Retention Coordinator

The Retention Coordinator is responsible for enhancing member engagement and retention by planning and executing programming for all membership levels, with a special emphasis on family programming. This role supports member experience initiatives, assists in operational functions, and ensures high-quality interactions with members. The Retention Coordinator will work closely with the Membership Experience Director, the Member Retention & Wellness Director and other program directors to foster a welcoming and engaging environment.

• Experience in customer service, membership engagement, or wellness programming preferred.
• Strong interpersonal and communication skills with the ability to connect with diverse member groups.
• Experience in group exercise instruction or fitness training is a plus.
• Proficiency in using membership software (Daxko Engage preferred) or willingness to learn.
• Ability to work a flexible schedule, including evenings and weekends as needed.
• CPR, First Aid, and Group Exercise Certification (or willingness to obtain).

Programming & Member Engagement

• Collaborate with the Membership Experience Director, Member Retention & Wellness Director and other program directors to develop and implement engaging programs for all membership levels, focusing on family programming.
• Assist in the planning, promotion, and execution of events and activities aimed at improving member engagement and satisfaction.
• Support member onboarding efforts, ensuring new members feel welcomed and connected to the YMCA community.
• Utilize Daxko Engage to communicate with members and track engagement efforts.

Front Desk & Member Services (6 hours+/week)

• Assist at the front desk, providing exceptional customer service through tours, phone calls, member check-ins, and general inquiries.
• Support membership sales and retention efforts by building relationships with prospective and current members.
• Help troubleshoot membership issues and ensure a seamless member experience.

Facility & Equipment Maintenance

• Assist in maintaining cleanliness and functionality of equipment to ensure a safe and welcoming workout environment.
• Work with staff to report and address equipment concerns in a timely manner.

Technology & Data Management

• Support the launch and ongoing utilization of Daxko Engage for member communication and retention tracking.
• Assist in analyzing data trends and member feedback to inform retention strategies.