Membership Retention & Guest Experience Specialist

The Salvation Army North & Central Illinois Division; Omaha (NE); On-site; USD 38,000 - 46,000; Full time

Job summary

The Salvation Army Omaha Kroc Center in Omaha, NE is seeking a proactive Member & Guest Services Retention Specialist to design and run retention strategies. You will lead engagement efforts, resolve issues, and help grow membership satisfaction in a team-oriented environment.

You will collaborate with leadership to implement retention actions, train staff, and promote positive, confidential member interactions, while ensuring excellent customer experiences across front desk operations.

Qualifications

• Good communication skills and clear English; Spanish helpful.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Ability to manage multiple projects and maintain confidentiality.

Responsibilities

• Analyze retention reports and recommend process adjustments.
• Proactively make outbound calls to improve connections.
• Develop annual retention plan with membership management.
• Implement retention actions with department heads to meet goals.
• Stay updated on best practices to improve retention.
• Train and supervise Members Services staff delivering guidance.

Skills

Customer service

Communication

Conflict resolution

Multitasking

Spanish (helpful)

Education

Some college in a related field

2–5 years of customer-facing experience

Tools

Microsoft Office

Web-based payroll system

Job description

The Salvation Army Omaha Kroc Center in Omaha, NE is seeking a proactive Member & Guest Services Retention Specialist to design and run retention strategies. You will lead engagement efforts, resolve issues, and help grow membership satisfaction in a team-oriented environment.

You will collaborate with leadership to implement retention actions, train staff, and promote positive, confidential member interactions, while ensuring excellent customer experiences across front desk operations.