Director of Member Experience - BELOIT, United States - Central Valley AG

Description

PURPOSE

The Director of Member Experience serves as the connection between the Central Valley Ag's customer engagement strategies and technological innovation to enrich member interactions across all digital and traditional platforms. This position is dedicated to developing and executing digital and traditional initiatives that not only showcase the CVA's core values and advantages but also strengthen member education, engagement, and support through both digital and traditional channels. By spearheading projects that leverage technology to bridge informational gaps, this role plays a critical part in amplifying the CVA's mission and enhancing the member journey, ensuring a seamless and impactful experience that fosters member retention and community involvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead Member-Focused Outreach Efforts:
  • Spearhead efforts to make CVA the ultimate member-focused cooperative, spreading awareness of our unique advantages through digital innovation, traditional outreach, and engaging events.
• Monitor and Optimize Initiative Effectiveness:
  • Take charge of tracking and measuring the effectiveness of all initiatives to optimize ROI and ensure the accuracy of verification and validation processes.
• Enhance Member Success Across Platforms:
  • Leverage digital and traditional platforms to enhance member success, ensuring that product and service offerings consistently highlight CVA's unique advantages. Foster joint venture opportunities to make doing business with CVA seamless.
• Guide Members Through Onboarding:
  • Serve as a guide in the member onboarding process, providing comprehensive information and education on membership advantages and opportunities.
• Strengthen Vendor and Customer Relationships:
  • Work to build and strengthen relationships with vendors and customers throughout the year, seizing customer interaction opportunities to deepen connections.
• Bridge Knowledge Gaps and Advocate for Members:
  • Bridge knowledge gaps among members, assisting new members and navigating generational transitions or succession. Use technology and personal interaction to provide tailored support and information. Advocate for member interests in relevant associations and uphold CVA's vision and core values in all member interactions and services.

Duties:

• Manage your engagement with members through various platforms, including the CVA Connect (AgVend) Mobile App. Ensure prompt resolution of technical issues by directing concerns to appropriate support channels.
• Lead the onboarding process for new members. Utilize digital tools to ensure their thorough understanding and appreciation of membership benefits.
• Utilize data analytics to segment markets effectively, enhancing your member targeting strategies.
• Serve as a liaison between member relations and administrative services. Focus on effective communication and education regarding membership benefits.
• Promote the exclusive advantages of CVA membership to both current and potential members. Collaborate with Marketing on Member Loyalty Programs.
• Organize and lead educational events and webinars to inform members about CVA's services and benefits. Provide in-house training to keep employees updated.
• Assist in managing corporate donation requests and logistics for event promotional items and marketing materials.
• Support the planning and execution of member events and trade shows. Oversee budgets, registrations, and feedback collection to enhance event quality.
• Carry out additional responsibilities as needed.

SUPERVISORY RESPONSIBILITIES

• None

REQUIRED SKILLS/KNOWLEDGE

• Self-Motivation and Visionary Thinking: A proactive and forward-thinking approach, capable of independent work and anticipating future trends and member needs.
• Comprehensive Communication Skills: Exceptional ability in verbal and written communication, adept at conflict resolution, and effective in various interpersonal interactions.
• Organizational and Management Proficiency: Strong capabilities in time management, organization, scheduling, and overseeing multiple projects with attention to detail and efficiency.
• Event Planning and Execution Experience: Prior experience or proven skills in corporate event planning, hospitality management, or public relations, with the ability to manage logistics, coordinate with vendors, and ensure successful event outcomes.
• Understanding of the Cooperative Model: Familiarity with cooperative business structures and practices, with an agriculture background considered a plus, though not mandatory.
• Valid Driver's License: For travel to events, member meetings, and community engagements as required.
• Technical Competencies:
  • Proficiency in Merchant Ag (CVA's ERP system) and willingness to master its functionalities.
  • Skilled use of AgVend for enhancing member engagement and service delivery.
  • Competence in data analysis and visualization tools like Power BI, along with a strong grasp of the MS Office suite for various administrative and presentation needs.
  • Familiarity with GIS Mapping software to leverage geographic data for strategic planning and member services.
• Customer Service and Relationship Building: Emphasis on delivering exceptional service and fostering strong relationships with members, enhancing loyalty and satisfaction.
• Innovative Service Development: Ability to conceptualize and implement new services and loyalty programs, drawing on market research and member feedback.
• Regulatory and Compliance Awareness: Understanding of relevant regulations and compliance standards, particularly in event management and member services.
• Community Engagement Commitment: Dedicated to engaging with and contributing to the communities served by the cooperative, using both digital and traditional outreach methods.
• Team Leadership and Development: Capable of leading and training team members, promoting a collaborative work environment aligned with the cooperative's mission and values.

Central Valley Ag
Central Valley Ag is a farmer-owned cooperative with locations in Iowa, Kansas, and Nebraska. CVA is an innovative leader providing products and services in grain, agronomy, feed, and energy. You can find more information about Central Valley Ag by visiting .

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