Vice President of Communications and Member Services

Description

Wright-Hennepin Cooperative Electric Association is a member-owned, not-for-profit electric utility that provides power to rural Wright County and western Hennepin County. The cooperative has been a corporate citizen to the area since 1937 and currently serves more than 50,000 electric accounts.

The Vice President of Communications and Member Services will develop and implement strategic, forward-thinking communications, marketing, and member service programs for Wright-Hennepin (WH) and its subsidiary businesses.  Reporting to the President & CEO, this role will lead the communications, marketing, and member service teams to develop and implement written and electronic programs to accomplish Wright-Hennepin’s business objectives and build and enhance WH’s reputation and influence with members, customers, local communities, legislators, regulators, trade and industry partners, the news media and other important community groups and third parties. This executive will formulate strategic plans and objectives, identify and monitor key performance metrics and develop and implement programs, policies, and initiatives that drive organizational performance.

The VP oversees a team of 11 in Communications, Marketing and Member Services. The team supports the WH Electric membership and the WH Holding businesses, which includes WH Security, WH International Response Center, WH Tree Services, and WH Appliance Repair, and Heartland Security Services.

This will be a full-time in-office position located at WH Headquarters in Rockford, MN.  Rockford is located on Hwy. 55, 15 minutes west of I-494.

40% - Provide vision, leadership and direction to the communications, marketing and member service functions

• Develop and execute strategic communications and marketing programs targeted to members and customers across WH Electric, WH Holding and Heartland Security Services.
• Develop and review qualitative and quantitative analysis measures for communications, marketing and member services programs. 
• Evaluate the efficacy and efficiency of business processes and procedures in use by WH in the communications, marketing and member services space. Evaluate and recommend industry best practices regarding these processes and procedures.
• Research, evaluate, and implement new technologies and business practices necessary to efficiently provide service to WH's membership. 
• Recommend and implement new product or service offerings, processes, or approaches that add value for WH Electric, WH Holding and Heartland Security Services.
• Provide leadership for the establishment and execution of specific departmental goals, objectives and workplans that support the organization’s strategy. Set and manage budgets to ensure projects and workplan goals are met.
• Serve as a senior advisor to the CEO and executive staff. Take the initiative, formulate well-considered options and recommendations and champion successful execution.
• Develop and give presentations at board meetings and all-employee meetings.

30% Oversee the communications, marketing and member service activities for WH Electric, WH Holding, and Heartland Security Services

• Research, plan and execute annual marketing and communications strategies.
• Develop and manage key messages being sent to members and customers through various channels, including newsletters, bill inserts, news releases, email marketing, online advertisements, direct mailings, brochures, website, social media sites, etc. 
• Create and manage a social media strategy including goals for engagement, interactions and paid ads.
• Lead efforts to understand industry trends and best practices and provide recommendations to business leaders based on the assessment. Coordinate bi-yearly American Customer Satisfaction (ACSI) and other member and customer surveys. Analyze and interpret data and make recommendations for business improvements. 
• Use and develop the internal marketing database for segmenting and targeting various markets.
• Research technology solutions to best serve the interests of the membership. Lead and collaborate with cross-functional teams to implement new solutions.
• Develop, maintain, and ensure compliance with WH Electric, WH Holding, and Heartland Security Services brand standards.
• Oversee and lead member service team and front desk reception processes.  

20% Team Leadership

• Manage, supervise, coordinate, and provide leadership to member services, marketing and internal and external communications processes.
• Champion development of communications, marketing and member services team. Provide training, coaching, and skill development.
• Provide guidance and direction to the team on WH event planning, including the WH Electric Annual Meeting, scholarship program and other community outreach activities including parades, fairs and other special events for WH Electric, WH Holding and Heartland Security.
• Monitor team performance and provide recommendations to ensure continuous improvement. 

10% Reputation and Issue Management

• Execute a robust reputation management strategy to protect WH against reputation threats and actively promote reputation builders. Consult and align closely with the CEO and COO.
• Monitor WH's public reputation. Make recommendations to the CEO regarding changes or improvements to programs or approaches that protect and enhance the reputation of WH Electric, WH Holding and Heartland Security.
• Act as a spokesperson when necessary, including providing testimony in public settings, conducting media interviews, and representing WH Electric, Holding and Heartland Security in other community settings. 
• Manage and facilitate smooth relations and optimal WH Electric, Holding and Heartland Security reputation with critical external groups. 
• Measure, track and improve WH's engagement with members.
• Cultivate positive relationships with the news media.

Requirements

Education and Experience

• Bachelor's degree in Marketing, Business, Communications or related field
• 5 years of  progressively responsible leadership experience in strategic communications, brand strategy, public relations, or related field 
• Experience with executing strategic communications or marketing plans to advance an organization's priorities
• Possesses key communication skills, including the ability to be engaging and persuasive in both verbal and written contexts, and conveys a professional presence as a trusted and credible representative of the Cooperative
• Prior experience leading a team of marketing, communications or member service professionals strongly preferred

Knowledge, Skills and Abilities

• Leadership skills that inspire and motivate others
• Effective and efficient project management skills
• Excellent knowledge of design principles 
• Experience developing and executing marketing and communication plans
• Ability to manage the development of marketing collaterals including websites, videos, pitchbooks, blogs, and podcast
• Driven, resourceful, action and detail-oriented, with a high ownership mindset to deliver measurable impact

Salary : $120,000 - $180,000