Job Description

We are seeking a dynamic and data-driven Manager of Member Engagement to join our team. This role is pivotal in enhancing the member experience by evaluating product effectiveness, developing strategies for increased member interaction and ensuring the success of our engagement initiatives. The Manager of Member Engagement will oversee the entire member engagement lifecycle, from onboarding to retention and building loyalty, and will use data to continuously improve and refine strategies. This individual will collaborate with cross-functional teams to identify new opportunities for engagement and help build long-term relationships with our members.

Essential Functions

• Engagement Goal Setting & Reporting: Establish member engagement goals that drive organizational success. Track progress and provide regular reports on membership metrics, analysis and achievements to key stakeholders, ensuring that engagement initiatives remain aligned with overall business objectives.
• Product Evaluation & Engagement Metrics: Analyze member engagement metrics across all products, services and member benefits to identify opportunities for improvement and optimize strategies for member interaction and satisfaction. Develop workflows to implement these metrics and assess the return on investment (ROI) for each product based on member engagement data.
• Onboarding Roadmaps: Create and maintain personalized member onboarding experiences tailored to different member personas, ensuring a smooth and impactful introduction to Ent Credit Union's products and services.
• Staff Management and Development: Provide guidance and feedback on projects and assigned tactics. Act as a final approver of content before being released to internal stakeholders. Provide necessary resources and support to ensure a successful product is achieved. Provide professional growth opportunities, mentoring, coaching and development to ensure we are maximizing one's strengths and skillsets. Conduct quarterly and annual performance reviews to assess performance and behavior/conduct outcomes. Provide development/alignment as it pertains to daily staff support, work assignments and projects.
• Retention Strategy Development and Relationship Engagement: Develop and implement a comprehensive membership retention strategy that aligns with Ent Credit Union's mission and objectives. Identify and execute opportunities to retain members through targeted engagement initiatives and campaigns that showcase the value of membership. Develop strategies to maintain strong relationships with the membership base, focusing on long-term loyalty and satisfaction. Use data insights and member feedback to continually enhance the member experience and increase engagement.
• Collaboration & Cross-Functional Teamwork: Collaborate with cross-functional teams, including product, marketing, digital marketing, experience design and communications, to identify and design new opportunities for member engagement. Facilitate the execution of these initiatives to enhance member satisfaction and loyalty. Foster a collaborative and inclusive work environment, promoting efficiency, creativity and innovation within the member engagement team. Encourage open dialogue and teamwork across departments to deliver results that positively impact members' financial well-being.
• Member Communication Workflow: Work closely with the communications team to create effective member-facing communication workflows. Ensure all member communications, including campaigns and service updates, are strategically aligned with engagement goals. Provide recommendations on go/no-go decisions based on communication effectiveness and member impact.
• Industry Trends & Competitive Analysis: Continuously monitor industry trends, member feedback and competitive landscapes to identify opportunities for enhancing membership services and benefits. Implement improvements that meet member needs and keep Ent Credit Union ahead of market changes.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Business, Marketing, Communications, or related field
• 5+ years' of experience in member engagement, customer experience, marketing, or a related field
• 1+ years' team leadership or supervisory experience
• 2+ years' experience in financial services or credit union industry (preferred)
• 3+ years' experience in marketing financial service products or companies (preferred)

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Analytical skills and experience working with member engagement metrics, KPIs, and ROI analysis.
• Communication, collaboration, and project management skills.
• Ability to think strategically and translate data insights into actionable plans.
• Skilled in developing and executing comprehensive retention and engagement strategies.
• Innovative thinker with a track record for translating strategic thinking into plans and outputs
• Solid command of traditional and digital marketing channels
• An aptitude for creative problem-solving in a fast-paced, changing environment
• Self-directed ability to analyze, organize and prioritize work while meeting multiple deadlines
• Strong attention to detail and organizational skills are required.
• Ability to appropriately match communication style to a wide array of people and build relationships with internal clients
• Excellent communicator, presenter, and storyteller.
• (preferred) Knowledge of customer relationship management (CRM) tools and member engagement platforms.
• (preferred) Proficiency with data analytics and reporting tools.

Certifications Required:

• Valid Driver's License with an acceptable driving record required

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $83,511 to $93,215 per Year (S16)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

We anticipate this position to close on 01/23/2025. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)