Retail Market Manager

Kennebunk Savings•Kittery, ME

About The Position

The Retail Market Manager manages a group of banking offices within a designated market area, overseeing operations, consumer lending, product sales, customer service, safety, and security in accordance with the bank’s objectives. The role is responsible for attaining bank and branch goals through active participation in sales management and business and community development programs. It also provides leadership by coaching, developing, and motivating staff at all levels. The manager leads teams by developing sales and service skills, observing customer interactions, sharing best practices, providing regular coaching and feedback, and training staff on branch objectives. The role manages and participates in business development, builds relationships with business owners and community influencers, participates in community organizations in a leadership capacity, and collaborates with the Retail Experience Manager and other business lines to achieve production objectives. The position oversees the customer experience, including branch appearance, sales and service standards, customer communications, wait times, and service recovery. It handles escalated or complex customer issues and ensures timely resolution. Other duties include promoting the Kennebunk Savings brand and products, supporting its community focus, following organizational policies and procedures, completing required training and policy reviews, keeping informed about company news, serving on committees as needed, and taking on additional duties. The work environment is generally pleasant and comfortable, with minimal exposure to injury or other hazards. The role requires hand and finger dexterity to operate a computer and other office equipment, and occasional lifting or moving of moderately heavy objects. Essential job functions may be performed with a reasonable accommodation as determined by management.

Requirements

Six years of related experience in people management and/or financial services, with demonstrated business development, customer service, and sales skills.
Experience in a professional, service-focused, fast-paced environment.
High school diploma or General Education Diploma.
Proficiency in Microsoft Office products.
Strong written and verbal communication skills.
Strong organizational skills and ability to multitask to meet established deadlines.
Accuracy and attention to detail.
Ability to use analytical skills to solve technical and non-technical problems.
Ability to adapt to change.
Ability to maintain trust and confidentiality.
Ability to perform essential job functions, unaided or with a reasonable accommodation.
Hand and finger dexterity to operate a computer and other office equipment.
Ability to occasionally lift and move moderately heavy objects.

Nice To Haves

Prior knowledge of banking regulations.

Responsibilities

Manage a group of banking offices in a designated market area, including oversight of operations, consumer lending, product sales, customer service, safety, and security.
Attain bank and branch goals through sales management and business and community development activities.
Lead, coach, develop, and motivate teams at all levels.
Develop team members’ sales and service skills by observing customer interactions, sharing best practices, and providing regular coaching and feedback.
Train staff on branch objectives and provide foundational knowledge and ongoing communication.
Establish relationships with business owners and community influencers to meet business development, growth, and retention objectives.
Participate in community organizations and activities in a leadership capacity.
Collaborate with the Retail Experience Manager and other business lines on business calling, referrals, and production objectives.
Oversee branch appearance, sales and service standards, customer communications, wait times, and service recovery to support a positive customer experience.
Manage escalated or complex customer issues and ensure timely resolution.
Promote Kennebunk Savings products and services and support the bank’s community focus and commitment to being a premier employer.
Follow organizational policies and procedures, emphasize teamwork, keep abreast of company information, and complete required training and policy reviews.
Serve on committees and take on additional tasks and duties as needed.