Customer Experiences Manager Retail

Customer Experience Manager Retail

Community Banking | Multi-Branch Support | Customer Experience & Operations

Our client, a respected community-focused bank, seeks a Customer  Experience Manager to elevate customer experience, strengthen branch teams, and ensure consistent operations. This role partners with Branch Presidents to coach and support branch staff—without direct reports—focusing on service excellence, operational discipline, and client development.

Key Responsibilities

Operational Leadership & Branch Support

Visit branches to coach teams and reinforce standards

Standardize systems, processes, and customer handling

Collaborate with IT, Compliance, Marketing, and Operations

Risk & Compliance

Maintain SOPs and ensure regulatory alignment (Reg CC, Reg E, BSA / AML)

Support audits and strengthen internal controls

Client Experience & Team Coaching

Champion consistent service standards and relationship-building behaviors

Guide staff in needs-based client support and complex issue resolution

Equip leaders with coaching tools and frameworks

Client Growth Enablement

Translate strategic goals into branch-level initiatives

Support campaigns and programs that drive client development , relationship expansion , and value creation

Success Metrics

High-quality, consistent customer experience

Improved operational and audit performance

Engaged, capable branch teams

Strong partnerships with Market Presidents

Qualifications

Multi-branch retail banking or customer experience leadership

Skilled coach and collaborator without direct authority

Strong understanding of operations, compliance, and service excellence

Passion for people, process, and community banking

Only qualified applicants will be considered and contacted.

Your confidentiality is assured either way.

For additional information regarding this position or other banking or accounting,  please reach out to a top banking recruiter

Vanessa Wergin

confidential direct line 605-809-8558 <>

vanessa.wergin@gogpac.com

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All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations.

GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.