Chief Retail Banking Officer

Hybrid • Headquarters - Marlborough, MA 01752

• Salary Range: $225,000.00 - $265,000.00 Salary/year
• Level: Senior
• Position Type: Full Time
• Category: Executive

Job Description

Title: Chief Retail Banking Officer

FLSA Status: Exempt Employment Status: Full Time

Department: Retail Location: Headquarters / Hybrid Work Model Eligible

Reports To: Chief Executive Officer

Date Prepared: October 16, 2026 Human Resources Review: October 20, 2026

SUMMARY:

The Chief Retail Banking Officer (CRBO) is the senior executive accountable for the strategic growth, sales culture, and client experience of Main Street Bank's retail franchise: six banking centers, Video Connect Banking/Client Care Center, marketing, mortgage and consumer lending. The day-to-day leadership of these functions sits with an experienced, well-regarded team: the VP, Branch Administration; the SVP, Marketing & Digital; and the VP, Retail Lending. The Chief Retail Banking Officer leads through them, setting direction, aligning priorities, and holding the organization accountable for results.

The work begins with an honest assessment of the Bank's current growth, sales, and client experience strategies: what is working and what is not. From there, this executive builds on what works, ensures consistent and effective execution, and changes course when opportunities emerge. The role leads a thoughtful transformation from reactive order-taking to proactive relationship management with purpose, building over time into a service-based sales culture that produces durable, long-term growth.

This role is anchored in the Bank's Brand Promise and the 3D Banking process that keeps it. The retail strategy must align fully with both, and the CRBO serves as a visible evangelist inside the Bank and in the communities the Bank serves.

After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with availability expected during core business hours and an agreed-upon number of days per month on site.

ESSENTIAL DUTIES and RESPONSIBILITIES:

The requirements listed are representative of the knowledge, skill, and/or ability required.

In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with employees, customers, and suppliers, work effectively as a team contributor, and work independently while communicating and coordinating work efforts with others.

Leadership Team & Scope

• Lead through the VP, Branch Administration, who owns day-to-day management of the six banking centers, including front-line staffing, performance, and service delivery.
• Lead through the SVP, Marketing & Digital, who owns day-to-day management of marketing and brand, digital banking, and the Video Connect Banking/Client Care Center.
• Lead through the VP, Retail Lending, who owns day-to-day management of mortgage and consumer lending sales and the handoff from sale to closing.
• Provide strategic direction for small business deposit growth through the Business Services Relationship Manager, as well as community engagement and financial education.
• Develop the leadership team as a group, hold each leader accountable for executing the strategy in their area, strengthen collaboration, and build bench strength.

Brand Promise Evangelist

• Learn, absorb, and embrace the Brand Promise and the 3D Banking process until they shape every decision, priority, and conversation this role leads.
• Serve as the chief evangelist for the Brand Promise inside the Bank, across the teams this role leads, and in the communities the Bank serves.
• Make Discover. Design. Deliver. the standard for every retail client interaction across banking centers, the digital branch, the Client Care Center, and lending.
• Carry the promise into relationships with clients, colleagues, and the community.
• Lead retail participation in the phased enterprise rollout of the Brand Promise, including internal launch, training, external rollout, and sustained reinforcement.
• Ensure training, communication, measurement, and leadership accountability are in place so the promise is demonstrated in how clients are served.

Retail Growth Strategy

• Create and own the retail growth, sales, and client experience strategy, aligned with the Brand Promise, 3D Banking, and the Bank's enterprise strategic plan.
• Assess current strategies across banking centers, the digital branch, the Client Care Center, marketing, and lending to determine what is working, what is not, and why.
• Expand effective strategies and ensure consistent execution across every channel and team.
• Adjust or retire ineffective strategies with a clear rationale and measurable expectations for replacements.
• Translate strategy into operating plans, budgets, goals, and scorecards owned and executed by the leadership team.
• Remain accountable for retail growth, sales, and client experience results, including deposit and loan growth, household and relationship expansion, and client retention.

Relationship Management

• Move the retail organization from reactive order-taking to proactive relationship management with purpose by anticipating needs, starting conversations, and deepening relationships over time.
• Build a service-based sales culture in which growth results from understanding and serving clients well and relationships are measured in years, not transactions.
• Champion 3D Banking as both the Discover. Design. Deliver. process and a commitment to relationships with real depth.
• Set expectations, measures, and incentives that reward relationship depth, proactive outreach, and client outcomes, not only product counts.
• Ensure front-line coaching, training, and performance management reflect this standard, with leaders owning development of their teams.

Banking Centers & Digital Branch

• Set the strategic direction for the six banking centers and the digital branch, executed through the VP, Branch Administration.
• Position banking centers as community relationship hubs where colleagues are invaluable in important moments and proactive in deepening relationships.
• Activate banking centers as a referral engine for mortgage, consumer lending, small business, and business banking and cash management.
• Hold the network accountable for deposit growth, household and relationship acquisition, and service excellence.

Marketing, Digital & Video Connect Banking/Client Care Center

• Set strategic direction for marketing, digital banking, and the Video Connect Banking/Client Care Center, executed through the SVP, Marketing & Digital.
• Ensure marketing takes the Brand Promise to market with one consistent, distinctive voice and is accountable for measurable ROI and growth.
• Make routine banking, including account opening, onboarding, website and mobile experiences, and self-service, work so reliably that clients do not have to think about it.
• Position the Video Connect Banking/Client Care Center as a relationship channel, not only a support function, extending the Bank's reach beyond its physical footprint.

Mortgage & Consumer Lending

• Set strategic direction for mortgage and consumer lending sales, executed through the VP, Retail Lending.
• Ensure major life moments are handled with expertise, accessibility, and follow-through, regardless of where the relationship begins.
• Ensure a seamless experience from sale to closing in partnership with lending operations, processing, and underwriting.

