Membership Retention Specialist

Inspired by the work we do every day the JCC is an organization centered by Jewish values and focused on creating meaningful experiences and opportunities to enrich connect and positively impact our pride ourselves on our inclusive and welcoming workplace and celebrate the diversity of our employees. We value all members of our team in a supportive environment in which everyone is treated with appreciation and respect and positioned to do their best work every : 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 attritionWHAT 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 bachelors degree preferred or equivalent 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 work environment may be fast paced and requires high energy and interaction with others. The workspace may be noisy at AND BENEFITSSalary (or Salary Range): $47000 - $52000Benefit & 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 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 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 veterans 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.