Director, Member Engagement

We are currently seeking a Director, Dynamics CRM & Member Engagement to join our team. 

The Director, CRM & Member Engagement is responsible for executing strategy, roadmap, and ongoing evolution of Tru Cooperative Bank’s member engagement platform, consisting of Microsoft Dynamics 365 CRM, Dynamics 365 Contact Center (enterprise assisted-service channel), and Dynamics 365 Customer Insights (member-data and insight foundation). This role integrates these connected capabilities as a unified, enterprise platform to enable consistent, data-driven, and personalized member experiences across all channels. Building on existing CRM product management and delivery functions, the Director expands the focus from team-level execution to program leadership by aligning business priorities, frontline insights, and platform capabilities into a unified vision and multi-year roadmap. The role translates business objectives and member insights into scalable CRM plans, assisted-service capabilities, and lifecycle engagement frameworks, while leading teams to ensure aligned priorities, delivery, and outcomes. The Director is accountable for expanding platform capabilities and ensuring they are effectively adopted, governed, and optimized to deliver measurable results.

Here’s what would be included as a part of your typical day

1. Team Leadership: Provides leadership across CRM, contact centre, and member insights-related teams and resources, including coaching, development, and performance management. Establishes clear direction, priorities, and expectations aligned to enterprise objectives, fostering a high-performing, collaborative environment focused on member outcomes, innovation, and continuous improvement. Ensures work is executed in accordance with organizational policies, standards, and priorities.

2. CRM Strategy & Vision: Executes and operationalizes the enterprise CRM strategy, translating strategic direction, into roadmap delivery and business outcomes. Leads the implementation and evolution of CRM as a technology capability that supports member acquisition, engagement, retention, and service delivery. Develops and executes lifecycle-driven engagement programs and ensures CRM delivers coordinated, data-informed experiences across channels, journeys, and touchpoints. Identifies opportunities to enhance CRM capabilities and drives delivery of new features and functionality that improve how members interact with Tru Cooperative Bank. Integrates AI-enabled capabilities and strategies into the CRM platform, ensuring AI is leveraged to enhance personalization, engagement, operational effectiveness, and member experience outcomes.

3. Contact Centre & Assisted Service: Executes the strategy, implementation, and enhancement of Dynamics 365 Contact Center as the enterprise assisted-service channel. Leads the build-out of unified voice and digital engagement across channels with AI-enabled routing, and advances self-service and agent-assist capabilities to improve resolution, productivity, and member satisfaction. Monitors assisted-service performance, including service levels and member experience.