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Citadel Credit Union · 1 month ago

Director of Member Growth & Retention

Exton, PA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Citadel Credit Union is seeking a Director of Member Growth and Retention who will play a pivotal role in ensuring members see the credit union as their Primary Financial Institution. This strategic leader will design and execute business strategies to enhance member onboarding, drive product adoption, and foster long-term loyalty.

Financial Services

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

Qualification

Member engagementRetention programsProduct managementAnalytical skillsCommunication skillsMultitaskingMember advocacyOrganizational skillsAdaptabilityStrategic thinking

Required

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