multi-task
• Resourceful and well organized
• Ability to travel to other branch locations, as needed
  
  

Physical Demands

• Frequent use of computer and other office equipment
• Frequent sitting and ability to stand for extended periods of time
• Ability to view computer screen, paperwork and cash
• Ability to perform fine manipulation when working with cash and other paperwork.
  
  

FVSBank is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.