Member Experience & Retention Lead

Jewish Community Center; Owings Mills (MD); On-site; USD 47,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) employer match

FSA/HSA options

Complimentary membership

Job summary

The Jewish Community Center of Greater Baltimore is seeking a Membership Retention Specialist to strengthen member engagement and loyalty. You will develop retention initiatives, monitor trends, and manage outreach across phone, email, text, and in-person channels to enhance the member experience and reduce attrition.

In this role you will supervise the Welcome Desk, collaborate with directors, document interactions in our CRM, and plan appreciation events while maintaining a high standard of

Qualifications

• Minimum experience in customer service or retention roles.
• Experience with CRM and membership databases preferred.
• Strong communication and organizational skills required.

Responsibilities

• Develop, implement, and evaluate strategies to improve member retention, engagement, and overall satisfaction.
• Supervise and support the Welcome Desk team, fostering exceptional customer service.
• Track and document member interactions in CRM systems.
• Plan, coordinate, and execute member appreciation and retention events and engagement initiatives
• Collaborate with department directors to connect members to programs and services that align with their interests and needs.

Skills

Customer service

Retention strategies

Account management

CRM experience

Analytical skills

Communication

Education

Associate or bachelor’s degree preferred

Tools

CRM systems

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

The Jewish Community Center of Greater Baltimore is seeking a Membership Retention Specialist to strengthen member engagement and loyalty. You will develop retention initiatives, monitor trends, and manage outreach across phone, email, text, and in-person channels to enhance the member experience and reduce attrition.

In this role you will supervise the Welcome Desk, collaborate with directors, document interactions in our CRM, and plan appreciation events while maintaining a high standard of