Manager Member Experience & Engagement

Manager, Member Experience & Engagement

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.

Schedule: Monday
- Friday 7am-4pm or 8am-5pm

Benefits:

• Company paid Health Insurance Premiums!
• Insurance is effective your first day of employment
• Retirement Security Pension plan!
• Automatic 7% Company paid contribution to 401k with additional matching!
• Annual Bonus Program!
• Tuition and Certification reimbursement!
• Learn more HERE

To learn more about Cobb EMC visit our website at

What You’ll Do

• 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.

• 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.

• 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.

• Oversee member, community, and employee events, including the Annual Meeting.
• Develop strategies that increase member engagement based on feedback and insights.
• Recommend marketing campaigns, sponsor ships, 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.

• 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.

• Manage hiring, employee development, performance management, promotions, and other…