Director of Retail

Respect. Integrity. Ethics. Compassion. Humor. At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.The Director of Retail is responsible for co-leading Central Willamette’s retail teams, which include Branches, Contact Center, and the Experience Optimization Specialist, and delivering strategies to ensure achievement of organizational strategic goals. The Director’s core responsibilities include ensuring product, service, and referral sales goals are achieved including membership growth, checking growth, deposit growth, loan balance origination and the sale of ancillary products. This role is also responsible for operational excellence, leadership and team development, and project management. The Director of Retail will co-lead teams across a wide geography to achieve balanced performance. In addition, the Director is responsible for developing and promoting talent within CWCU and creating a culture of accountability, recognition, and belonging. The Director nurtures an inclusive environment that focuses on collaboration and meeting organizational goals while delivering on the member experience definition.ResponsibilitiesSales Results & Operational Excellence — 50%Co-leads CWCU’s sales and member experience culture, ensuring teams deliver ethical, respectful, and compassionate service while creating raving fans and strong financial performance.Promotes, monitors, and manages Key Performance Indicators (KPIs) and financial results; participates in setting annual goals and ensures goals are clearly communicated and understood at all levels.Demonstrates Business Acumen by staying current on financial services trends, technology, and competitor practices; identifies opportunities to strengthen member experience, grow the cooperative, and improve results.Develops and executes an annual strategy; anticipates obstacles, adjusts course as needed, and communicates progress and results to stakeholders.Works through retail leaders to oversee day-to-day operations, workforce planning, and goal achievement across branches and channels.Demonstrates Process Management by identifying, improving, and simplifying processes to enhance efficiency, quality, and consistency of performance and member experience; establishes what to measure and how to measure it.Recommends and implements policies, procedures, and programs that improve operational effectiveness and support safe, consistent member journeys.Co-develops and submits for approval an annual operating plan and budget, including staffing projections, facilities, equipment, and project needs; manages resources responsibly.Contributes to growth plans for retail/product/service expansion; researches and recommends new opportunities, evaluates performance, and supports improvements to existing product and service lines.Leverages Organizational Agility to communicate and accomplish work through formal and informal channels; aligns initiatives with strategic goals and the culture of successful organizations.Collaborates closely with Operations, Marketing, Community Engagement, Business Services, Real Estate, Wealth Management, Lending, Learning and Development, Human Resources, and other departments as necessary to build the sales and service culture and drive growth.Ensures all responsibilities are performed in accordance with CWCU Values & Trust, compliance, regulatory requirements, and Information Protection expectations.Ensures self and teams attend training, follow procedures, and comply with applicable State and Federal regulations.Leader & Team Member Development — 35%Provides and cultivates leadership characterized by high levels of professional expertise, conduct, and Values & Trust, demonstrating honesty, transparency, and fairness while supporting and uplifting team members.Visits branches regularly, focusing on leading and coaching branch team members to strengthen capability, engagement, and consistency of member experience.Provides ongoing coaching, mentoring, and training to direct reports; establishes clear objectives and role expectations and ensures accountability to performance standards.Builds a culture of recognition and belonging by rewarding the right values, recognizing strong performance, and addressing performance gaps in a timely and respectful manner.Develops trust among team members through consistent communication, clear expectations, and follow-through; maintains confidentiality and models integrity.Identifies skill and performance gaps and implements targeted development solutions; supports career pathways and talent mobility across teams and channels.Demonstrates Communicates Effectively by tailoring messages to the audience, listening actively, and remaining calm under pressure; defuses high-tension situations with patience and professionalism.Demonstrates Continuous Learning + Improvement by seeking feedback, applying learnings from successes and failures, and encouraging experimentation and thoughtful improvement across teams.Community Engagement & Strategic Initiatives — 15%Cultivates avenues for community involvement that enhance CWCU’s presence, deepen local loyalty, and provide opportunities to grow membership.Partners with Community Engagement Officers and Business Services to strengthen CWCU’s presence and relationships in the communities it serves.Uses first-hand member and market information to recommend improvements to product and service lines and member journeys; advocates for changes that benefit employees and members.Leads or sponsors strategic initiatives as assigned; scopes work, sets objectives, manages resources, and communicates progress and results.Performs additional duties as assigned.QualificationsPassion, grit, resiliency, and a strong belief that “sales is service,” focused on improving members’ lives while strengthening the Credit Union’s results.Proven ability to enhance experience by anticipating member/internal customer needs, building collaborative solutions, and advocating for improvements to products, services, and member journeys.Proven ability to achieve results with strong follow-through, a “can-do” attitude, and consistent performance against goals while maintaining ethical standards.Strong ability to communicate effectively in a variety of settings; professional written and verbal communication, active listening, patience, and composure under pressure (including defusing high-tension situations).Demonstrated decision quality—makes sound decisions based on analysis, available resources, knowledge, and experience; can explain decision-making while maintaining focus on organizational priorities and long-term goals; seeks counsel when appropriate.Demonstrated continuous learning and improvement—self-aware, receptive to feedback, learns from success and failure, and proactively seeks ways to optimize efficiency and enhance workflows using CWCU tools and systems.Strong business acumen with knowledge of financial services/retail performance drivers; stays current on trends, technology, market conditions, and competitor practices