Vice President of Retail and Service

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Vice President of Retail Growth and Service

Vice President of Retail Growth and Service
Spokane Valley
• Retail Operations

Responsible to lead Horizon’s retail branch network and member experience strategy, driving sales growth, service excellence, and a member-first culture across retail delivery channels. This role oversees branch performance, staffing, and professional development, ensuring compliance, service quality, and goal achievement, while aligning all activities with sales and service objectives. The VP actively engages in branch sales and growth initiatives, providing coaching, fostering community relationships, and implementing strategies to increase deposits, lending, and member loyalty.

Through hands‑on leadership and data‑driven decision‑making, this position ensures retail teams are equipped to deliver consistent, high‑quality service while adapting to evolving member needs. In partnership with Retail Operations, Business Development, and Marketing, the VP integrates growth initiatives, brand messaging, and community outreach to strengthen Horizon’s market presence, deepen member relationships, and position the organization for sustainable success.

Retail Growth & Service:
Collaboration, Sales & Service Success, Community Impact

• Lead the retail branch network, ensuring alignment with sales and service goals while fostering a culture of member‑focused service.
• Optimize the functions and responsibilities of staff as digital banking adoption increases and shift to a consultative culture.
• Promote a member‑first culture by implementing strategies to improve member retention, engagement, and satisfaction.
• Foster a proactive, goal‑driven sales culture within the business development function, ensuring results are tracked, shared, and celebrated.
• Lead by example and ensure outcome focus of elevating the member experience by going beyond the initial need.
• Make operational decisions within authority level using sound judgment to minimize risk; escalate issues appropriately.
• Monitor performance of business lines from a service and operational efficiency perspective.
• Maintain presence across branches, supporting engagement, coaching, and operational consistency.
• Collaborate with the SVP/COO on the development, alignment, and execution of marketing initiatives to support organizational objectives.
• Serve as an integral member of leadership team, contributing insights from Retail, Business Development, and Member Experience perspectives.
• Ensure brand messaging and member touchpoints are seamless, consistent, and aligned across all delivery channels.
• Partner with Marketing, Operations and Business Development teams to integrate marketing campaigns and sales strategies into daily operations and outreach efforts.
• Drive marketing strategies that support member acquisition, share‑of‑wallet growth, community engagement, and long‑term strategic goals.
• Ensure coaching needs are identified and acted on to achieve cross‑sell opportunities across loans, deposit accounts, and digital solutions.
• Provide coaching and mentoring to branch teams to reinforce positive behaviors and build development plans that support sales growth and member service excellence.
• Promote accountability through leadership and career development by driving consistent performance and operational excellence across all regions and locations.
• Lead and oversee operational standards of branches, including cash handling, control of negotiable items, prevention of fraud, and protection of member privacy.
• Ensure member service activities—such as new accounts, consumer loan applications, and problem resolution—are conducted accurately and efficiently.
• Actively engage and establish positive rapport throughout local communities to create brand awareness.
• Lead the retail team to achieve performance goals related to deposit growth, loan referrals, community engagement, and market penetration.
• Drive accountability to established business development metrics and budget goals.
• Provide ongoing coaching and performance feedback to ensure sales targets and service expectations are met or exceeded.
• Collaborate across departments to align…