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Oregon Nurses Association
Oregon Nurses Association
www.oregonrn.org

 

Director of Communications and Member Services

Based in Tualatin, OR


Director of Communications and Member Services
Department:
Administration
Supervisor’s Title: Chief Executive Officer
Exempt Status: Exempt

Job Summary
The Director of Communications and Member Services has three primary lines of responsibility and two critical complimentary functions. The primary lines of responsibility are oversight of ONA communications, digital communications assets and member services. The critical complimentary function is to introduce the marketing framework of organizational life cycle to the ONA departments and programs and member survey research.

The role of the Director is being a leader in the member feedback loops to allow us to respond to data that best informs and supports the work of our members and organization.

Accomplishing the work of ONA will require the Director to set high standards for the integrity, frequency, and effectiveness of ONA communications and social media. It requires the Director to ensure that ONA is utilizing a wide compliment of emerging communication platforms and channels. It requires the Director to ensure members who contact ONA get their questions answered by member services on the first contact (phone or digital) and that member services is able to maintain the data integrity of ONA’s internal member database. It requires the effective and professional pursuit of new members, delinquent members, and retention of association members. It requires developing best practices and innovative new approaches to surveying members.

The ONA culture needs to develop and grow a culture of using member data and feedback to drive innovation and promotion of ONA, as well as to reach new members. The culture needs to have a constant cycle for evaluation and feedback that generates generation after generation of improvement in the programs, campaigns, and services that support our membership.

Essential Functions

  • Mature executive leadership with an emphasis on team decision making.
  • Mission alignment with an association membership and union philosophy.
  • Approach to problem solving that exhibits calm, consistent, analytical, and process integrity tendencies.
  • Create and execute an organizational strategic communications plan.

Communications

  • Oversee the routine communications to ONA members for integrity, frequency, and effectiveness.
  • Oversee external communications to the general public through media relations, social media, or public presentations.
  • Oversee the production of materials with the ONA brand (or affiliated entity) to ensure integrity, diversity, artistic quality, and message discipline.
  • Oversee the setting of goals, and achievement of agreed upon outcomes.
  • Collaborate with the executive leadership team and program leaders to ensure that every ONA program and product has a strategic communication plan and that these plans are continuously updated and improved.

Digital Communication Assets

  • Ensure that the ONA staff are equipped and trained to use a common internal communications platform that maximizes their connectivity to ONA and each other with the minimum amount of distraction and complexity.
  • Ensure that the ONA website is effective and using cutting edge digital assets and tools to create a positive user experience and allows members to access the information they need quickly.
  • Ensure that the ONA CRM is fully integrated into our digital communications platforms, so data is collected when members interact with our external facing digital tools; and that our outbound digital communications are informed and/or customized by the member data in the CRM.
  • Expand the social media options and audience.
  • Develop existing digital channels and strategically expand into new digital communications platforms.
  • Teach and set expectations on the ONA executive leadership team for their participation in digital and social media.

Member Services

  • Oversee the development of the work flow, technological support, operations, and communication systems required for the most effective inbound and outbound member communications including phone/work station link to CRM, robo-scripts, data integrity enhancements, phone roll-over and hunt sequencing, click to chat, and other rapid digital response procedures.
  • Monitors the script, tone and skill of member service team members taking in-bound and out-bound calls for quality.
  • Coordinates member applications, member recruitment, and member engagement needs with Labor department, Professional Services department, and Organizing department
  • Prioritizes campaigns, process improvement, surveys, and outreach to ensure competing needs get assigned the appropriate resources, in the right order.
  • Develops and oversees campaigns to grow ONA’s union and professional association membership in collaboration with other ONA departments and staff.
  • Oversee developing, enforcing, and updating policies including: member records, privacy, collections, discounts, and member grievances.

Additional Functions

  • Leads ONA in learning the organizational life cycle and related marketing skills and systems.
  • Leads ONA in creating data driven member feedback loops that drive innovation, product improvement and prioritization of programs.
  • Coordinates with the CEO and the-financial controller in developing business plans that utilize projections of return on investment consistent with practices used by marketing departments.

Survey Research

  • Creates a survey hub where ONA survey data is. available to the Executive Leadership Team.
  • Is responsible for any contracting with survey vendors.
  • Converts survey research into usable information for ONA leadership and staff.
  • Develops and maintains an ongoing member satisfaction survey that can be linked to CRM and segmented by region, demographic, membership status, or specialty.
  • Research includes maintaining the most current understanding of the market, best practices in communications, and tracks the activities of potential competitors.

Qualifications

  • A Bachelor’s Degree in a field related to communications, marketing, business, or management.
  • At least 10 year’s experience in marketing, communications, research, and customer relationship work.
  • Minimum of 5 year’s experience in a marketing and communications management position.
  • Advanced skills with software programs, digital communications assets, customer relationship management systems, and information technology.
  • Excellent verbal and written communication skills to transmit messages and infor¬ma¬tion.
  • Supervisory skills and experience.
  • Strong organizational skill to prioritize time and complete tasks and projects within defined time frame.
  • Ability to work independently without close supervision.
  • Strong analytical and problem-solving skills.
  • Discretion in handling confidential information.
  • Strong interpersonal skills to deal tactfully with inside and outside contacts under pressure due to time constraints.
  • Strong attention to detail in order to record, process, and transmit data; prepare materials; and complete other responsibilities.

Travel Requirements
Periodic travel is required.

Apply Here
Email résumé to: careers@oregonrn.org.

Disclaimer
Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

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