Manager Member Experience & Engagement

Cobb EMC•Marietta, GA

2d•Onsite

About The Position

Cobb EMC is seeking an experienced and forward-thinking Manager, Member Experience & Engagement to help shape how our members experience and connect with their electric cooperative. In this highly visible leadership role, you will develop and implement programs that improve member satisfaction, strengthen engagement, and optimize critical touchpoints throughout the member journey. You will lead cross-functional initiatives involving journey mapping, outage communications, member insights, community events, social media engagement, and process improvements. If you are a strategic leader who enjoys turning member feedback and data into meaningful improvements, we invite you to bring your ideas, energy, and expertise to Cobb EMC.

Requirements

Bachelor’s Degree in marketing, public relations, journalism, communications or related field.
Minimum 5 years’ experience developing and implementing programs and events, creating marketing strategies, and project managing customer experience (CX) initiatives.
Ability to understand technically complex organizational processes and terminology and then interpret and share with consumers in an understandable way, optimizing the member experience.
Previous experience leading employees (project teams).
Demonstrated expertise in developing and following budgets for all projects.
Excellent interpersonal skills.
Ability to develop key performance metrics and reports for business processes to assess overall effectiveness.
Strong analytical, problem-solving, and strategic planning skills.
Proficiency with all contemporary business tools, including word processing, presentation and spreadsheet applications, as well as web-based and social media tools and systems.
Proficiency in prioritizing, managing, and keeping team and leadership informed on multiple and often competing tasks and responsibilities.
Ability to appropriately handle confidential information and demonstrate excellent judgment and decision-making skills.
Possess valid Georgia driver’s license.

Nice To Haves

Master’s degree in business administration, marketing, public relations, journalism or related field
Experience with digital storm communications tools such as Kubra, outage maps, and outage text alerts.
Knowledge of Cobb EMC’s business and service area a plus.
Previous utility industry experience.
Previous experience supervising employees (direct reports).

Responsibilities

Lead the Member Experience Strategy: Develop and implement an annual member experience plan aligned with division strategy. Identify opportunities to improve member satisfaction and close gaps throughout the member journey. Lead cross-departmental teams responsible for approved member experience initiatives. Apply industry trends and best practices to recommend new member experience strategies. Lead improvement projects involving journey mapping, outage experiences, and other high-impact member touchpoints.
Enhance Outage Communications: Manage outage communications, including the KUBRA outage map, text alerts, and restoration-time messaging. Oversee NISC marketing products while advocating for a seamless member experience. Coordinate outage communication processes with Power Control, Operations field crews, Member Care, and other departments. Represent the department during internal storm planning and execution meetings. Participate in industry meetings and webinars to gather and apply storm communication best practices. Serve as a proactive and trusted communications partner across the organization.
Turn Member Insights into Action: Manage the J.D. Power relationship and oversee associated committees. Ensure the timely delivery of member insights, reports, and related projects. Lead the planning of focus groups and online member forums. Use demographic and member experience data to provide guidance on member campaigns. Develop performance measures and reports that help assess program and process effectiveness.
Strengthen Member and Community Engagement: Oversee member, community, and employee events, including the Annual Meeting. Develop strategies that increase member engagement based on feedback and insights. Recommend marketing campaigns, sponsorships, engagement programs, and promotional activities. Review and approve social media messaging, graphics, content schedules, and member responses within established guidelines. Represent Cobb EMC at county Chamber of Commerce and civic organization meetings.
Manage Departmental Planning and Resources: Develop and administer the department’s budget within approved guidelines. Monitor and report monthly budget variances. Establish annual department goals and measures aligned with corporate and division priorities. Balance multiple projects and responsibilities while keeping team members and leadership informed.
Build and Lead a High-Performing Team: Manage hiring, employee development, performance management, promotions, and other employment matters in partnership with leadership and Human Resources. Coach employees through direct involvement, feedback, and reinforcement. Manage team workloads and schedules. Conduct performance planning and review sessions. Support fair and consistent employee practices and Equal Employment Opportunity efforts.