Retention + Engagement Coordinator

Job Title: Retention and Engagement Coordinator

Organization: Shaping Our Appalachian Region (SOAR)

Location: Eastern Kentucky

Job Type: Full-time, Exempt

Reports To: Chief Operating Officer

The Retention and Engagement Coordinator plays a critical role in supporting SOAR’s partnership with Code Kentucky by ensuring prospective participants are engaged, informed, and supported from the point of application through successful enrollment and re-engagement. This role is designed to increase program retention by building meaningful relationships with applicants and past participants, ensuring warm handoffs to training providers, and championing follow-up strategies to encourage re-enrollment and completion.

This role will also lead storytelling and outreach initiatives to highlight job opportunities, training success stories, and ongoing digital career pathways for Code Kentucky graduates.

Applicant Assessment & Support

• Conduct assessments of Code Kentucky applicants to identify individuals most aligned with program goals.
• Help refine the ideal client profile by capturing data and identifying common barriers or success indicators.
• Maintain regular communication with applicants to encourage the completion of all required steps. 

Engagement

• Serve as the first point of contact for Code Kentucky applicants engaging through SOAR.
• Ensure a smooth and personalized handoff to Code Kentucky staff and training providers.
• Coordinate pre-training sessions such as Code Kentucky Welcome Sessions and virtual meet-and-greets with instructors and mentors.
• Build and maintain strong relationships with Code Kentucky staff to ensure client success and continuity of support.

Alumni Re-Engagement & Completion Support

• Lead outreach efforts to re-engage past Code Kentucky participants who have paused or dropped out.
• Personalize communication efforts and encourage re-enrollment and completion.
• Work closely with SOAR’s Digital Navigators and Office of Jobs staff to ensure supportive re-engagement.

Content & Communication Strategy

• Write and manage a bi-weekly Tech Jobs Blog for Code Kentucky graduates, highlighting job opportunities, job-seeking tips, and success stories.
• Coordinate blog distribution with SOAR’s marketing team and Office of Jobs staff.
• Use blog content and newsletters as engagement tools to maintain visibility and encouragement for graduates.

Data Management & Reporting

• Track and report on applicant engagement, enrollment conversion, and re-engagement success.
• Monitor blog engagement metrics and track which communication methods result in re-enrollment.
• Maintain accurate records in CRM (HubSpot) of all engagement activities.

Relationship-Builder | Someone who thrives on building personal connections and showing up for people with empathy and energy.

Follow-Through Expert | Organized, responsive, and capable of managing multiple client touchpoints with care.

Creative Communicator | Able to write blogs, emails, and campaign content that motivates and informs.

Data-Driven Supporter | Understands how to use metrics to guide outreach and improve retention efforts.

Mission-Aligned | Deeply committed to supporting digital career opportunities and increasing workforce participation in Eastern Kentucky.

• Bachelor’s degree in education, communications, workforce development, social work, or a related field preferred. Equivalent experience will be considered.
• 1-3 years of experience in outreach, retention, case management, student support, or a related field.
• Experience working with adult learners, online programs, or career readiness initiatives.
• Familiarity with CRM systems (HubSpot experience a plus).
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite.

Retention is one of the biggest challenges in workforce development. This role tackles that head-on by ensuring people don’t fall through the cracks. From first contact to re-enrollment, the Retention and Engagement Coordinator is the human connection that helps Code Kentucky participants stay engaged, feel supported, and ultimately succeed. Your work will help more Eastern Kentuckians complete training and access life-changing employment opportunities.

Mission Alignment: Embody SOAR’s mission and values in all interactions, fostering a collaborative, growth-focused environment.

Collaboration: Work closely with the SOAR staff and Code Kentucky partners to deliver an exceptional training and client experience.

Communication: Maintain prompt, clear communication with clients and internal/external partners.

Commitment: Be dedicated to Appalachia Kentucky’s growth and future, actively supporting regional development.

Flexibility: Be prepared for occasional travel within the assigned SOAR region.

SOAR’s mission is simple: to return Eastern Kentucky back to economic prosperity. Our team culture is anchored by putting the interests of Eastern Kentucky first in all that we do. We believe treating others the way we want to be treated is always within our control. Our core values include faith, selflessness, grit, integrity, and empathy. We do our best to exemplify these daily in our interactions with each other and with external partners.

The SOAR organization offers a chance to be part of a movement that’s bigger than any one of us individually. Eastern Kentucky’s challenges won’t be solved by others. It’s going to take all of us to come together and build solutions. Through communications, collaborations, and convenings, SOAR is on the front lines helping get the right people in the right rooms to shape the region’s future.

SOAR offers a competitive salary along with the following benefits:

• 100% paid individual health insurance.
• SIMPLE IRA retirement plan.
• Cell phone stipend.
• Mileage reimbursement for work-related travel.

SOAR is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.