Director of Member Delight, Communications and Community

08 Sep, 2020

Jobs

Director of Member Delight, Communications and Community

Sitka Salmon Shares
Madison, WI

Sitka Salmon Shares has a passion for storytelling. We believe in the power of stories to inspire, to inform, to entertain, and delight. Great stories create tremendous value for our company, and, of course, for our CSF members and our fishermen.

 

The Director of Member Delight is responsible for creating the strategic vision for member experience – ensuring our CSF members feel a personal connection to our company and its merry band of fishermen. They will oversee an internal team as they build an exciting member journey, which delights at every turn in their membership. This role will be effective in storyboarding and journey mapping the entire experience and arranging them on the digital platforms in a way that increases user ability and engagement. This position will audit all of the current communication outputs, including digital and mobile platforms, and delights to identify successes, areas to improve, and pain points to develop data-driven best practices that mitigate churn and increase retention.  The Director will work in tandem with operations management, to create a comprehensive and strategic member experience framework. To be successful in this role, our director must have deep experience creating differentiated member pathways at an ecommerce or membership-based organization (preferably for consumer-facing brands), a passion for storytelling, ability to work in a fast-paced environment, an entrepreneurial spirit, experience building and motivating teams, a good sense of humor, and a commitment to environmental stewardship.

Core Position Responsibilities:

  • Work cross functionally with customer service to develop and manage the implementation of a world-class member experience plan, accounting for all stages and touch points within a  CSF member’s journey with the company.

  • Advocate for the end user/member understanding their needs and desires

  • Lead and synthesize end user experience research and qualitative feedback from a variety of sources to help inform a member journey and roadmap that leads to enhanced satisfaction and increased retention. Test and revise roadmap after launch, as needed.

  • Validate UX design enhancements and solutions internally by developing and completing usability testing, evaluating traffic patterns and studying user feedback.and technologies

  • Direct the member pathway as it relates to the  Communications & Community team, in a spirit of collaboration and with a sense of purpose.

  • Identify, document, and implement member experience tactics and solutions to address friction points and gaps, while building a fun and engaging member experience that retains  members year over year.

  • Act as Sitka Salmon Shares’ member experience expert in developing best practices, mapping  trends, and introducing technologies, specifically from within the food delivery and e-commerce space.

  • Oversee teams and work closely with agency partners that analyze membership data, using that data to identify opportunities to increase and improve value delivered to our members.

  • Develop metrics and tracking tools to measure and monitor customer satisfaction.

  • Closely collaborate with operations Member Experience Senior Director/department to align on projects and work, ensuring achievement of goals.

  • Undergraduate degree or equivalent experience preferred, in business, communications, marketing or public relations.

  • 8+ years of experience of marketing or communications, with a demonstrated track record of managing successful teams.

  • Big picture thinker and doer, with an eye for detail, with demonstrated experience in fast-paced, entrepreneurial, and dynamic environments.

  • Experience collecting and analyzing data, including NPS scores, to gauge member satisfaction and brand loyalty.

  • Demonstrated ability to direct  a multi-faceted member experience program, including creating and leading communications plans, managing people and projects, and coordinating cross functional alignment.

  • Proven ability to apply analytical skills to make design recommendations and/or decisions based on research, best practices, customer feedback and usability testing

  • Knowledge of HTML and CSS, interaction design, user-centered design, and the creative process

  • Experience creating designs for multiple platforms including web, mobile, and social

  • Experience with prototyping tools such and Axure, Balsamiq, InVision, etc. preferred

  • Grassroots and field marketing experience, preferred

  • Willingness to work flexible hours with tight deadlines, and in a quickly changing environment.

  • Passion for local food, community, and/or environmental stewardship, with a strong desire to learn more about fisheries and seafood.

  • A creative visionary that can think outside the box to build a world class experience that hasn’t yet been imagined

  • Self-starter, natural problem solver, with a positive attitude, and ability to work independently with minimal guidance.

  • High level of integrity, attention to detail, and dependability.

 

DESIRED SKILLS & QUALIFICATIONS:

  • Undergraduate degree or equivalent experience preferred, in business, communications, marketing or public relations.

  • 10+ years of experience of marketing or communications, with a demonstrated track record of managing successful teams.

  • Demonstrated ability to oversee a multi-faceted communications and marketing plan, including creating and leading communications plans, managing people and projects, and coordinating cross functional alignment.

  • Big picture thinker and doer, with an eye for detail, with demonstrated experience in fast-paced, entrepreneurial, and dynamic environments.

  • Strong written and verbal communication skills with an ability to understand complex business strategy and ability to translate this into creative and resonating narratives

  • A creative visionary that can think outside the box to build a world class experience that hasn’t yet been imagined

  • Proven ability to apply analytical skills to make design recommendations and/or decisions based on research, best practices, and customer feedback.

  • Must be a creative thinker who can develop impactful and memorable communications and stories for a variety of audiences and topics

  • Exceptional messaging and positioning skills that can be delivered across various communications channels and is driven by understanding of complex strategies translating this to compelling messaging delivered across various communication types

  • Willingness to work flexible hours with tight deadlines, and in a quickly changing environment.

  • Passion for local food, community, and/or environmental stewardship, with a strong desire to learn more about fisheries and seafood.

  • Self-starter, natural problem solver, with a positive attitude, and ability to work independently with minimal guidance.

  • High level of integrity, attention to detail, quality, and dependability.

Learn more here

Job posted: 2020-09-08