Retail Sales & Service Manager

Needham Bank; Needham (MA); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Fully paid medical and dental

8% 401(k) match

PTO and Holidays

Bonus program

Tuition reimbursement

Employee Assistance Program

Part-time eligible benefits

Job summary

Needham Bank is seeking a senior sales and strategy professional to drive branch growth across MA and NH locations. The role collaborates with Retail Leadership, Marketing, and operations to design campaigns, optimize CRM, and ensure exceptional customer experience.

The ideal candidate has 10+ years in retail banking, strong analytical and interpersonal skills, and a track record of implementing effective sales practices. Travel between MA/NH branches is required.

Qualifications

• 10+ years of experience in Retail Banking with strong consumer and small business product knowledge.
• Bachelor's degree in Business, Finance or Marketing or related field; or equivalent work experience.
• Proficient with Excel, PowerPoint and sales reporting tools; familiarity with CRM or performance dashboards.
• Experience in sales operations, performance management or retail strategy preferred.
• Strong interpersonal and communication skills with the ability to influence at all levels of the organization.

Responsibilities

• Develop and implement strategic sales plans to achieve branch growth goals.
• Design and rollout sales campaigns, contests, performance recognition and incentive programs.
• Monitor sales performance by branch and banker to identify trends and opportunities.
• Collaborate with Marketing, Project Management, Deposit Ops, and compliance to support product promotions and customer experience.
• Lead CRM optimization and retail growth projects; coach staff in consultative selling behaviors.

Skills

Retail Banking

Sales Strategy

CRM familiarity

Excel

PowerPoint

Data Analytics

Interpersonal skills

Education

Bachelor's degree in Business, Finance or Marketing

Tools

CRM systems

Job description

Role requires travel between MA and NH branch locations.

Key Responsibilities

Sales strategy & execution:

• Collaborate with Retail Leadership to develop and implement strategic sales plans to achieve branch growth goals
• Support the design and manage the rollout of sales campaigns, contests, performance recognition and incentive programs.
• Monitor sales performance by branch and banker to identify trends, gaps, and opportunities for improvement
• Work collaboratively with Marketing, Project Management, Deposit Ops, and compliance to support product promotions ensure adherence to policy, and uphold customer experience standards
• Ensure sales and reporting tools are consistently used across branches
• Lead special projects related to retail growth, CRM optimization, and customer experience
• Coach branch colleagues to consistently demonstrate consultative selling behaviors and apply Impact Performance coaching practices to improve sales execution, customer conversations, and overall team effectiveness

Process Improvement

• Evaluate existing sales processes and identify opportunities for simplification, automation, and improved efficiency.
• Partner with internal stakeholders (L&D, Consumer Lending, Marketing) to support training efforts and enhance product knowledge, sales skills, and service standards
• Serve as a key change agent during implementation of new technologies, processes, or performance program.
• Lead enhancements and training for CRM usage across branch teams. Align CRM workflows with frontline sales activities

Sales Reporting

• Oversee and manage the Retail Analyst supporting the business line ensuring timely and accurate sales reporting, performance dashboards and data driven insights
• Develop and manage performance dashboards to track branch and banker performance, pipeline activity and campaign effectiveness
• Support the design, implementation and administration of retail Incentive plans and scorecards that are motivating, compliant, and aligned with strategic goals.
• Support with the analyst to monitor KPIs, trends and develop recommendations to drive regional growth

Education & Experience

• 10+ years of experience in Retail Banking with a strong understanding of consumer and small business products and services
• Bachelor's degree in Business, Finance or Marketing or related field; or equivalent work experience
• Proficient with Excel, PowerPoint and sales reporting tools, familiarity with CRM or performance dashboards
• Experience in sales operations, performance management or retail strategy preferred
• Strong interpersonal and communication skills with the ability to influence at all levels of the organization
• Organized, detail oriented and able to manage multiple projects in a fast-paced environment

Core Competencies

• Business Acumen & Financial literacy
• Analytical thinking, problem solving
• Ability to make sound, risk- based decisions
• Strategic thinking with strong focus on execution
• Collaboration & relationship building
• Customer centric mindset

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes

• fully paid medical and dental insurance
• HRA
• 401(k) plan with an 8% bank match
• paid time off (PTO)
• paid holidays
• a bonus program
• flexible spending accounts
• vision service plan
• group term life insurance
• short and long term disability insurance
• tuition reimbursement
• an Employee Assistance Program
• We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.