Director of Retail Experience

Company: Southern Bancorp, Inc.

Job Function: Financial Services


Southern Bancorp is a different kind of bank. As a Community Development Financial Institution (CDFI), a special certification designated for institutions that serve predominantly underserved communities, Southern Bancorp combines traditional banking and lending services with financial development tools and public policy advocacy to help families and communities grow stronger. Inspired by the principle that building net worth drives economic opportunity, our mission is to be wealth builders for everyone in the communities we serve, with a focus on low-wealth and un(der)banked populations, as well as an emphasis on Black and Brown individuals.


The Director of Retail Experience will oversee the retail business for Southern Bancorp, which encompasses retail branch strategies, ATMs, customer service, branch administration, call center and retail sales teams.  This role plays a pivotal role in shaping Southern’s retail strategy and ensuring that it aligns with the financial needs of our diverse customer base. This leadership position combines financial acumen, community engagement, and strategic vision to drive growth, enhance customer experiences, and promote financial inclusion.

This position will manage all retail staff, establish operational standards, set policies and procedures for retail activities, and ensure adherence to federal and state regulations. The ideal candidate for this position is an experienced leader who is customer-focused, process-oriented, and collaborative on strategic product and technology design.


  • Oversee the day-to-day operations of bank branches, ensuring efficient and customer-centric service delivery.
  • Develop and implement a retail strategy that caters to the specific financial needs of underserved communities while ensuring Southern’s financial sustainability.
  • Foster strong relationships with customers, particularly un(-der)banked individuals and businesses, to understand their financial goals and challenges.
  • Partner closely with Director of Product to design and offer financial products and services that meet the unique needs of customers, including affordable banking options and financial development services.
  • Ensures compliance with all applicable laws and regulations related to customer practices. Must be able to review and interpret regulatory changes and develop solutions and strategies to address laws impacting retail environments.
  • Directly responsible for sales performance. Monitor branch performance, track key performance indicators (KPIs), and implement strategies to optimize achievement of mission and margin.
  • Lead and motivate team to provide excellent service and meet performance goals.
  • Provides coaching and counseling to staff to maximize organizational effectiveness. Talks with and listens to teams and customers, addresses complaints and resolves situations using good judgment and instilling goodwill.
  • Uses analytical models to determine customer traffic and usage trends; uses branch profitability models to measure current and future profitability of retail initiatives.
  • Generate regular reports on branch performance, customer demographics, and community impact, and use data-driven insights to refine strategies.
  • Monitors competitors and industry best practices and keep staff well informed; partners with product team to ensure products are competitive.
  • Establish and maintain partnerships with local community organizations, government agencies, and non-profits to support financial literacy initiatives, affordable housing, and community development projects.
  • Other projects and duties as assigned.


  • Bachelor’s degree in Business, Finance, or related field and 7-10 years of service in financial institutions with 5 or more years in leadership roles and experience in retail banking or customer services
  • Strong working knowledge of retail banking business and products
  • Strong understanding of the financial needs and challenges faced by underserved communities.
  • Strong collaboration skills, ability to work across business lines at all levels
  • Ability to organize and effectively direct teams to sales and service success
  • Strong business acumen, including knowledge of financial statements and banking and compliance regulations
  • Demonstrated ability to adjust to changing business priorities, processes and decisions
  • Ability to effectively analyze the gaps between current situations/systems and future vision
  • Excellent organizational and planning skills with ability to deliver results within established timeframes
  • Outstanding written and verbal communication skills; strong presentation skills both face to face and remotely
  • Proficient computer skills using Microsoft Office Suite
  • Must have the ability to travel to team locations and must possess and maintain a valid driver’s license and a vehicle with appropriate insurance coverage

Compensation and Benefits

  • 1% employee home loan
  • 401(k)/Roth plan with immediate eligibility and employer match up to 6%
  • Employee stock ownership plan
  • Credit and housing counseling including free financial education tools

 Benefits to improve your health:

  • No deductible medical insurance plan
  • Dental and vision insurance
  • Employer paid life and long-term disability insurance
  • Flexible Spending Accounts

The opportunity to nurture your well-being:

  • Paid holidays and paid time off
  • Bonus plan
  • Opportunity for merit raises
  • Employee reward and recognition programs
  • Community service opportunities

How to Apply