Member Appreciation Program Manager

Credit Union of Southern California•Anaheim, CA

11d•Hybrid

About The Position

We are hiring a Member Appreciation Program Manager who will drive the WHAM (Whenever, However, Appreciate Members) initiatives, integrating data-driven automation, cross-functional collaboration, and community impact. Leads the development and execution of personalized Member and team member experiences that transform everyday moments into unforgettable touchpoints. Business Hours: Monday to Friday, 8:30 a.m. - 5:30 p.m. Based upon business needs, our positions may require working flexible hours, including weekends. This position is based in Anaheim Hills CA with the opportunity to work on a hybrid-remote schedule which consists of 2 days in-office and 3 days working remote from home. Why Work at CU SoCal? CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. We offer competitive pay, great health benefits and a culture like no other! CU SoCal is a Gallup Exceptional Workplace Award Recipient In 2025, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our second consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement! The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, explore CU SoCal career opportunities today!

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.

Nice To Haves

Degree or certification in Project Management or expertise in CRM systems, workflow automation and vendor management.

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.

Benefits

We offer competitive pay, great health benefits and a culture like no other!
We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

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