Member Engagement & Retention Manager

Job Overview

The Member Engagement & Retention Manager plays a pivotal role in ensuring the credit union is our members’ Primary Financial Institution (PFI). This strategic leader is responsible for creating seamless, personalized experiences that deepen member relationships, enhance member loyalty, drive membership growth, retention and increase product adoption across the credit union’s portfolio. This role ensures every member feels valued, understood, and empowered to make the most of their financial relationship with the credit union.

Duties and Responsibilities

• Develop and execute a member engagement roadmap aligned with strategic goals and member needs
• Create strategies to position the credit union as the PFI for all members
• Develop and implement onboarding journeys that promote early engagement and product utilization
• Lead initiatives to improve member retention, satisfaction, and lifetime value
• Partner with Product and Marketing teams to design targeted campaigns that re-engage inactive members
• Track and report on KPIs such as onboarding conversion rates, product adoption, engagement scores, and attrition risk
• Stay informed on industry trends, expectations, and emerging technologies in financial services
• Other duties as assigned

Qualifications and Education Requirements

• Ten years of similar or related experience in product management, member engagement, or customer experience—preferably in financial services
• Bachelor’s degree in Business, Marketing, Product Management, or related field
• Proficient in Microsoft Office/Windows.
• High level knowledge and ability to manage system of record data.
• Trust and diplomacy skills
• Excellent communication skills

Additional Skills/Notes

• Ability to multitask and prioritize workload
• Demonstrates adaptability when interacting with customers and internal clients
• Strong organizational skills and attention to detail
• Excellent communication, analytical, and strategic thinking skills
• Passion for member advocacy and delivering exceptional experiences