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 community.

We 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 day.

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.

• 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.

• 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.

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…