POSITION PURPOSE

The Director of Member Experience and Growth is a strategic leader responsible for driving retail growth through exceptional member experience. This position oversees the managers of physical branches, a virtual branch, leading sales strategy, team development, and member experience initiatives that align with the credit union's mission and strategic goals. Champions a member-first culture where our obsession with member experience drives sales performance, product recommendations, retention, operational decisions, and organic growth. This role reports to executive leadership and serves as the organizational advocate for the member voice across all retail operations.

Qualifications

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Strategic Leadership
   
   1. Build and execute our retail sales strategies with member experience and excellence as the foundation
   2. Lead annual sales planning, growth target setting, and market expansion initiatives
   3. Analyze market trends, competitive landscape, and member data to identify growth opportunities
   4. Collaborate cross-functionally with marketing, operations, and product teams
   5. Serve as a primary advocate for member needs in strategic decision-making

2. Member Experience management
   
   1. Establish and maintain member experience standards across all retail channels
   2. Implement and oversee member feedback systems including surveys, focus groups, and conversations
   3. Create systems where teams are empowered to resolve member concerns and make things right
   4. Monitor member satisfaction metrics, Net Promoter Scores, and complaint resolution and the speed we resolve them
   5. Ensure member experience considerations drive all sales processes and operational decisions
   6. Create member journey mapping initiatives to identify and address pain points
   7. Ensure member experience is seamless and authentic
3. Sales performance and team leadership
   1. Oversee sales performance across all member service centers
   2. Recruit, develop, and retain high-performing service center and sales team members
   3. Establish performance metrics that balance growth targets with member satisfaction
   4. Design and implement training programs that emphasize consultative selling and member experience
   5. Coach and mentor team members to achieve individual and organizational goals
   6. Develop career paths and opportunities for team members
   7. Provide strategic direction for member acquisition and growth
   8. Optimize engagement strategies and product sales
4. Product & Service Management
   1. Collaborate with cross functional teams to create and refine offerings that members want
   2. Monitor product penetration, performance, and competitive comparison
   3. Implement quality assurance programs and initiatives
   4. Ensure consistent product knowledge and service delivery across all service center teams
5. Analytics & Reporting
   1. Monitor and analyze sales metrics, conversion rates, and member acquisition costs
   2. Track key performance indicators (KPIs) for individual, service center, and organizational results
   3. Prepare executive and board reports on retail performance, trends, and strategic initiatives
   4. Use data analytics to drive continuous improvement and strategic decisions

PERFORMANCE MEASUREMENTS

1. Sales & Growth Metrics - Performance will be evaluated based on achievement of retail sales volume targets, new member acquisition goals, and product penetration rates. Success includes meeting cross-sell and upsell conversion targets, growing revenue year-over-year, and optimizing member acquisition costs to ensure sustainable growth.
2. Member Experience Metrics - Effectiveness will be measured through member satisfaction scores, Net Promoter Score (NPS) performance, and member retention rates. Success includes maintaining high service quality audit results, reducing complaint volumes while improving resolution timeframes, and demonstrating responsiveness to member feedback through implemented improvements.
3. Team & Operational Metrics - Leadership performance will be assessed through the retail team's achievement of individual and collective sales targets, staff retention rates, and employee engagement scores. Success includes maintaining a well-trained workforce with high engagement and development completion rates, minimizing turnover, and efficiently filling open positions to maintain optimal staffing levels.
4. Strategic Initiative Metrics - Impact will be evaluated through progress toward annual organizational goals, virtual service center growth rates, and digital adoption metrics. Success includes achieving target market share in key demographics, demonstrating positive return on investment for sales and marketing initiatives, and advancing strategic priorities that align with Mocse’s vision.

QUALIFICATIONS

Education/Certification: 

High school graduate or equivalent.  Bachelor's degree in business, finance, marketing, or related field preferred.                            

Required Knowledge:    

Credit union operations, philosophy, and regulatory environment

                   Understanding of compliance requirements for retail financial services

                                                    Knowledge of current retail banking trends and best practices

                                                    Experience with omnichannel delivery strategies

Experience Required:    EXPERIENCE REQUIRED:        

Minimum 5 years of progressive experience in retail banking or credit union sales and management. At least three years in a manager or director-level role.

                                                    Proven track record of driving sales growth and managing multi-location retail operations

                                                    Demonstrated success leading high-performing teams and developing talent

                                                      At least seven years of related Operations experience required, with a minimum of five years of supervisory experience.

Skills/Abilities:                 

Strategic thinking and business planning capabilities

Member-centric leadership philosophy and service excellence mindset

Strong analytical skills with ability to translate data into actionable strategies

Expertise in coaching, developing, and performance managing sales teams

Outstanding communication and presentation skills across all organizational levels

Ability to build collaborative relationships and influence without direct authority

Change management and organizational development experience

Proficiency with CRM systems and sales analytics platforms

Experience with core banking systems and digital banking platforms

Strong financial acumen and budget management experience

Knowledge of consumer lending, deposit products, and fee-based services

Data analysis and reporting capabilities