Retail Program Manager Jobs in Spokane, WA (NOW HIRING)

Senior Retail Sales Manager
Department: Retail Sales and Support
Report To: VP Retail Business Support
Grade: 14, Exempt
Salary Range: $100,012 to $150,028 annual salary
SUMMARY:
With the goal of enhancing lives, fulfilling dreams, and building communities, the Senior Retail Sales Manager is responsible for managing all aspects of sales and service for Retail Experience, serving as both a strategic leader and program manager for the Deepening Member Relationships (DMR) sales training program.
This individual ensures that credit union and member interests are served and protected through effective planning, monitoring, and strategic oversight of retail teams and delivery channels. The Senior Retail Sales Manager develops, executes, and refines strategies to drive growth in deposits, loans, and member engagement while ensuring the consistent delivery of an exceptional member experience across all branches and digital channels.
As a key leader within Retail Experience, this role collaborates closely with business partners across the credit union-including Operations, Marketing, Risk, and Technology-to align retail goals with organizational objectives. The Senior Retail Sales Manager also leads retail teams through continuous improvement efforts, system and technology enhancements, and sales coaching initiatives designed to elevate performance, strengthen relationships, and ensure that every member interaction reflects Numerica's core purpose and values.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strategic & Planning

• Develop annual and quarterly retail sales plans (goals for deposits, loans, new accounts, cross-sell metrics, etc.).
• Forecasting: project growth, set targets, and monitor actuals vs. plan.
• Design incentives, compensation plans, campaigns, and recognition programs to drive performance.
• Collaborate with marketing, product development, digital, operations and risk teams to launch campaigns, sales promotions, and new product rollouts.
• Analyze trends (member behavior, competitiveness, market shifts) to advise leadership and adjust strategy.
• Ensure alignment of branch / retail sales strategy with organizational goals

Leadership & Team Management

• Supervise a team of sales coaches, retail sales trainers, and/or sales analyst.
• Recruit, train, coach, mentor, and develop high-performing sales leaders.
• Conduct performance reviews; set goals; track progress; manage underperformance.
• Hold regular meetings, share best practices, facilitate peer learning across branches or teams.
• Drive consistency and standardization of sales processes, tools, and member experience across branches.

Sales Execution & Oversight

• Monitor branch-level sales performance and identify underperforming areas.
• Visit branches regularly to observe sales practices, coach managers, and share feedback.
• Ensure that cross-selling (e.g. credit cards, personal loans, investment accounts, insurance, etc.) is actively pursued.
• Review pipelines, conversion rates, lead management, and sales funnels for retail channels.
• Ensure frontline staff maintain strong product knowledge, sales skills, and compliance awareness.

Financial / Operational Oversight

• Manage budgets for retail sales operations (travel, training, incentives, marketing, etc.).
• Oversee cost control, resource allocation, and expense optimization in retail sales areas.
• Report key performance metrics and dashboards to senior management.
• Collaborate with operations, risk, compliance, and audit to ensure all retail sales activities obey regulatory requirements, internal policies, and controls.
• Support branch audits and control reviews; address identified gaps in sales or process compliance.

Member & Market Relationship Management

• Represent the credit union in local market / community events to drive brand visibility and Member acquisition.
• Cultivate relationships with strategic members or business partners in assigned region.
• Solicit feedback from branches and members to improve the product mix, sales scripts, and member experience.
• Monitor competitor activities, market trends, and member preferences; propose adjustments to strategy accordingly.

Continuous Improvement

• Identify, design, and lead process optimization initiatives (e.g. streamline branch sales workflow, reduce bottlenecks, improve sales-to-service handoff).
• Work with technology / digital teams to ensure alignment of branch/digital sales (omni-channel integration).
• Promote a culture of learning, testing, and innovation in sales methods (pilots, A/B testing, feedback loops).

Additional Responsibilities

• Supports adoption and integration of systems that pertain to the member experience.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:
• Connect - Create meaningful relationships
• Ask - Be intentionally curious
• Resolve - Actively seek solutions
• Elevate - Never stop improving
• Strengthen - Be the difference

SUPERVISORY RESPONSIBILITIES:
Manages and develops a team of up to 4 to 6 direct reports, ensuring clear performance expectations, accountability, and alignment with organizational goals. Responsible for overall direction, monitoring, and evaluation of the Retail Sales Program. Responsible for interviewing, hiring, and training; planning, assigning, and directing work; appraising performance; rewarding and coaching employee performance; resolving complaints and problems. Carries out supervisory responsibilities in accordance with the organization's policies and compliance with applicable laws and manages a small team.
PERFORMANCE STANDARDS:
Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
Must have advanced knowledge of branch and administrative procedures. Requires a high level of tact and integrity due to the great frequency of internal and external contacts and regular exposure to confidential information. Detailed orientated with ability to work independently and prioritize workload.
Expert in multi-tasking, organizing, and prioritization is a must. Ability to learn and perform multiple tasks quickly and accurately. A deep knowledge of branch/retail landscape is necessary.
EDUCATION and/or EXPERIENCE:
Bachelor's degree plus 8 or more years of retail banking / financial services experience, with at least 5 years in management or leadership roles. Proven track record of meeting or exceeding sales / revenue targets in banking / financial services.
CERTIFICATES, LICENSES, REGISTRATIONS:
None.
SKILLS and ABILITIES:
Strong leadership, coaching, and team development skills.
Excellent communication (verbal, presentation, written) and interpersonal skills.
Analytical mindset: ability to interpret metrics, trends, and develop corrective actions.
Strategic thinking and planning capabilities.
Good understanding of banking products (deposits, consumer / retail loans, credit cards, wealth / investment products).
Familiarity with sales pipelines, CRM / sales tools, dashboards, KPI systems.
Strong business acumen, financial literacy, budget management skills.
Knowledge of regulatory, compliance, audit, and risk frameworks in banking.
Change management and project management capabilities.
Member-centric orientation and polished demeanor.
Ability to travel within regions and visit branches.
Individuals must be able to lift up to 25 pounds.
Willingness to work flexible hours, including some weekends or events, as needed.
Valid licensing or registrations.
Strong ethics, high integrity, and commitment to upholding credit union policies and values.
Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task, or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management's request.
Requirements
Learn more about our Benefits and Perks here-
https://www.numericacu.com/globalassets/images/pdfs/employee-benefits-summary-numerica.pdf
Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer
Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union's career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling your recruiter.
Salary Description
$100,012 to $150,028 annually