Member Engagement & Retention Specialist

YMCA of the USA; Pelham (AL); On-site; USD 40,000 - 60,000; Full time

Job summary

YMCA of the USA is seeking a Member Engagement Specialist to enhance retention and satisfaction by leveraging CRM data, guiding members through programs, and delivering proactive service. The role focuses on timely follow-ups, automated communications, and tours that reflect the YMCA mission.

The specialist identifies member needs, re-engages drifted members, celebrates milestones, and connects new members to suitable programs. A welcoming environment strengthens community impact.

Qualifications

• Excellent interpersonal and communication skills with diverse communities.
• Knowledge of wellness programming and member retention strategies.
• Strong computer/technology skills.

Responsibilities

• Lead/prospect management using Daxko Engage Pro.
• Respond to inquiries and follow-up tasks promptly.
• Proactive outreach to prospects via calls, emails, and texts.
• Schedule and confirm facility tours and log outcomes.
• Give transformational, cause-driven tours.
• Train staff to give cause-driven tours.
• Drive member retention with lifecycle engagement.
• Build relationships and document member impact stories.
• Identify community needs and pass data to program directors.
• Be visibly involved with members, volunteers, staff, and embody YMCA values.

Skills

Interpersonal skills

Member engagement

Wellness programs

CRM tools

Tools

Daxko Engage Pro

Job description

YMCA of the USA is seeking a Member Engagement Specialist to enhance retention and satisfaction by leveraging CRM data, guiding members through programs, and delivering proactive service. The role focuses on timely follow-ups, automated communications, and tours that reflect the YMCA mission.

The specialist identifies member needs, re-engages drifted members, celebrates milestones, and connects new members to suitable programs. A welcoming environment strengthens community impact.