Membership Retention & Guest Experience Lead

The Salvation Army USA Central Territory

Omaha (NE)

On-site

USD 36,000 - 48,000

Full time

14 days+

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Job summary

The Salvation Army Omaha Kroc Center is seeking a Member & Guest Services Retention Specialist to design, manage, and implement strategies to maximize retention of existing memberships. Focus on engagement, complaint resolution, and cross-sale opportunities, while guiding part-time associates in daily operations.

Responsibilities include retention analysis, outbound outreach, annual plan development, and collaboration with department heads.

Qualifications

2 to 5 years' related experience in customer facing roles or some college in a related field preferred.
Experience in a customer service environment is preferred.
English proficiency required; Spanish language skills helpful.
Skills in Microsoft Word, Excel, and PowerPoint and ability to access payroll, timekeeping and personal data via a web-based system.

Responsibilities

Lead analysis and reporting of retention metrics to inform process adjustments.
Proactively make outbound calls to improve customer connections.
Develop annual retention plan with membership management.
Coordinate and execute retention and recovery programs with department heads.
Stay up to date with best practices from other Kroc Centers to enhance retention.
Train and supervise Members Services Associates on retention tactics.