Retail Sales Coach

About the role

The Retail Sales Coach is a high-impact, field-based performance leader responsible for elevating sales capability, employee proficiency, and branch execution across a multi-location retail network.

Responsibilities

• Drive New-Hire Sales Onboarding — Lead structured onboarding cohorts of 4–10 new employees, ensuring proficiency in the interaction model, product knowledge, sales tools, partner referrals, and CRM usage within a 3-month ramp period.
• Deliver Targeted One-on-One Coaching — Maintain a rotating roster of 5–10 existing teammates per region, providing individualized coaching, show coaching, and sales planning to elevate performance within 2–4 month cycles.
• Develop and Execute Action Plans — Partner directly with Branch Managers to create and implement performance action plans, documenting progress and CC’ing Regional Managers on all coaching recaps and follow-up.
• Analyze Performance Data — Use the performance dashboard, CRM insights, and sales reporting to identify trends, diagnose gaps, and translate data into actionable coaching strategies.
• Strengthen Cross-Channel Partnerships — Coach frontline teams on effective referral behaviors and collaboration with Business Banking, Mortgage, and Investment partners to drive multi-channel growth.
• Maintain Product Expertise — Maintain deep knowledge of all retail products, including deposits, consumer loans, protection products, and home equity solutions, and coach teams to confidently position them with members.
• Create Sales Contests and Engagement Programs — Build and execute frontline sales contests and engagement initiatives that drive motivation, accountability, and performance consistency across branches.
• Evaluate, Pilot, and Roll Out Sales Tools — Evaluate, pilot, and roll out new sales tools and resources that improve efficiency, member experience, and sales effectiveness.
• Present Insights to Leadership — Prepare and deliver presentations to Regional Managers, senior leaders, and cross-functional partners, highlighting field insights, performance trends, and recommended solutions.
• Spend 75% of time in branches — Spend approximately 75% of time in branches across the assigned region, with limited overnight travel, to ensure consistent coaching, visibility, and execution support.
• Identify and Escalate Performance Issues — Identify and escalate performance concerns to Branch Managers and Regional Managers, providing documentation, coaching logs, and recommended next steps.
• Champion Culture, Engagement, and Development — Reinforce a high-performance sales culture, support employee engagement and retention efforts, and serve as a development partner for future leaders.
• Maintain Compliance — Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.

Qualifications

• Bachelor’s Degree Preferred — Bachelor’s degree preferred; equivalent experience in high-performance retail or financial services considered.
• 8+ Years of Retail Banking Experience — Minimum of eight years in retail banking, financial services, or a comparable sales-driven environment with demonstrated success in member engagement, product positioning, and referral behaviors.
• 5+ Years of Coaching/Leadership or Equivalent Experience — Experience coaching frontline employees, leading teams, or driving performance improvement across multiple locations.
• Proven Success in Sales Execution — Track record of achieving or exceeding sales goals, improving conversion rates, and influencing sales behaviors through structured coaching or leadership.
• Expertise in Financial Products — Deep understanding of deposits, consumer loans, protection products, HELOC/HELOAN, and partner channels including Business Banking, Mortgage, and Investments.
• Experience Using CRM and Performance Dashboards — Demonstrated ability to analyze CRM data, interpret performance dashboards, and translate insights into actionable coaching strategies.
• Facilitation and Training Experience — Experience delivering training, leading onboarding programs, or facilitating group learning sessions.
• Executive Communication Experience — Experience preparing and presenting insights, recommendations, or performance updates to senior leaders.
• Multi-Site or Field-Based Experience — Prior experience supporting multiple branches, regions, or business units with significant travel expectations.

Benefits

Learn more about our Benefits and Perks here