Senior Manager - Member Communications
Golden 1, Sacramento, CA, United States
TITLE:
SRMGR - MEMBER COMMUNICATIONS
STATUS:
EXEMPT
REPORTS TO:
SVP - COMMUNITY IMPACT AND PUBLIC RELATIONS OFFICER
DEPARTMENT:
COMMUNICATIONS AND COMMUNITY RELATIONS
JOB CODE:
11696
PAY RANGE:
$129,400.00 - $140,000.00 ANNUALLY
GENERAL DESCRIPTION:
The Member Communications Senior Manager is responsible for developing and implementing communications strategies that inform, engage, and educate Golden 1 Credit Union members. The Member Communications Senior Manager will lead on proactive and reactive member communications, as well as manage the team responsible for reputation management, social media, and content development.
Involving a mix of strategy development and project and program implementation, this role also manages the team responsible for reputation management, social media, and content development. This role will work closely with Golden 1 leadership, as well as Marketing, Communications & Community Relations, Information Technology, Security, and Retail leaders. An ideal candidate will possess a mix of marketing, customer/member service, public relations, and project management skills.
TASKS, DUTIES, FUNCTIONS:
Develop and implement comprehensive member communications strategies, programs, and tactics to support consistent engagement with Golden 1 members
Lead teams in large- and small-scale communications efforts to enhance member experience, knowledge, and experience
Develop and implement comprehensive communication strategies to enhance member engagement and satisfaction in alignment with Golden 1’s overall objectives and goals
Oversee the production of member communications content, including, but not limited to, videos, podcasts, digital content, and presentations
Create proactive and reactive communications to address member inquiries, concerns, and feedback, ensuring timely and effective communication through various channels
Align all strategies and materials with the Credit Union’s messaging, brand voice, mission, vision, and strategic goals
Collaborate closely with internal teams and leadership for alignment on member communications strategies, projects, and deliverables
Coordinate and manage fast-paced member communications in response to urgent and timely issues
Navigate ongoing internal stakeholder reviews and collaboration
Track measurable success and learning metrics to inform current and future member communications campaigns and efforts
Maintain a thorough understanding of state and federal laws and regulations related to Credit Union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
Develop member crisis communication plans to manage potential issues proactively
Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
Other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
Advanced oral and written communication skills required to communicate effectively with members and internal stakeholders.
Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
INTERNAL:
All levels of staff.
EXTERNAL:
3rd party vendors, government officials and staff, other Credit Union representatives.
QUALIFICATIONS:
EDUCATION:
Bachelor’s degree in Communications, Business Administration, Public Administration or Policy, Social Sciences or Humanities, or related field.
EXPERIENCE:
Three or more years of management/supervisory experience. Minimum six years of prior communications, external communications, public relations, or marketing experience.
KNOWLEDGE / SKILLS:
Excellent verbal and written communication and interpersonal skills. Must communicate effectively and persuasively with all levels of the Credit Union.
Working knowledge of best practices and current techniques related to external communications and digital communications.
Excellent grammar, spelling, copyediting, and proofreading skills.
Proficiency in Microsoft Office Suite, SharePoint, and Excel.
PHYSICAL REQUIREMENTS:
Must reside within the Sacramento region.
Prolonged sitting throughout the workday with occasional mobility required.
Corrected vision within the normal range.
Hearing within normal range. A device to enhance hearing will be provided if needed.
Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
LICENSES / CERTIFICATIONS:
None
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.