Retention & Engagement Specialist, Member Services

Kroc Center; Omaha, Northern (NE, KY); Hybrid; USD 25,000 - 28,000; Full time

Job summary

The Salvation Army Omaha Kroc Center is seeking a Member & Guest Services Retention Specialist. This full-time role designs and implements strategies to maximize retention of existing memberships, improve customer engagement, handle complaints, and promote cross-sales while supporting daily Member Services operations.

You will lead retention reporting, collaborate with membership management on annual plans, train staff, maintain membership records, and ensure confidentiality.

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.
• Proficient with Microsoft Word, Excel, and PowerPoint; ability to access payroll and timekeeping via a web system.

Responsibilities

• Lead retention analysis and reporting to support process adjustments.
• Proactively make outbound calls to improve customer connections.
• Develop and outline an annual retention plan with membership management.
• Execute retention and recover actions in collaboration with department heads.
• Train and supervise Members Services Associates on retention tactics.
• Maintain confidentiality and professionalism in all membership interactions.

Skills

Communication skills

English proficiency

Spanish helpful

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Data entry

Conflict resolution

Tools

Word

Excel

PowerPoint

Job description

The Salvation Army Omaha Kroc Center is seeking a Member & Guest Services Retention Specialist. This full-time role designs and implements strategies to maximize retention of existing memberships, improve customer engagement, handle complaints, and promote cross-sales while supporting daily Member Services operations.

You will lead retention reporting, collaborate with membership management on annual plans, train staff, maintain membership records, and ensure confidentiality.