Director of Member Engagement

First Commonwealth Federal Credit Union (FCFCU) is seeking a Director of Member Engagement

Director of Member Engagement

Position Summary

We’re looking for a highly innovative, data-driven, member-centric marketing director to lead marketing, member engagement and retention strategies across the organization, including content, creative, social, digital and events. Accountable for “telling our stories” and leading the charge to ensure that every FCFCU member is properly nurtured throughout their member lifecycle, this highly collaborative role is focused on member acquisition, member onboarding, member/loyalty programs and retention strategies. The ideal candidate is a highly motivated, proven, results-oriented marketing innovator who knows how to be a positive change agent and people-leader to develop, execute and manage dynamic marketing and communication plans to drive results. Responsible for leveraging data insights into creative campaigns, communications and programs that will add substantial value to the FCFCU membership experience and drive results.

This key role owns planning and execution of marketing strategies, projects, branding, communications, PR, digital, website, retail integration, financial wellness, events and CRM in accordance with established policies and procedures, under the direction of the Chief Marketing & Retail Officer.

Key Responsibilities

·         Drive results to support strategic goals

·         Lead planning and execution of organization-wide member acquisition, onboarding, loyalty and retention programs

·         Lead all facets of marketing, communications and CRM/analytics operations

·         Manage strategic relationships with key vendors and “extension of staff” partners and resources including but not limited to agencies, media partners, community partners, etc.

·         Own, drive and report on key metrics related to member engagement, retention and churn

·         Deliver omni-channel, retention-driving initiatives and campaigns across all marketing channels – email, push notifications,, mobile, social platforms, digital, advertising, remarketing, and other channels and devices, as relevant

·         Partner with subject matter experts to innovate meaningful member benefits, programs or feature improvements that differentiate FCFCU and delight members

·         Partner with retail and member experience teams to operationalize segment-specific strategies and develop cross-channel programs and initiatives that increase member satisfaction

·         Champion cross-functional member initiatives and campaigns to other business partners including business development, business services, lending, indirect, investments, insurance, mortgage and others, as relevant

·         Manage, develop and implement the effective day to day operations of the marketing functions, including developing the annual tactical marketing plan and ensuring the plan is fully executed to support the credit union’s overall strategic and business goals

Required Knowledge/Skills

·         Expertise in marketing, engagement and retention strategies

·         Expertise in creative and content development and management

·         Expertise in omni-channel marketing

·         Expertise leading cross-functional, collaborative teams

·         Ability to multi-task and manage numerous projects concurrently

·         Ability to instigate, innovate, integrate and innovate (the four I’s)

·         Expertise in CRM and/or marketing automation platforms

·         Proficiency in Adobe Creative Cloud, MS Office and web based technology


·         Bachelor’s degree in marketing or related field required; Master’s degree preferred

·         8+ years omni-channel marketing, including 5+ years’ experience leading strong marketing teams

·         5+ years in financial services marketing, communications and/or CRM

·         Strong experience in acquisition, loyalty and retention marketing programs

·         Proven ability synthesizing and interpreting data and customer insights into successful marketing strategies

·         Strong experience in website development, content management, mobile marketing and/or app development desired 

Apply either via our website at , fax 610-807-3040, mail to HR Dept, P.O. Box 20450, Lehigh Valley, PA 18002-0450 or email your resume to mentioning the position for which you are applying. EOE 

 Posted 5-4-17