Chief Retail Banking & Experience Officer

Main Street Bank; Marlborough (MA); Hybrid; USD 250,000 - 420,000; Full time

Job summary

Main Street Bank is seeking a Chief Retail Banking Officer to lead six banking centers, our digital branch, and client care strategies. The CRBO will drive growth, enhance client experiences, and embed a service-based sales culture across all channels.

This senior role requires a proven ability to steer strategic initiatives, develop leadership, and champion the Brand Promise within the Bank and the communities served. Hybrid work and on-site collaboration are expected.

Qualifications

• Bachelor's degree required; MBA preferred.
• 10+ years of progressive senior leadership experience in retail banking, with exposure to digital banking, sales leadership, or marketing.
• Experience leading a cultural shift from transactional, reactive selling to proactive, relationship-based, service-led sales.
• Ability to champion a brand promise and a unified sales and service process with genuine conviction.

Responsibilities

• Lead through the VP, Branch Administration to oversee six banking centers and frontline staff.
• Lead through the SVP, Marketing & Digital for marketing, digital banking, and the Video Connect Banking/Client Care Center.
• Lead through the VP, Retail Lending for mortgage and consumer lending sales and handoffs to closing.
• Provide strategic direction for small business deposit growth and community engagement.
• Develop the leadership team and hold leaders accountable for strategy execution.
• Act as Brand Promise evangelist inside the Bank and in communities served.
• Set expectations, measures, and incentives to reward depth of relationships and client outcomes.
• Ensure a training and communications framework supports the Brand Promise across channels.

Skills

Strategic leadership

Executive presence

Brand stewardship

Digital banking fluency

Cross-functional collaboration

Client experience leadership

Communication

Growth and sales strategy

Leadership through leaders

Education

Bachelor's degree

MBA preferred

Job description

Main Street Bank is seeking a Chief Retail Banking Officer to lead six banking centers, our digital branch, and client care strategies. The CRBO will drive growth, enhance client experiences, and embed a service-based sales culture across all channels.

This senior role requires a proven ability to steer strategic initiatives, develop leadership, and champion the Brand Promise within the Bank and the communities served. Hybrid work and on-site collaboration are expected.