Market Relationship Manager - Cumberland County

Description

The Market Relationship Manager leads all aspects of Customer relationships within their branch and is responsible for growing the bank’s presence through business development and Customer retention.  Acting as the “face” of the bank, the Market Manager ensures that the branch delivers exceptional Customer service and that team members are fully engaged in creating lasting Customer relationships.  The role is a combination of business development, Customer relationship management, sales, coaching, and community involvement.  Success will be measured through Key Performance Indicators (KPIs) tied to Customer growth, retention, and overall market performance.

Essential Functions:

• Champion of Core Values: Be a leader in promoting and living the bank’s culture book; “Our Values and Reason for Being,” setting an example for branch staff to follow.  Ensure that all interactions with Customers and colleagues reflect the bank’s values of caring, compassion, trust, and Customer service excellence.  
• Business Development & Relationship Management: Lead outreach efforts to attract new Customers and deepen relationships with existing Customers by understanding their financial needs.  Responsible for increasing services per household, deposits, and consumer loan growth within the branch.
• Customer Experience Excellence: Foster a Customer-centric culture, ensuring that Customers consistently receive high-quality service and personalized solutions.  Monitor Customer satisfaction and work to continually improve the Customer experience.
• Community Involvement & External Partnerships: Actively participate in local community organizations, such as Chambers of Commerce and business groups, to enhance the bank’s visibility and build external partnerships.  Represent the bank in community events and outreach initiatives to strengthen relationships and grow business.
• Strategic Planning: Develop and implement an annual business plan with measurable objectives focused on Customer growth, retention, and financial performance.  Establish branch-level and personal goals tied to the bank’s strategic priorities.  
• Key Performance Indicators & Objectives: Set and track KPIs such as Customer satisfaction scores, services per household, deposit growth, loan growth, and Customer retention.  Establish OKRs to measure performance against specific business development and Customer relationship objectives. 
• Coaching & Mentoring: Serve as a coach and mentor to branch staff, empowering them to build Customer relationships and exceed performance expectations.  Conduct regular one-on-one coaching sessions, providing ongoing feedback and professional development opportunities.  
• Product & Service Expertise: Promote bank products and services by identifying Customer needs and offering tailored solutions.  Serve as the lead originator for consumer loans; including residential mortgages and HELOCs within the market.
• Sales Leadership: Lead the sales of electronic services and other bank products to drive Customer engagement and usage.  Ensure that team members are proficient in identifying opportunities for cross-selling and referrals. 
• Time Management & Prioritization: Spend 25-50% of the time outside the branch building relationships with Customers and engaging in business development activities, both during and after banking hours.  

Other Duties and Responsibilities:

• Referral Coordination: Work closely with other departments (e.g., financial services, insurance, lending) to refer Customer opportunities and ensure seamless service delivery across the bank.
• Compliance & Policy Adherence: Ensure compliance with all state and federal banking regulations and adherence to internal policies and procedures.  Maintain a thorough understanding of SBSI’s deposit products and services.
• Problem Resolution: Address and resolve Customer concerns promptly, ensuring a positive outcome for all parties.
• Committee Participation: Serve on bank committees as assigned, contributing to bank-wide initiatives and strategic goals.  

Working Conditions:

• The position operates in a typical bank branch environment with occasional travel to community events or other branches.
• Ability to sit or stand for extended periods with frequent use of computers and other office equipment.
• Ability to, with or without accommodations, read/see documents and computer screens, communicate in person via telephone calls, and use a computer and other office equipment.
• The role requires the ability to travel to all Bank locations and flexibility to attend events and conduct business development activities outside of normal business hours.

Requirements

• Education & Experience: College degree preferred, with a minimum of five years of experience in retail banking, business development, and leadership.
• Leadership & Coaching: Proven experience in leadership, coaching, and mentoring a team, with the ability to drive performance and foster professional growth.
• Customer Relationship Management: Strong understanding of Customer service, business development, and relationship management principles, with the ability to grow Customer relationships and retention.
• Sales & Product Expertise: Expertise in consumer and business banking products, including deposit products, loans, and electronic services.
• Analytical & Communication Skills: Strong  analytical skills to assess market trends and Customer data, combined with excellent verbal and written communication skills.
• Technological Competence: Proficient in Microsoft Office, CRM systems, and other banking software.  Comfortable learning and promoting new technology to enhance Customer service and branch efficiency.  
• Adaptability: Ability to manage multiple priorities and adapt quickly to changing business needs. Performing miscellaneous duties or special assignments, always aligning with the Bank’s values of integrity, service, and collaboration.