What are the responsibilities and job description for the Retention Coordinator position at YMCA?
Strengthening community through youth development, healthy living, and social responsibility.
Job Description
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.
Qualifications
- 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).
Essential Functions
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.
