Vice President of Member Services, Marketing and Public Rela…

Established in 1939, Roanoke Electric Cooperative is one of the earliest Cooperatives created to bring electricity to rural areas in the south. Almost 80 years later it is still going strong and has been awarded one of the most progressive co-ops today. Roanoke Electric Cooperative’s vision is to be a leading Cooperative providing top tier performance in safety, service and reliability. They strive to promote the interest of their member-owners by adhering to core values and principles while providing cutting edge technologies and affordable electricity.

As a key stakeholder on the Executive Leadership Team, the Vice President of Member Services, Marketing and Public Relations leads and manages the development, administration and promotion of all member services, marketing and communications, public relations and economic development for the Cooperative. Additionally, ensures that clear and useful communications of the Cooperative’s philosophy, rules/regulations, rates and services is disseminated to members, prospective members and its employees.

This executive role will plan and develop strategies to promote exceptional member service and customer care and create marketing/public relation and economic development initiatives. Significant elements for this position include being the Cooperative’s main communication source and channel, developing and fostering industry associated relationships, and providing maximum service and counsel to the members and the Cooperative.

DUTIES

This position will provide leadership and direction to the Member ServicesCare Center Team, Coordinator of Community Relations, Communications Manager Contractor, and Director of Energy and Business Services ensuring effective and efficient processes and procedures exist and are sustained.

RESPONSIBILITIES

• Manages and oversees all member services, marketing and public relations functions promoting and driving excellent services to members.
• Plans, develops, and recommends long- and short-range plans for all areas of responsibility and other programs as assigned.
• Primary source of communication and marketing efforts, on behalf of Cooperative, including interaction with the media, speaking engagements as well as advertising and promoting through press and radio. Develops relations with appropriate media, marketing and advertising outlets.
• Manages all aspects related to customer care for members and prospective member including their participation in Cooperative programs and benefit offerings. Responsible for all consumer accounting activities, including but not limited, to collections, service orders, billing, daytime dispatching, and other pertinent member information.
• Responsible for member surveys/polls and identification of potential new products and services. Develops advertising and promotion campaigns for existing and new products and services.
• Coordinates all government relation efforts and economic development programs. Develops relations with appropriate community and economic development agencies and leaders.
• Communicates and works closely with key internal stakeholders to support the mission and vision of the Cooperative. Advises, assists and informs President of matters pertaining to member services and marketing/public relations. Supports and collaborates with Vice President Operations/Engineering to disseminate information on energy use, construction/maintenance of electric services and related services.
• Builds and fosters external contacts and relationships in order to communicate and promote member services, represent the Cooperative at community functions/projects, to collaborate on mutual interests’ topics and more. External contacts include members, general public and community, other Cooperatives and industry related associations such as NCAEC, NCEMC, TEMA and NRECA.
• Develops and monitors department budget, oversees member meetings, manages Cooperatives’ key account program and stays abreast of industry updates and trends.
• Lead team of direct and indirect employees with a focus on employee development, teamwork, coaching/mentoring and empowering individuals.
• Acts as role model to promote trust, respect, creativity, participation, communications, integrity and teamwork!

QUALIFICATIONS

• Bachelor’s Degree with emphasis in business administration, public relations, marketing or journalism preferred.
• Minimum of 10 years’ experience with 2 years’ experience in management preferably with an electric utility or in a related type of organization.
• Experience in training/teaching, sales promotions, creative writing and photography is desirable.
• Knowledge of communication practices, energy conservation and basic electricity, human relations, and motivational techniques and photography.
• Excellent written and oral communications; ability to be effective speaker especially with external industry related contacts and in public forms.
• Readiness to support and endorse the ideals and objectives of the Cooperative and to actively promote the Cooperative, Rural Electrification and a program of Member Services.
• Self-development in the management field and participation in consultative management approach.