OBJECTIVES

1. To provide strategic leadership for Member Services, Energy Services, Communication and      Public Relations in support of the Cooperative’s mission, ensuring a high-quality member experience, strong community presence, and consistent, effective communication with members and stakeholders;

2. To lead the development and continuous improvement of member service programs, processes, and standards that strengthen member satisfaction, trust, and engagement across all service channels;

3. To partner with the Executive Vice President/CEO and other leaders in planning and advancing initiatives that support the orderly growth, operational effectiveness, and long-term success of the Cooperative and the communities it serves;

4. To direct strategies for communications, member programs, and public outreach that increase understanding of Cooperative services, identify emerging member needs, and support beneficial growth, innovation, and community value;

5. To foster a collaborative, service-focused culture by encouraging employee engagement, cross-functional teamwork, and informed decision-making in support of departmental and Cooperative objectives.

EDUCATION

Bachelor’s degree in business administration, Communication or related field required. Master’s degree preferred. May consider related work experience in lieu of educational requirements if there is demonstrated ability to carry out the position responsibilities.

EXPERIENCE

Eight to ten years of successful professional experience, involving high level management and supervisory responsibilities within a service-oriented organization. An understanding of the importance of achieving excellence and empowering cooperative members is critical. The ability to manage with integrity and to be a team player are equally important. Experience within the electric cooperative industry is preferred along with the ability to clearly communicate electric rates and other matters that impact the operations of the cooperative.  Crisis communication skills are also preferred.

JOB KNOWLEDGE

Knowledge of service area is desirable. If not already knowledgeable, must work towards gaining full knowledge of the Cooperative’s programs, processes, rules and regulations needed to effectively perform this job if not already knowledgeable.

ABILITIES AND SKILLS

Must be able to maintain complete confidentiality and exercise sound judgment in the performance of duties and responsibilities.

Must demonstrate strong executive leadership, with the ability to lead, coach, and develop teams across customer service, communications, and public relations functions.

Must possess excellent written, verbal, presentation, and interpersonal communication skills, with the ability to convey complex utility information clearly to members, employees, community stakeholders, the Board, media representatives, and public officials.

Must have strong strategic thinking, decision-making, problem-solving, and organizational skills, with the ability to manage multiple priorities, deadlines, and high-visibility initiatives.

Must be skilled in member/customer experience management, conflict resolution, and handling sensitive or difficult situations with professionalism, empathy, and diplomacy. Must be capable of leading public messaging during outages, emergencies, and other crisis situations, while protecting and enhancing the Cooperative’s reputation.

Must have the ability to build and maintain effective relationships with elected officials, community leaders, business partners, and other external stakeholders.

Must possess a solid understanding of utility operations, regulatory considerations, and the Cooperative business model sufficient to support effective member communications and public outreach.

Must be proficient in Microsoft Office and comfortable using customer information, communications, and reporting systems to analyze issues, monitor performance, and support informed decision-making. Must be able to organize and carry out delegated work independently while providing clear direction and alignment across teams to achieve departmental and Cooperative objectives.

QUALITIES AND ATTRIBUTES      

 Must be professional, dependable, punctual, courteous, have a positive attitude and be flexible.   Must have personal integrity and be a team player. Must be self-motivated with a strong work   ethic and an ability to adapt easily to change.

PHYSICAL REQUIREMENTS

Required to pass a physical examination and drug test when employed. Must have the physical ability to perform the essential functions, duties and responsibilities of the job, which include, but are not limited to: seeing, hearing, walking, sitting, bending, lifting and/or carrying loads averaging twenty (20) pounds.

About South River EMC

South River Electric Membership Corporation is an electric distribution cooperative currently employing 120 staff members. The primary office is located in Dunn, NC, less than ten miles from the intersection of I-95 and I-40. Our Fayetteville branch operates on Ramsey Street, conveniently accessible from I-295. The region offers proximity to both coastal and mountain areas, with beaches approximately one and a half hours away and the North Carolina mountains within three and a half to four hours’ drive. South River EMC provides competitive wages and comprehensive benefits. Both North Carolina and South River EMC offer many advantages for employees and residents alike.

Connections working at South River EMC