Small Business Deposit Growth

• Own the strategy for small business deposit growth in current and potential future markets, executed through a Business Services Relationship Manager who understands the systems and technology small business owners need.
• Lead with deposits and liquidity rather than lending, positioning the value proposition as operational and advisory.
• Target roughly $10 million in deposit and liquidity account growth per relationship manager in year one.
• Maintain a strong, collaborative relationship with cash management under the Chief Commercial Lending Officer while recognizing the distinct client segments served.

Community Engagement

• Set the Bank's community engagement strategy across all markets, with execution led by marketing and banking center leadership.
• Serve as a visible community ambassador and example of the Brand Promise in every market the Bank serves.
• Champion grassroots, guerrilla-style marketing that uses banking center teams to create visible local moments beyond the reach of a traditional marketing calendar.
• Ensure sponsorships, partnerships, and charitable giving address real community needs and measure business and community impact.

Customer Financial Education & Empowerment

• Own a financial education strategy for consumers and small businesses that helps clients feel more in control of their financial lives.
• Ensure education covers a broad range of financial topics and complements rather than replaces the role of a client's CPA or attorney.
• Guide a locally relevant delivery model that may include school programs, lunch-and-learns with local employers, and webinars delivered through Bank teams.

Enterprise Collaboration

• Partner closely with the Chief Commercial Lending Officer and the SVP, Cash Management to align marketing, the unified sales process, and client experience for commercial and larger business clients.
• Use banking center colleagues and digital channels to drive referrals, cross-sell, and a seamless experience for cash management clients.
• Break down silos and strengthen referral activity, relationship deepening, and coordinated client engagement across retail and commercial lines of business.
• Partner with the CEO and Chief Strategic Growth Officer so the retail strategy executes the enterprise strategic plan and informs its future direction.

SUPERVISORY RESPONSIBILITIES:

This role leads leaders and provides strategic direction, accountability, coaching, and development for the VP, Branch Administration; SVP, Marketing & Digital; and VP, Retail Lending. In alignment with the Bank's Core Values and Lean Principles, the position:

• Sets goals and priorities, assigns accountability, and directs leadership resources according to business needs and established objectives.
• Creates an inclusive work environment that encourages performance, shared goals, ideas, adaptability, and recognition of individual needs and skills.
• Coaches, develops, and mentors leaders while building bench strength and succession readiness.
• Addresses performance or behavior concerns, clarifies expectations, and provides timely feedback.
• Recommends employment decisions and ensures timely completion of performance checkpoints.
• Monitors departmental procedures and directs changes that improve productivity, service, and efficiency.
• Balances competing priorities and ensures appropriate staffing and leadership coverage.

LEVEL OF RESPONSIBILITY:

• Operates as a senior executive with broad discretion and minimal supervision, reporting directly to the Chief Executive Officer.
• Work is strategic, non-routine, and highly complex, requiring independent judgment across multiple retail banking functions and channels.
• Influences senior leaders, colleagues, clients, community partners, and external stakeholders through strategy, communication, and visible leadership.
• Decisions materially affect the Bank's growth, client experience, reputation, financial performance, and execution of its strategic plan.
• Handles complex, proprietary, and confidential information and is relied upon as an executive subject matter leader.

EQUIPMENT REQUIRED:

• Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

HYBRID/REMOTE ENVIRONMENT:

• Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.
• You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.

EDUCATION/SKILLS REQUIRED:

• Bachelor's degree required; MBA preferred.
• At least 10 years of progressive senior leadership experience in retail banking, with exposure to digital banking, sales leadership, or marketing.
• Track record of leading through senior leaders by setting strategy, aligning a leadership team, and holding it accountable across multiple functions.
• Demonstrated success assessing an existing retail strategy, scaling effective practices, and redirecting ineffective practices with measurable growth and client experience outcomes.
• 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.
• Community-oriented leadership style and credibility as a visible presence in the markets the Bank serves.
• Strategic fluency in digital banking and client care channels sufficient to set direction and evaluate performance.
• Banking or financial services experience strongly preferred.
• Intermediate to advanced proficiency in Microsoft 365 applications, including Excel, Word, Outlook, PowerPoint, Teams, and SharePoint.
• Means and ability to travel to Main Street Bank locations and community events as needed.

COMPETENCIES:

• Strategic leadership and vision
• Executive presence and communication
• Growth and sales strategy
• Client experience leadership
• Leadership through leaders
• Performance accountability and coaching
• Brand stewardship
• Digital banking fluency
• Cross-functional collaboration
• Community relationship building
• Critical thinking and sound judgment
• Change leadership
• Ethics and confidentiality
• Results orientation

LANGUAGE/COGNITIVE SKILLS:

The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The person in this position frequently communicates with all departments and occasionally with customers about banking products and services, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, and write/create reports and business correspondence (Main Street Bank’s standard language is English); as well as the ability to:

• Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.

• Define problems, collect data, establish facts, and draw valid conclusions.
• Read, analyze, and interpret various documents such as business proposals, legal documents, and financial statements.

WORKING CONDITIONS AND PHYSICAL EFFORT:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to:

Physical Demands/Efforts

• Occasionally lift and/or move up to 15 pounds, (i.e. promotional items, displays)
• Occasionally required to remain in a stationary position, 25% of the time
• Occasionally required to stoop and bend.

Mental & Visual Demands

• Consistently operate a computer for extended periods of time
• Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasional use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).

Work Environment and Hazards

• Occasionally move throughout the inside the Bank to access resources and individuals.
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e., branch meetings, networking, training, community/marketing events).
• The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
• When working in the office it is a general office environment where the noise level is moderate.

AMERICANS WITH DISABILITIES ACT

Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.