Credit Union of Southern California•2h ago
Career Pages
Member Appreciation Program Manager
Anaheim, CA
Full Time
Senior Level
71000-108000
N/A
N/A
N/A
Responsibilities
Qualifications & Requirements
Experience Level: Senior Level
Full Job Description
Credit Union of Southern California, a rapidly expanding credit union, is seeking a dynamic Member Appreciation Program Manager. This pivotal role is responsible for conceptualizing and executing initiatives designed to significantly elevate the member experience. Key responsibilities include crafting bespoke member programs, fostering collaboration across diverse internal departments, and rigorously assessing the efficacy of these initiatives through data-driven metrics.
Responsibilities
- Develop scalable, repeatable playbooks for milestone moments (e.g., account openings, anniversaries, referrals) that reflect CU SoCal’s caring culture
- Build a library of meaningful gifts and gestures that align with brand values and can be automated or personalized
- Partner with IT and Data Analytics to create workflows triggered by Member data (e.g., loan closings, birthdays), ensuring seamless execution
- Identify and manage vendors for fulfillment of gifts and experiences, ensuring quality, cost-effectiveness, and timely delivery
- Collaborate with Marketing, Retail, Lending, and Member Care Center teams to gather feedback, generate ideas and equip team members to deliver and fulfill the program purpose
- Measure program impact by tracking KPIs including Net Promoter Score (NPS), Member testimonials, repeat product adoption, etc
- Developing and launching internal campaigns to build and maintain excitement, empower team members, and celebrate Dream Maker moments across the organization
- Monitor trends, gather feedback, and evolve the program to maintain relevance, emotional impact, and operational efficiency
- Complete understanding and active application the C.A.R.E. 4 Guide expectations and the Brand Communications Standards Accountability Philosophy
- Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed
- Additional duties and responsibilities, as assigned
Requirements
- High School Diploma or equivalent
- 5+ years of experience in program management, customer/Member experience, marketing, or employee engagement
- Proven track record of designing and implementing experience-based programs that drive emotional loyalty and measurable impact
- 2+ years' experience working with cross-functional teams, including IT, Marketing, Retail, and Data Analytics, or equivalent
- Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.)
- Strong organizational skills with experience managing cross-functional initiatives and vendor relationships
- Proven ability to create emotionally resonant experiences that drive loyalty
- Ability to extract, read, and utilize Member data to trigger workflows and measure ROI
- Ability to learn, adopt, and responsibly use new technologies, including AI-enabled tools
- Demonstrated digital literacy, including comfort with data dashboards, workflow tools, and collaboration platforms (e.g., M365, Teams, CRM, knowledge systems)
- Use of technology to enhance efficiency, service quality, communication, and decision-making
- Excellent interpersonal skills to lead cross-departmental efforts and inspire team participation
- High empathy and understanding of Member and team member needs
- Maintains a service mindset and balances efficiency with human connection
Preferred Qualifications
- Degree or certification in Project Management or expertise in CRM systems, workflow automation and vendor management
Company
Credit Union of Southern California
Credit Union of Southern California is a prominent banking and finance service provider dedicated to serving its members.
Anaheim, CA
Posted on Career Pages