Member Communications Team Lead, Marlboro, MA, Hybrid, Full-Time

Schedule

Monday - Friday 8-5 (40 hours)

What You'll Do

Summary/Objective:

Reporting to the Vice President of Corporate Communications, the Member Communications Team Lead is responsible for driving strategy and choreography of all member-facing communications programs to drive member engagement, benefit awareness and financial education. This includes managing and working in conjunction with the Member Communications Specialist to conceptualize, plan, and manage the successful development and delivery of all member-facing communications across multiple channels.

This role is also responsible for engaging with business segment leadership and their teams to ensure a deep understanding of member-impacting issues and education opportunities. In addition, the Member Communications Team Lead serves as the day-to-day project management lead for all member-facing corporate communications campaigns and member engagement initiatives.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the owner of member communications campaigns and initiatives across all channels.
• Have a willingness to own and drive the member communications function, developing our member communication operating model and processes.
• Be a high consumer of all media and news flow - especially those issues that will impact our members such as cybersecurity, data breaches, regulatory issues, etc. to inform communications.

• Possess an "outside in" mindset that will allow you to identify industry and external issues that will impact our members, bring recommendations to the table with VP of Corporate Communications and business partners and execute them.

• Have an in-depth subject matter knowledge of consumer banking, terminology, and processes, preferably within a credit union, or bank and be able to translate that into straightforward communications for our members that raise awareness and drive member behaviors.
• Collaborate with business lines to develop member communications initiatives that drive engagement with our members.

• In partnership with VP of Corporate Communications, build strategic frameworks for all member initiative communications elements, including messaging, channel tactics, execution, results, analysis, and budget.
• Lead efforts to perform a full audit of all current member communications across all channels (planned and ad hoc), making recommendations on improvements and implementing processes to carry this out.
• Provide strategic counsel, oversight for all important member notification requests (member-facing issues encountered) as they come in from other business areas. Work with Member Communications Specialist to coordinate, plan and execute initiatives to satisfy these requests.
• Oversee content creation (writing) for member corporate communications initiatives as needed.

• Establish benchmarks for measuring the impact of all campaigns and activities.
• Analyze the performance of education/engagement initiatives, reporting on wins, opportunities, and optimizations.

• Manage all member-facing corporate communications projects from beginning to end ensuring they are completed successfully, on time and within budget.

• Periodically present and report to leadership on campaigns and initiatives.
• Be highly communicative and responsive to all stakeholders while handling a large volume of projects.
• Available to provide communications support during times of crisis / rapid response / special situations, sometimes outside of normal business hours which may require immediate support.

• Perform other job-related duties as assigned by Managers(s).

Supervisory Responsibility:

• Oversees the Member Communication Specialist(s)

What You'll Need

Education and Experience Requirements:

• 5-7 years combined experience in communications, consumer engagement/education, marketing
• High knowledge of technical aspects of consumer banking, preferably within a credit union or bank
• Bachelor's degree in business, marketing, or mass communication
• Prior supervisory experience preferred
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and Jira.

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.