Branch Growth & Customer Experience Leader

Citizens; Lawrence (MA); On-site; USD 85,000 - 117,000; Full time

Job summary

Citizens is seeking a Branch Manager in Lawrence, MA to lead a team in delivering outstanding customer experiences and achieving sales goals. You will drive branch performance, coach colleagues, and forge strong community relationships to grow the business.

You’ll guide daily operations in a digital-first environment, ensuring consistent execution of service standards, risk controls, and cross-functional collaboration.

Qualifications

• High School diploma or equivalent required.
• Leadership experience coaching to drive sales excellence and customer service in a high-volume branch environment.
• 4 years sales management experience in Retail or Branch Banking.
• Strong partnerships with community & civic organizations.
• Must meet SAFE Act background checks and obtain NMLS identifier.

Responsibilities

• Lead branch performance, sales growth, and customer experience.
• Coach and develop colleagues to meet performance and sales goals.
• Direct all colleague and sales activities to exceed targets.
• Build a diverse talent pipeline and prioritize performance and growth.

Skills

Leadership experience

Sales management

Customer experience

Community partnerships

Education

High School diploma or equivalent

Associate’s or Bachelor’s degree preferred

Job description

Citizens is seeking a Branch Manager in Lawrence, MA to lead a team in delivering outstanding customer experiences and achieving sales goals. You will drive branch performance, coach colleagues, and forge strong community relationships to grow the business.

You’ll guide daily operations in a digital-first environment, ensuring consistent execution of service standards, risk controls, and cross-functional collaboration.