Chief Retail Banking Officer

Orchard Executive Search -Marlborough, MA, United States

Orchard Executive Search has been retained by Main Street Bank ($1.7B), Marlborough, MA to find the right Chief Retail Banking Officer who will set the strategic direction of the Bank’s retail and small business divisions and lead the next chapter of growth and client experience.

The right candidate will enthusiastically embrace the Bank’s brand promise and unique sales and service approach. The CRBO will then build and align the areas within their purview around this approach to achieve the Bank’s long-range growth goals. With a six-branch footprint and meaningful opportunity ahead, this role is built for someone who can unify multiple growth levers under one coordinated plan and inspire consistent execution through strong leaders.

Just as importantly, this executive will help plan for the next chapter of growth including future physical branch expansion and continued investment in scalable digital channels that extend the Bank’s reach beyond its current footprint.

In this seat, you will lead through a strong layer of middle management, with department leaders overseeing Branch Administration, Marketing, Call Center/Digital and Community Engagement/Financial Education. This role carries meaningful responsibility for a large team while keeping the structure clear and scalable.

Core areas of leadership include:

• Retail banking centers and the in-market community banking presence
• Digital banking and the Call Center/Video Connect Banking/Client Care Center
• Marketing and brand
• Community engagement and financial education
• Small business lending and deposit acquisition
• Mortgage and consumer lending sales partnership to ensure a seamless client experience

Success looks like sustained deposit and relationship growth, a consistent client experience across every channel and a sales and service approach that is clearly defined, consistently coached and embedded across the organization.

If you are a senior banking leader with 10+ years of progressive experience across retail banking, digital banking, sales leadership and/or marketing and you are energized by building momentum through people, coaching and community presence, we would love to speak with you.

Title: Chief Retail Banking Officer

Reports to: Chief Executive Officer

Direct reports: VP, Branch Administration; SVP Marketing & Digital; VP, Mortgage Lending

ROLE 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.

LEADERSHIP TEAM & SCOPE

This role leads leaders. Each function below has an established leader who owns its day‑to‑day management; the Chief Retail Banking Officer sets direction, removes obstacles, and holds the standard.

• VP, Branch Administration: the six banking centers, including front‑line staffing, performance, and service delivery
• SVP Marketing & Digital: marketing and brand, digital banking, and the Video Connect Banking/Client Care Center
• VP, Mortgage Lending: mortgage and consumer lending sales, and the handoff from sale to closing
• Also within scope: small business deposit growth (through the Business Services Relationship Manager), community engagement, and financial education
• Develop this leadership team as a group: hold each leader accountable for executing the strategy in their area, strengthen how they work together, and build bench strength beneath them

  SALES & SERVICE LEADERSHIP

  • Help shape and cultivate a modernized sales and service approach that strengthens relationship growth, deepens client engagement, and creates a consistently strong experience across the Bank.
  • Partner with executive leadership to further define the Bank’s client experience and sales and service philosophy, building on the strengths of the organization while identifying opportunities to evolve how we serve clients and grow relationships.
  • Translate that approach into a clear, practical and coachable model that leaders and employees can understand, embrace, and consistently put into practice.
  • Create consistency across banking centers, digital banking, the Client Care Center, marketing, and lending while allowing employees the flexibility to respond naturally to each client’s individual needs.
  • Build a culture of proactive relationship management rather than reactive order‑taking, where employees seek to understand client needs, identify opportunities, and provide meaningful solutions.
  • Establish the training, coaching, communication, measurement, and leadership accountability necessary to embed the approach across retail and sustain it over time.
  • Serve as a visible leader and champion of the Bank’s evolving sales and service culture, helping employees understand not only what we are trying to achieve, but how their individual roles contribute to the client experience and the Bank’s long‑term growth.

RETAIL GROWTH STRATEGY

... (content continues in the same structured format) ... WHAT SUCCESS LOOKS LIKE ... QUALIFICATIONS ...

• 10+ years of progressive senior leadership experience in retail banking, with exposure to digital banking, sales leadership, or marketing
• A track record of leading through senior leaders: setting strategy, aligning a leadership team, and holding it accountable for results across multiple functions
• Demonstrated success assessing an existing retail strategy, scaling what works, and redirecting what does not, with measurable growth and client experience outcomes
• Experience leading a cultural shift from transactional, reactive selling to proactive, relationship-based, service‑led sales
• A leader who believes in brand‑led strategy and can champion a brand promise and a unified sales and service process with genuine conviction
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