Sales & Experience Manager-Multi Branch

Job Description

Job Description

Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . This is a great opportunity to join our innovative and growing SFCU team. In this position you will play a critical role in driving the credit union's sales and experience performance by creating sales contests that align with marketing strategies, coaching staff, and designing and implementing a sales / experience training program. Working closely with internal teams you will foster a high-performing sales culture and ensure that staff are equipped with the tools and skills needed to deliver exceptional service and meet sales targets. You will play a leadership role in managing the Member Account Specialist, who serves as the subject matter expert for business and consumer account services. This includes ensuring the specialist is effectively supporting staff with expertise, resolving complex account inquiries, and providing guidance to elevate the overall member experience.

REPORTING : A critical responsibility is traveling to all branch New York branch locations for coaching and training :

• Amsterdam
• Sidney
• Bainbridge
• Greene
• Norwich
• Oneonta
• Walton
• Delhi
• Hancock

A minimum 2 day per week onsite in Cicero reporting is required for this hybrid role.

Salary : $70,678-$88,338

Status : Exempt

Essential Functions & Responsibilities :

Design and manage sales contests in collaboration with the marketing team to drive engagement and motivate staff. Ensure contests are aligned with broader marketing campaigns and branch sales goals.

Develop comprehensive training programs for staff to improve product knowledge, sales techniques, and service delivery. Ensure training aligns with the credit union's values and promotes a member-centric needs based selling approach.

Travels to credit union branches to provide regular coaching and feedback to staff, focusing on improving sales performance and enhancing the member experience. Provides written recap of visit to leadership that includes observations, employee strengths, growth opportunities, and next steps.

Track and analyze sales performance data, providing insights to leadership on areas of success and opportunities for improvement. Regularly review team performance and adjust strategies as needed to meet goals.

Identify and implement sales tools, resources, and technology that will support staff in delivering an enhanced member experience. Continuously assess the effectiveness of these tools and adjust as necessary.

Support branch managers by providing guidance on sales and experience best practices, aligning with their objectives to ensure consistency in service delivery across all locations.

Ensure that all sales initiatives prioritize member needs, balancing growth with high member experience standards.

Provide ongoing coaching, mentorship, and performance feedback to the Member Account Specialist to ensure they effectively serve as the subject matter expert for business and consumer account services.

Monitor the Member Account Specialist's role in supporting branch and department staff, ensuring timely and accurate resolution of escalated member issues.

Evaluate and improve processes and procedures related to account services in partnership with the Member Account Specialist and appropriate departments to optimize efficiency and member satisfaction.

Be involved in credit union and community events.

Performs other job-related duties as assigned.

Knowledge and Skills :

Experience Three years to five years of similar or related experience.

Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Excel in coaching and mentoring staff, using clear communication to guide and inspire them towards achieving sales and service goals. Collaboration is key, as this role works closely with retail and marketing to align strategies and drive growth. A strong growth mindset is essential, focusing on continuous development of both employees and sales performance. By actively listening and fostering a positive, member-centric environment, this role cultivates a motivated team dedicated to delivering exceptional service and achieving results.

Other Skills

Computer system knowledge required.

Knowledge of financial products & services.

Above average interpersonal and communication skills.

Able to work well under pressure and meet deadlines.

A professional appearance and willingness to work flexible hours as required.

Equal Opportunity Employer / Veterans / Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Posted by ApplicantPro

Salary : $70,678 - $88,338