Member Retention & Guest Experience Lead

tsainternal; Nebraska; On-site; USD 25,000 - 28,000; Full time

Job summary

The Salvation Army Omaha Kroc Center is seeking a dynamic Member & Guest Services Retention Specialist to design, manage, and implement strategies that maximize retention of existing Kroc memberships. This role focuses on customer engagement, complaint resolution, and cross-sale opportunities while supporting daily operations of the Member Services Department.

You will lead retention analysis, develop annual plans with membership leadership, train staff, and ensure best practices across centers.

Qualifications

• The requirements listed below are representative of the minimal knowledge, skill, and/or ability required for this position.
• Excellent communication skills and ability to speak effectively before groups; English proficiency required.
• Skilled in Microsoft Word, Excel, PowerPoint and the ability to access payroll, timekeeping and personal data via a web-based system.
• Flexible and able to work on multiple projects; attention to detail and confidentiality.

Responsibilities

• Lead retention reporting and analysis to drive process changes.
• Proactively make outbound calls to improve customer connections.
• Develop and outline an annual retention plan with membership management.
• Implement retention programs with department heads to achieve goals.
• Train and oversee Members Services Associates in retention tactics.
• Coordinate safety, emergencies, and incident reporting as needed.
• Ensure Welcome Desk areas are clean, stocked, and organized.

Skills

Customer service

Communication skills

Microsoft Word

Microsoft Excel

PowerPoint

English proficiency

Spanish (helpful)

Education

Some college in related field

Job description

The Salvation Army Omaha Kroc Center is seeking a dynamic Member & Guest Services Retention Specialist to design, manage, and implement strategies that maximize retention of existing Kroc memberships. This role focuses on customer engagement, complaint resolution, and cross-sale opportunities while supporting daily operations of the Member Services Department.

You will lead retention analysis, develop annual plans with membership leadership, train staff, and ensure best practices across centers.