• 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