Job Description

The Marketing, Communications and Member Engagement Manager is
responsible for leading the Credit Union's marketing, communications, public
relations, member engagement, and member growth initiatives. The incumbent will
develop and execute strategies designed to increase membership, improve
member retention, enhance service delivery, strengthen the Credit Union's brand,
and support sustainable growth in loans, deposits, and other financial products.
Working closely with the Chief Commercial Officer, Loans Manager, Member
Service Manager, Branch Managers, and other department heads, the Manager
will identify opportunities to improve the member experience, reduce member
attrition, increase product penetration, and strengthen member loyalty. The role serves as the primary custodian of the Credit Union's brand and communications
strategy while ensuring all marketing and engagement activities align with the
Credit Union's strategic objectives.
KEY RESPONSIBILITIES
Strategic Growth and Member Engagement
• Develop and implement strategies to increase membership growth, member
retention, and product utilization.
• Support the achievement of organizational growth targets for loans,
deposits, and other support products.
• Work collaboratively with the Loans Manager and Member Service Manager
to identify opportunities to increase loan production, cross-selling, and
member acquisition.
• Analyze member trends, demographics, and behaviors to identify growth
opportunities and improve member engagement.
• Develop and manage member loyalty, referral, and retention programs.
• Monitor member attrition and develop corrective action plans to improve
member retention.
• Lead initiatives to strengthen member relationships and improve overall
member lifetime value.
Member Experience and Service Excellence
• Partner with the Member Service Manager to ensure exceptional service
standards across all delivery channels.
• Develop and monitor member service performance indicators and
satisfaction metrics.
• Conduct regular member satisfaction surveys and analyze results.
• Recommend and implement service enhancements based on member
feedback and operational insights.
• Monitor member complaints, service concerns, and emerging trends to
identify opportunities for improvement.
• Coordinate member education initiatives to improve financial literacy and
product awareness.
Marketing and Business Development
• Develop and execute annual marketing and business development plans
aligned with the Credit Union's strategic objectives.
• Design and oversee campaigns to promote loans, deposits, digital services,
and other products.
• Coordinate marketing activities across all branches and service channels.
• Develop promotional campaigns to support seasonal lending programs and
new product launches.
• Monitor campaign performance and return on investment (ROI).
• Ensure marketing initiatives are data-driven and contribute to measurable
business growth.
Communications and Public Relations
• Develop and manage the Credit Union's communications strategy.
• Oversee all internal and external communications, including newsletters,
publications, announcements, speeches, and member communications.
• Manage media relations and serve as a key liaison with community partners
and stakeholders.
• Coordinate public awareness campaigns and community outreach
initiatives.
• Develop communication plans for organizational projects, product launches,
and strategic initiatives.
• Manage crisis communications and reputation management activities when
required.
Brand Management
• Protect and strengthen the Credit Union's brand identity and reputation.
• Ensure consistency in messaging and branding across all communication
channels.
• Monitor public perception and recommend initiatives to strengthen brand
awareness and member trust.
• Oversee the development and maintenance of marketing materials, digital
content, and promotional assets.
Digital Marketing and Social Media
• Manage the Credit Union's website, social media platforms, and digital
communications.
• Develop and implement digital marketing campaigns to drive engagement
and lead generation.
• Monitor online engagement, website traffic, and digital performance metrics.
• Utilize digital tools and analytics to improve campaign effectiveness and
member engagement.
Community Engagement
• Coordinate sponsorships, community events, financial education programs,
and outreach activities.
• Represent the Credit Union at community events, schools, business forums,
and industry functions.
• Build strategic partnerships that enhance the Credit Union's visibility and
community impact.
Leadership and Management
• Supervise marketing and communications personnel.
• Establish departmental goals, objectives, and performance indicators.
• Prepare departmental budgets and monitor expenditures.
• Provide coaching, training, and performance management to staff.
• Foster a culture of innovation, collaboration, accountability, and service
excellence.
Reporting and Analytics
• Prepare monthly and quarterly reports on marketing performance,
membership growth, member retention, loan campaign effectiveness, and
member engagement activities.
• Monitor key performance indicators including:
o Membership Growth
o Membership Attrition
o Loan Growth
o Product Penetration
o Member Satisfaction Scores
o Campaign ROI
o Digital Engagement Metrics
• Present recommendations and strategic insights to Executive Management.
QUALIFICATIONS AND EXPERIENCE
Education
• Bachelor's Degree in Marketing, Communications, Public Relations,
Business Administration, Finance, or a related field.
• Master's Degree is considered an asset.
Experience
• Minimum of five (5) years of progressively responsible experience in
marketing, communications, member services, business development, or
relationship management.
• At least three (3) years of supervisory or management experience.
• Experience within a financial institution, credit union, bank, or cooperative
environment is strongly preferred.
• Demonstrated experience developing and executing growth, retention, and
marketing strategies.SKILLS AND COMPETENCIES
Leadership Skills
• Strong leadership and team management capabilities.
• Strategic thinking and business development mindset.
• Ability to influence and collaborate across departments.
Technical Skills
• Digital marketing and social media management.
• Data analytics and performance measurement.
• Customer Relationship Management (CRM) systems.
• Marketing automation and reporting tools.
• Proficiency in Microsoft Office Suite.
Communication Skills
• Excellent written and verbal communication.
• Strong presentation and public speaking skills.
• Ability to communicate effectively with members, staff, management, and
external stakeholders.
Personal Attributes
• Member-focused and results-oriented.
• Innovative and creative thinker.
• Professionalism, integrity, and discretion.
• Strong interpersonal and relationship-building skills.
• Ability to work effectively in a fast-paced and evolving environment.
KEY PERFORMANCE INDICATORS (KPIs)
• Annual Membership Growth
• Membership Retention Rate
• Loan Growth Targets
• Product Penetration Ratios
• Member Satisfaction Scores
• Net Promoter Score (NPS)
• Digital Engagement Metrics
• Campaign ROI
• Brand Awareness Measures
• Community Engagement Outcomes
The Marketing, Communications and Member Engagement Manager is expected
to play a pivotal role in strengthening the Credit Union's market presence,
enhancing member relationships, supporting business growth, and ensuring that
members consistently receive exceptional service experiences.
Deadline: Friday, July 10, 2026
Submit application letter, CV, and 2 professional references and a copy of
social security card with subject “Application for Marketing, Communications
& Member Engagement Manager Vacancy” to:
Email: vacancies@sjcu.com.bz

Skills Required

• Agile decision-making