Leader of Communications

Description

Position Summary:

The Leader of Communications will be responsible for member service communications, internal communications, and external communications and public relations (PR). This role will collaborate closely with the CEO’s Chief of Staff who will ensure alignment of communications to our strategy, goals, values and mission. This role will also work closely with HR and numerous Business Line stakeholders, as you support communications across the company. The role requires an experienced, results-driven communicator who can engage diverse audiences through clear, consistent, and impactful messaging.

Key Responsibilities:

Member Service Communications:

• Oversee the development of all member communications, including messages directly from Allegacy and third-party communications, ensuring consistency in experience, clarity, accuracy, and relevance.
• Member Service Communications include activities such as: developing scripts for member calls, crafting member email communications, crafting social media and google review response library
• Collaborate with member service teams to enhance the overall member experience through strategic communication initiatives.
• Manage member feedback and inquiries related to communications, ensuring timely and professional responses.
• Utilize member feedback to continuously improve member communications.

Internal Communications:

• Collaborate with the CEO’s Chief of Staff and Human Resources to develop and implement internal communication strategies and plans to ensure alignment and engagement across all levels of the organization.
• Foster a positive organizational culture through clear, transparent, and consistent communication to employees.
• Develop and manage internal newsletters, intranet content, town hall meetings, and other internal communication channels to inform and engage staff.
• Partner with leadership to communicate major initiatives, changes, and corporate priorities effectively across the organization. Example initiatives include cultural transformation, company strategic plan and progress, brand evolution, etc.

External Communications & Public Relations (PR):

• Develop and implement external communication strategies and plans to promote the credit union’s brand, services, and key initiatives.
• Manage media relations, acting as the primary spokesperson and liaison with journalists, media outlets, and stakeholders.
• Craft and distribute press releases, op-eds, blog posts, and other content to strengthen public perception and build positive relationships with external audiences.
• Monitor media coverage and industry trends to identify opportunities for proactive communication and manage issues or crises.
• Establish KPIs to measure the effectiveness and business impact of external communication strategies and media efforts.

Requirements

• Bachelor’s degree in Communications, Public Relations, Journalism, Marketing, or a related field (Master’s preferred).
• 10+ years of experience in corporate communications, with a strong focus on external communications, public relations, and internal communications, ideally within the financial services industry.
• Proven experience developing and implementing communication strategies across multiple channels (media relations, digital, internal, member communication).
• Exceptional writing, editing, and verbal communication skills.
• Ability to manage crisis communications and sensitive issues with professionalism.
• Expertise in building relationships with media outlets, industry influencers, and external stakeholders.
• Strategic thinker with strong execution grounded in a data-driven approach to measuring communication effectiveness.
• Knowledge of financial services or credit unions is a plus.