Director of Sales Performance & Analytics

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

A strategic leader responsible for advancing enterprise-wide revenue performance through data-driven insights, referral optimization, and commercial performance governance.This role serves as the central driver of a disciplined, analytics-led sales culture-integrating referral strategy, performance measurement, and incentive alignment to improve cross-line-of-business collaboration, increase conversion outcomes, and accelerate revenue growth.The position owns the Community Connect referral platform and partners across business lines, Finance, HR, and leadership teams to deliver actionable insights, enhance sales effectiveness, and align performance with strategic objectives.

Essential Duties:

Enterprise Referral Strategy & Sales Enablement

• Serve as the business owner for the Community Connect
• program, positioning it as a core driver of revenue growth
• and cross-line-of-business collaboration.
• Lead the strategy and execution of referral initiatives
• across Community Bank, BPAS, OneGroup, and
• Nottingham Financial Group.
• Enable frontline teams and Regional Business Partners with
• tools, insights, and best practices to drive pipeline activity
• and referral conversion.
• Identify and scale successful referral behaviors through
• structured communication, playbooks, and success
• storytelling.
• Facilitate alignment across business lines on priority
• opportunities, client strategies, and coordinated go-to-
• market execution.

Referral Platform Governance & Optimization

• Own the end-to-end referral platform, including workflows, data standards, governance, and system enhancements.
• Establish and enforce consistent processes for referral quality, ownership, routing, and service-level expectations.
• Drive platform adoption, user engagement, and data integrity through ongoing monitoring and targeted interventions.
• Partner with Technology and Operations to enhance system functionality, improve user experience, and expand CRM integration.
• Continuously optimize referral processes to improve speed, efficiency, and conversion performance.

Revenue Analytics & Performance Insights

• Develop and deliver enterprise-wide reporting and dashboards that provide clear visibility into pipeline health, referral activity, and revenue contribution.
• Monitor and analyze key performance indicators, including referral volume, conversion rates, cross-sell effectiveness, and line-of-business collaboration.
• Translate complex data into actionable insights that inform sales strategy, resource allocation, and performance improvement initiatives.
• Identify trends, coverage gaps, and growth opportunities to support proactive decision-making.
• Expand self-service reporting capabilities and data visualization tools for business partners and leadership.

Commercial Performance Management & Incentive Governance

• Lead the design, governance, and execution of Commercial Banking scorecards and performance measurement frameworks.
• Ensure consistency and integrity in metrics, data sources, and methodologies across regions and segments.
• Oversee end-to-end performance reporting, including validation, audit readiness, and transparency of incentive outcomes.
• Partner with Finance and HR to align incentive plans with strategic objectives, regulatory expectations, and business performance.
• Deliver executive-level insights that clearly connect performance results to incentive outcomes and behavioral drivers.

Stakeholder Engagement & Change Leadership

• Build strong, trusted relationships across business lines to drive alignment, adoption, and sustained engagement.
• Lead enterprise communication efforts related to revenue performance, referral outcomes, and strategic priorities.
• Support complex, multi-line-of-business client opportunities through coordination and internal alignment.
• Design and implement recognition programs that reinforce collaboration, accountability, and high-performance behaviors.
• Act as a catalyst for cultural transformation toward a more data-driven, performance-focused sales organization.

Ancillary Duties:

As an integral member of CFSI, this position is responsible to provide assistance wherever necessary to help the Company in achieving our goals.

Education and Training:

• Bachelor's degree in Business, Finance, Analytics, or a related field.

Experience:

• All applicants must be 18 years of age or older.
• 8-12+ years of experience in Commercial Banking, Sales Strategy, Analytics, or Business/Program Management.
• Demonstrated success leading cross-functional initiatives across multiple business lines.
• Experience with CRM systems, referral platforms, and performance or incentive analytics.
• Proven track record delivering executive-level reporting and actionable performance insights.

Skills & Competencies:

• Strong strategic thinking with the ability to translate data into business outcomes.
• Exceptional stakeholder management and influence across senior leadership and frontline teams.
• Advanced analytical and problem-solving capabilities.
• Excellent communication skills, including executive presentations and storytelling with data.
• High proficiency in Microsoft Excel, PowerPoint, and reporting tools; experience with data visualization platforms preferred.
• Strong attention to detail, governance discipline, and ability to manage multiple priorities.
• Results-oriented mindset focused on revenue growth, performance improvement, and client outcomes.
• Understanding of data governance, internal controls, and regulatory considerations.

Success Measures:

• Increased referral volume, engagement, and revenue contribution across the enterprise
• Improved conversion rates, pipeline visibility, and referral cycle times
• Strengthened cross-line-of-business collaboration and opportunity generation
• High confidence in scorecard accuracy, performance reporting, and incentive transparency
• Enhanced executive visibility into key revenue drivers through actionable analytics
• Sustained adoption and effectiveness of Community Connect as a strategic sales tool
• Measurable improvements in sales effectiveness and performance culture

Compensation:

Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.