The Chief Retail Officer (CRO) is a member of the Executive Management Team and provides strategic leadership and executive oversight for FirstLight Federal Credit Union’s retail banking organization. The CRO is responsible for developing and executing an integrated retail strategy that advances FirstLight’s mission of helping members achieve financial success while supporting sustainable membership, deposit, relationship, and revenue growth. The CRO provides executive oversight of retail delivery channels, including Engagement Center Operations, Call Center and Virtual Retail Delivery, Retail Deposit Operations, Insurance, Retirement and Investment Services (IRIS), and other assigned retail functions.
The CRO is accountable for delivering consistent and exceptional member experience across all respective delivery channels while driving operational excellence, financial performance, organizational growth, innovation and efficiency, and effective risk management. The CRO works collaboratively across the organization to ensure retail strategies, resources, technology, products, processes, and people are aligned with FirstLight’s strategic priorities and Member Experience Promise.
EDUCATION/CERTIFICATION:
Bachelor’s degree in Business Administration, Finance, Accounting, Management, Marketing, or a related discipline required. Advanced degree, or relevant executive/professional education preferred.
EXPERIENCE REQUIRED:
Ten (10) years of progressively responsible leadership experience within a credit union, bank, or other financial services organization, including relevant senior management responsibility. Experience should include retail banking, branch and multichannel delivery, deposit operations, digital or virtual delivery, member experience, growth strategies, financial and operational management, organizational change, and talent development. Senior management level experience leading multiple functions or a complex retail organization is strongly preferred.
