Director of Member Engagement

We are a forward-looking credit union with big growth plans. As our Director of Member Engagement, you would play a pivotal role in helping us achieve our membership, deposit, and loan goals, while ensuring that our members receive personalized and seamless service.   

Function

Reporting to the Chief Executive Officer (CEO), the Director of Member Engagement will play a critical role in developing and implementing the overall marketing and business development strategies for WSSC Federal Credit Union. Responsible for the direction and management of the marketing operation and promotion of the Credit Union’s products, services, and brand. Directs the Credit Union’s marketing efforts and works with the credit union Team to implement marketing plans to attain the Credit Union sales and profit objectives.

Duties & Responsibilities

•  Develops and implements an annual marketing plan and a detailed budget to accomplish marketing objectives. Manages the marketing expenditures within the budget. Maintains ongoing communications with the CEO and the Executive Team to ensure knowledge of Credit Union goals and objectives.

• Leads the data-driven digital strategy, innovation and roadmap development and execution for increasing sophistication and effectiveness in driving brand awareness for both non-members and existing members.

•  Leads research efforts by utilizing various methods such as interviews, surveys, social media feedback, recorded member contact center interactions, member reviews, focus groups, etc. Leverages information to guide strategy and inform Management of opportunities to better serve members. Reflects the surveys to guide the Credit Union’s marketing and business development activities.

•  Identifies revenue opportunities within the existing member base and fosters consistent growth by securing new membership accounts and relationships. Collaborates with cross functional teams to leverage data to help members with products and services.

• Directs the daily communication and marketing activities with the support of our marketing partners. Analyzes market trends and demographic data concerning members and potential members by utilizing Marketing Customer Information File (MCIF) databases. Researches members’ needs and attitudes as they relate to the Credit Union.

•  Runs segmentation and relationship reports in MCIF for actionable marketing campaigns.

• Generates, integrates, and translates Credit Union membership and market research data into marketing opportunities and tactics.

Develops alternative distribution methods for promoting the Credit Union services. Provides direction and recommendations based on current research data regarding marketing strategies the Credit Union should pursue.

•  Organizes all public relations functions, including but not limited to the Annual Meeting of

Members.

•  Defines key performance indicators for each communication channel, which will indicate a campaign’s level of success.

•  Conducts quality control on all communications, ensuring  they  are reflective  of organizational brand and empathy of the members and the related communities.

•  Has strong organizational skills and the ability to multitask and prioritize projects while working on a deadline.

•  Serves as the subject matter expert regarding marketing and communications within Online/Mobile Banking and other digital channels.

•  Manages all marketing vendors, including but not limited to graphic design, translation services, email automation services, etc.

•  Works collaboratively with the Operations and Lending Teams to develop new services, products, and onboarding programs based on member needs and wants. Provides project management with internal stakeholders to manage marketing initiatives.

•  Oversees the development and preparation of marketing material to achieve target goals. Obtains price estimates from vendors for the production and design of marketing collateral materials. Ensures that costs stay within the annual budget amount as dictated by the marketing plan. Proofreads marketing materials and ensures that collateral materials are accurate and comply with regulatory guidelines.

•  Maintains contact with present and future membership groups to encourage good relations and cooperation. Schedules, coordinates, and attends Credit Union events, meetings, and presentations.

•  Provides team vision and alignment with targeted coaching to achieve strategic goals. Leads the Credit Union’s marketing efforts assuring compliance with regulatory requirements and organizational mission, values, policies, and work rules. Also leads in planning and coordination of the Credit Union Annual Meeting and annual elections, reports, and logistics.

•  Maintains and delivers reports for marketing campaigns and other marketing and educational initiatives to support the growth and expansion of WSSC FCU products and services.

• Manages the organization and advertising of Credit Union events such as educational seminars, counseling meetings, annual meetings, and other special events, as required.

•  Maintains the member onboarding communication program – in collaboration with

Operations – to ensure that it remains accurate, relevant, and engaging.

•  Maintains and updates the Credit Union website and social media. Monitors and reviews the website/social media on a regular basis. Keeps abreast of the latest website/social media trends in the industry. Works with website hosting vendors on website enhancements and improvements. Analyzes website/social media metrics and visitor behavior to continually improve websites/social media for the member’s experience and facilitate sales.

•  Completes other projects requested by the CEO. Participates in the Credit Union’s strategic planning process.

•  Administers and maintains email marketing channels, member feedback and surveys.

Qualifications

•  B.S. in Marketing or related field preferred, although prior marketing or business development experience at a credit union may be substituted.

•  Fluency in Spanish is strongly preferred to perform in a multicultural environment.

•  3-5 years of work experience in Credit Unions or Banks. Credit Union experience preferred.

•  Strong commitment to the WSSC FCU mission and understanding of cultural competency.

•  Strong presentation and communication skills – verbal, written and analytical.

•  Excellent writing skills – aligned to the proper voice, tone, and values of the Credit Union

•  High degree of creativity is required.

•  Teamwork – Contributes to building a positive team spirit.

•  Adaptive learner with exceptional ability to master new concepts and software applications.

•  Detail-oriented and effective at managing and prioritizing multiple tasks under a tight schedule.

•  Must feel comfortable speaking in public and presenting information in a professional manner to a variety of groups on behalf of the credit union.

•  Extensive coordination with others is key to this position, so organization and time management are critical.

Compensation and Benefits

• Excellent pay (salary commensurate with experience).
• Medical and dental insurance (80% paid by the credit union).
• Vision, life & long-term disability insurance (100% paid by the credit union).
• Paid time off with sell back option (new full-time employees earn up to 13 days per calendar year of vacation leave and up to 9 days of paid time off for sick leave).
• 11 Paid Holidays and the day after Thanksgiving off.
• Paid Volunteer Time.
• Tuition reimbursement up to $500 per calendar year for pre-approved undergraduate courses.
• Eligible employees receive a generous contribution to their 401(k) plan.
• Eligible employees receive annual bonuses.

Other

• Candidates are required to undergo and successfully pass background and credit checks.

Equal Opportunity Employment

WSSC Federal Credit Union is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status, or any other factor protected by law.