Member Engagement Specialist- Greystone YMCA

YMCA of the USA; Hoover (AL); On-site; USD 38,000 - 58,000; Full time

Job summary

The YMCA of the USA is seeking a Member Engagement Specialist to boost member retention and satisfaction. You will leverage our CRMs to foster connections, promote programs, and provide data-informed service across the member lifecycle.

You will identify re-engagement opportunities, celebrate milestones, and connect new members to suitable programs, delivering a welcoming, mission-driven experience to all.

Qualifications

• Strong ability to build relationships with diverse communities and audiences.
• Experience applying wellness programming and retention strategies.
• Proficient with computers and common software tools.

Responsibilities

• Lead/prospect management using Daxko Engage Pro software, maintaining accurate records.
• Respond to inquiries and follow-up tasks promptly to prospective members.
• Conduct proactive outreach via phone, email, and text to move leads through the pipeline.
• Schedule and confirm facility tours and appointments; log outcomes in Engage Pro.
• Deliver cause-driven tours emphasizing the YMCA’s mission and impact.
• Train staff to deliver guided tours and engage members effectively.
• Drive member retention through consistent engagement from sale through lifecycle.
• Build relationships with members and document impact stories for the community.
• Identify community needs through feedback and pass data to program directors.

Skills

Interpersonal skills

Communication

CRM software

Member engagement

Tools

Daxko Engage Pro

Job description

Position Summary

The Member Engagement Specialist enhances member retention and satisfaction by leveraging YMCA CRMs to foster connections, promote community-driven programs, and deliver exceptional, data-informed service. This role ensures no potential or current member falls through the cracks — managing timely follow-up, automated communications, and guest pass/check-in tracking to keep every touchpoint personal and proactive.

This role identifies where members need support — whether that's re-engaging someone who's drifted away, celebrating a milestone, or connecting a new member to the right program for their goals.

Key Responsibilities

• Lead/Prospect Management: Manages leads and prospects through Daxko Engage Pro software, ensuring accurate and up-to-date records throughout the sales pipeline
• Responds to inquiries and follow-up tasks in a timely manner, maintaining prompt communication with prospective members
• Conducts consistent, proactive outreach to prospects — including phone calls, emails, and texts — to move leads through the membership pipeline
• Schedules and confirms facility tours and appointments for prospective members, logging outcomes in Engage Pro
• Cause-Driven Tours: Give transformational tours that emphasize the YMCA’s mission and community impact, rather than transactional interactions.
• Train additional staff to give cause-driven tours..
• Member Engagement: Drive member retention by ensuring consistent engagement from the point of sale through the membership lifecycle. This includes proactive follow-up with new members, ongoing support for existing members, and targeted outreach to members at risk of leaving.
• Build ongoing relationships with members while gathering and documenting member impact stories that showcase the Y’s role in the community.
• Identify community needs through member/prospect feedback, and other resources, and pass data to program directors.
• Be visibly involved with members, volunteers, and staff in a positive, friendly manner that communicates and demonstrates the YMCA core values.

This role is pivotal in creating a welcoming environment and fostering a sense of belonging for all YMCA members, while contributing to the YMCA’s mission of strengthening community through programs that promote healthy living, youth development, and social responsibility

Qualifications

• Strong interpersonal and communication skills, with a passion for building relationships and engaging with diverse communities.
• Knowledge of wellness programming and member retention strategies.
• Strong computer/technology skills.