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 FunctionsEngagement 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.