Membership Retention Specialist

Jewish Federation of Greater Dallas; 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) with employer match

FSA/HSA options

Complimentary membership to JCC

Program discounts (preschool, summer)

Job summary

Jewish Community Center of Greater Baltimore is seeking a Membership Retention Specialist to strengthen member engagement and reduce attrition. The role focuses on retention initiatives, trend analysis, and proactive member outreach to create a welcoming, relationship-driven community.

Responsibilities include supervising the Welcome Desk, coordinating retention programs, and collaborating with directors to link members to relevant programs and services.

Qualifications

• Experience in customer service or retention roles.
• Strong communication and interpersonal abilities.
• Ability to handle sensitive information with discretion.

Responsibilities

• Develop and evaluate strategies to improve retention, engagement, and satisfaction.
• Supervise the Welcome Desk team and customer service initiatives.
• Track member interactions in CRM and analyze retention trends.
• Plan and execute member appreciation and engagement events.
• Collaborate with directors to connect members to programs and services.
• Conduct stay, cancellation, and exit interviews for retention insights.

Skills

Customer service

Member retention

CRM proficiency

Communication skills

Problem solving

Organizational skills

Confidentiality

Education

Associate or Bachelor’s degree

Tools

CRM systems

Microsoft Office

Job description

SUMMARY

The Membership Retention Specialist supports the mission, vision, and values of the Jewish Community Center of Greater Baltimore by cultivating meaningful relationships that strengthen member engagement, satisfaction, and long-term loyalty. This position plays a critical role in ensuring members experience the JCC as a welcoming, inclusive, and relationship-driven community where individuals and families can thrive. The position develops and implements retention initiatives, analyzes member trends, and proactively engages members to increase satisfaction and reduce attrition

WHAT YOU WILL DO

• Develop, implement, and evaluate strategies to improve member retention, engagement, and overall satisfaction.
• Supervise and support the Welcome Desk team, fostering a culture of exceptional customer service.
• Support customer service and retention training initiatives.
• Participate in regular planning and supervision meetings with the Senior Director.
• Leads regularly scheduled supervision meetings with direct reports.
• Monitor membership trends to identify opportunities for increased engagement and at-risk members.
• Conduct outreach engagement through phone, email, text, and in-person interactions to strengthen relationships and enhance the member experience.
• Conduct stay interviews, membership cancellation reviews, and exit interviews to gather feedback and identify retention opportunities.
• Track and document member interactions in CRM systems.
• Analyze retention metrics and member feedback to develop recommendations for leadership.
• Collaborate with department directors to connect members to programs and services that align with their interests and needs.
• Plan, coordinate, and execute member appreciation and retention events and engagement initiatives.
• Maintain current knowledge of all JCC programs, services, policies, and membership offerings to effectively support members.
• Provide exceptional customer service and professional issue resolution, ensuring positive outcomes whenever possible.
• Participate in community events, open houses, and membership promotions.
• Perform additional duties as assigned.

WHO YOU ARE

• Proven experience in customer service, member retention, account management, hospitality, sales, or related field.
• Excellent interpersonal, verbal, and written communication skills, with the ability to effectively engage individuals from diverse backgrounds.
• Ability to exercise sound judgment, solve problems, and use discretion when addressing member concerns and resolving issues.
• Strong analytical and organizational skills, with the ability to meet deadlines, and maintain attention to detail in a fast-paced environment.
• Experience with CRM and membership databases preferred.
• Proficiency in Microsoft Outlook, Word, Excel, and related applications.
• Ability to maintain confidentiality and handle sensitive information with professionalism.
• Knowledge of Jewish culture and community engagement preferred.
• Associate or bachelor’s degree preferred, or equivalent experience.

PHYSICAL SKILLS AND WORK ENVIRONMENT

Regularly required to communicate effectively; sit, stand, and walk throughout the facility; operate computers and office equipment; and occasionally lift or move up to 25 pounds.

The work environment may be fast paced and requires high energy and interaction with others. The workspace may be noisy, at times.

Compensation And Benefits

Salary (or Salary Range): $47,000 - $52,000

Benefit & Perks: The JCC offers a comprehensive benefits package including generous time off, paid holidays, health, dental and vision insurance, 401(k) employer match, FSA/HSA options, life insurance, long term disability, complimentary membership to the Jewish Community Center, discounts on programs including preschool and summer camp, and wellbeing programming.

This job description is not intended to be all-inclusive, and incumbent will also perform other reasonably related business duties as assigned by supervisor or other management, as required. The JCC reserves the right to revise or change job duties as the needs arise. This job description does not constitute a written or implied contract of employment.

The Jewish Community Center of Greater Baltimore is proud to be an equal opportunity employer. In keeping with our Jewish values, we are dedicated to a policy of nondiscrimination in employment on the basis of race, religion, color, sex, sexual orientation, gender identity or expression, national origin, age, marital status, citizenship, veteran's status, physical or mental disability that does not prohibit the performance of essential job functions (with or without reasonable accommodation) or any other basis protected by federal, or applicable, state or local law. We welcome everyone interested in our mission to join us. If you require accommodations, please contact us and we will make every effort to meet your needs.

The Associated: Jewish Community Federation of Baltimore and its Agencies are equal opportunity employers, dedicated to a policy of non-discrimination in employment on the basis of race, religion, color, sex, sexual orientation, gender identity or expression, national origin, age, marital status, citizenship, veteran's status, physical or mental disability that does not prohibit the performance of essential job functions (with or without reasonable accommodation) or any other basis protected by federal, or applicable, state or local law.