Retail Support Specialist

M&T Bank
Falls Church, VA
Jul 29, 2021
Aug 05, 2021
Full Time
Overview:Provides sales, marketing and service support to an assigned area of the branch network by coordinating events, visiting branches, attending meetings, attending M&T at Work onsite events, promoting campaigns, reinforcing behaviors and encouraging branch staff in achievement of sales and service goals. Assists branch and business partners with the M&T at Work program by providing necessary marketing materials and participating in M&T at Work events when needed. A' Ensures the M&T Brand is effectively displayed and leveraged through merchandising, community support and sales initiatives to contribute to increased sales opportunities.A' A' A' Primary Responsibilities:Assist Sales Support Manager in coordinating and planning various marketing events (ie grand openings, consolidations, refurbishments, etc.) within the market, ensuring brand standards are incorporated. A' Participate in planning all Market and Regional events, meetings or off-sites. A' Participate in coordinating, planning and presenting of all Bank-wide and market-level promotions (sales contest tracking, prize distribution, etc.). Ensure adherence to budget for assigned meetings and market level promotions. A' Monitor adherence to regional marketing budget and ensure appropriate allocation of funds for maximum exposure and return for localized marketing initiatives.Visit branches to observe and inspect Lobby Experience, ATM migration, and the M&T Way Sales process.A' A' Provide feedback to Branch Managers and Regional Managers to assist with identifying coaching opportunities.A' Review ezLeads reporting weekly and report favorable/unfavorable trending to Market and Regional Managers.A' Ensure proper management of ezLeads in branches.A' Complete sample review of ERM/CCM to ensure quality usage.A' Provide Centralized Marketing with local competitive insights and marketing opportunities as well as on customer needs and sentiment through direct interactions with customer-facing staff in branches.A' Work with Sales Support Manager and consult with Centralized Marketing to determine optimal strategy and tactical plan to address these opportunities and needs. A' Assist in development, execution and communication of the campaigns. Support M&T at Work program, including training branch staff and business partners to deliver the program with the vision beyond the scope of one business unit's objectives. A' Assist with coordinating and planning of M&T at Work events within the market.A' Assist with enrollment of new companies into M&T at Work through material and on-site support as necessary.A' Ensure Branch Managers and business partners adhere to M&T at Work policies and procedures.A' Work with the branches to determine ways to deepen existing program participation to increase revenue growth; help identify qualified individuals to represent M&T Bank at company worksites (seminar speakers, onsite enrollments); develop strong business relationships with Branch Managers, Business Bankers, Commercial Lenders, and other colleagues to grow and maintain the business.A' Act as central point of contact at the market level for input on merchandising during in-branch campaigns and feedback after marketing campaigns to ensure continuous improvement. Work with Sales Support Manager, Regional Operation Manager, Regional Managers, Market Manager and business partners to ensure M&T brand standards are maintained. A' Ensure the brand is effectively displayed and leveraged through merchandising, community support and sales initiatives. Brainstorm ways to enhance in-branch signage and communications to drive greater impact on sales. A' Train employees on merchandising components within the branch, including static fixtures, kiosks, service desks and digital merchandising. A' Ensure retail employees are coached on benefits of utilizing merchandising tools during the sales process. A' Conduct training sessions with branch personnel to promote the M&T brand and educate staff on incorporating the brand standards into their customer interactions (M&T Way). A' Help management motivate M&T employees to live the M&T brand. Assist Sales Support Manager in ensuring brand guidelines are adhered to during renovation or remodel of existing branches and building of DeNovo branches. A' Participate in meetings with Construction team and review progress as it incorporates the brand standards, utilizing the Branch Design Manual. Ensure in-branch signage and communications are aligned and coordinated with Marketing and Communications to support branch consolidations, renovations and remodels. Act as field representative during merchandising installs and work with the Merchandising Manager to ensure store is merchandised according to plan. A' Work with the installation team and communicate any issues to the Merchandising Manager to ensure their prompt resolution. Complete other related duties as assigned. Scope of Responsibilities:The position utilizes multiple resources throughout the Bank to assist branches and business partners with successful execution of revenue generating activities including M&T at Work, brand awareness, customer experience, incentive administration and recognition activities for assigned branches within the retail network. A' The position develops effective relationships with persons in all levels across various business lines and support areas to ensure the requisite support is obtained for the assigned branches.A' The position must efficiently manage multiple priorities with various deadlines. A' Common areas this position interacts with include Branch Administration, Business Partners, Product Managers, Marketing and Communications, Facilities, Property Management, Branch Operations, Legal, Retail Banking Support, Corporate Purchasing and Charitable Contributions. Education and Experience Required:Bachelor's degree in Marketing, Business, Communications, related field or equivalent work experience, OR in lieu of a degree,A minimum of four years' work experience or equivalent.Minimum of five years proven and progressive financial services branch experience or consumer retail industry marketing and merchandising experience or equivalent.Experience in project management of branch marketing programs. Sound creative judgment with advertising/direct marketing production knowledge. Media planning knowledge. Excellent project management, time management, negotiations, as well as written and verbal communication skills. Strong interpersonal skills and ability to interact professionally with all management levels. Education and Experience Preferred:Strong knowledge of customer experience expectations, the branch sales process, systems, reporting and M&T at Work program. Thorough understanding of Be the Best, Service Scorecard, High Five and the overall Customer Experience for both internal and external customers. Thorough understanding of the M&T Way sales process, relationship management, customer contact management (CCM) and internal referral system (ezLeads) and how these programs and processes help branches meet their goals. Thorough understanding of the incentive program and associated reporting. LocationFalls Church, Virginia, United States of America

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