Director Of Member Growth & Retention

Job Overview

The Director of Member Growth and Retention plays a pivotal role in ensuring the credit union is our members' Primary Financial Institution (PFI). This strategic leader is responsible for designing and executing business strategies that enhance member onboarding, drive product adoption, and foster long-term loyalty. This role will work in close partnership with Marketing, Digital, & Member Experience Teams to lead initiatives to reduce silent attrition, improve utilization of financial products, and create programs that deliver measurable improvements in member satisfaction and retention. This role ensures every member feels valued, understood, and empowered to make the most of their financial relationship with the credit union through the products & services they use.

Duties and Responsibilities

• Develop and execute a member growth roadmap aligned with strategic goals and member needs.
• Create strategies to position the credit union as the PFI for all members.
• Provide key inputs to marketing for the development of campaigns.
• Coordinate the creations of onboarding programs that ensure a seamless and engaging experience for new members across a variety of products.
• Lead initiatives to improve member retention, satisfaction, and lifetime value.
• Implement programs to proactively address silent attrition and member disengagement.
• Monitor member lifecycle metrics and identify risk indicators for churn.
• Analyze member behavior, product usage, and feedback to inform marketing engagement strategies.
• Assist Product team in identifying cross-selling and next-best offer opportunities.
• Provides input into product team on future offerings and feature improvements.
• Report on KPIs such as adoption rates, retention metrics, and member satisfaction scores.
• Stay informed on industry trends, expectations, and emerging technologies in financial services.
• Collaborate with marketing, product managers, and channel partners to deliver consistent and meaningful member touchpoints.
• Other duties as assigned.

Qualifications and Education Requirements

• Ten years of similar or related experience in product management, member engagement, retention or customer experience-preferably in financial services
• Bachelor's degree in Business, Marketing, Product Management, or related field
• Proven track record of developing and implementing successful onboarding and retention programs.
• Strong analytical skills with experience using data to drive decisions.
• 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