Member Communications Manager
 Lighthouse Credit Union | |
tuition assistance, 401(k), profit sharing
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 United States, New Hampshire, Dover | |
 May 20, 2025 | |
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At Lighthouse, our core values drive our mission and vision. Our mission is to enrich and nourish the lives of others to create a community that's Good for You, Good for All. _______________________________________________ OUR LEADERSHIP PHILOSOPHY At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following: LEADERSHIP COMPETENCIES Demonstrates Interpersonal Awareness & Skills: A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will guide your team in effective communication strategies, foster strong interdepartmental relationships and model collaboration. Embraces Change & Learning: This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will build buy-in for change among team members, support their development and effectively manage team dynamics to achieve business results. You will also champion the benefits of change and encourage innovation and the generation of new ideas. Utilizes Critical & Creative Thinking: Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges to take initiative beyond one's immediate responsibilities. As an individual leader, you will effectively problem-solve through creative methods, lead changes with optimism and motivate the team by setting clear expectations and recognizing performance. Takes Personal Ownership: This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will build and maintain collaborative relationships across the organization, seek constructive feedback and ideas for improvement and hold the team accountable for business impact while supporting their development. Location: Dover, NH POSITION SUMMARY The Member Communications Manager is responsible for managing and executing Lighthouse Credit Union's day-to-day member communications that are critical to the member experience-but are distinct from campaign-based growth marketing and relationship-deepening strategies. This role ensures that operational, regulatory, service-based, and informational communications are accurate, timely, and aligned with our brand and member experience standards. As a steward of communications, this role will build transparency, consistency, and trust, ensuring members are always informed and never surprised. The Member Communications Manager collaborates closely with operations, compliance, technology, and marketing partners to maintain an integrated communication calendar and ensure high-quality execution across all delivery channels. ESSENTIAL FUNCTIONS & RESPONSIBILITIES * Execute Service-Oriented Communications: Plans, develops, and deploys operational and regulatory communications that ensure clarity, compliance, and member understanding. * Message Development: Translates complex information into member-friendly messaging while maintaining brand tone and meeting regulatory requirements. * Communication Calendar Management: Maintains an integrated calendar of all non-promotional communications, ensuring timing and volume are optimized for member experience. * Urgent & Crisis Communication: Supports rapid deployment of communications related to unexpected events (e.g., outages, fraud alerts, weather closures). * Cross-Channel Execution: Manages delivery of messages across various channels including email, SMS, website, on-hold messaging, direct mail, digital banking platforms, and print collateral. * Compliance & Legal Coordination: Collaborates with legal and compliance to ensure all member-facing communications meet regulatory requirements and internal review processes. * Operational Partnership: Serves as the primary communication point for departments such as Member Experience, Operations, Lending, and Compliance for all member-facing service messages. * Tone and Clarity: Upholds a consistent voice that reflects Lighthouse's brand, while prioritizing clarity and accessibility for a wide range of member audiences. * Feedback Loop & Reporting: Uses data and member feedback to evaluate the effectiveness of service communications and recommend improvements. JOB SPECIFICATIONS * Communication Expertise: Demonstrated ability to translate technical, legal, or operational language into clear and empathetic member communications. * Executional Discipline: Strong project management skills with attention to detail and ability to manage multiple priorities in a deadline-driven environment. * Omnichannel Delivery: Experience executing messaging across a variety of platforms with a working knowledge of channel best practices and limitations. * Stakeholder Management: Ability to navigate cross-functional needs and act as a reliable point of contact for internal departments requiring member communications. * Tool Proficiency: Familiarity with digital communication platforms, preferably including Salesforce Marketing Cloud, statement insert tools, and CRM. * Member-Centric Mindset: Deep commitment to clear, respectful, and transparent communication that prioritizes member needs and trust. * Regulatory Awareness: Understanding of financial services regulations and the importance of compliant messaging. EDUCATION, TRAINING & EXPERIENCE * Bachelor's degree in Communications, Marketing, English, or related field. * 5+ years of experience in corporate communications, service communications, or related roles in a regulated industry. * Financial services or credit union experience strongly preferred. WORK ARRANGEMENT: The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. _______________________________________________ Benefits We Offer:
Additional Perks:
______________________________________________________________ Equal Opportunity Employer | |