Member Engagement Specialist- Pelham

Position Summary:

The Member Engagement Specialist enhances member retention and satisfaction by leveraging YMCA CRMs to foster connections, promote community-driven programs, and deliver exceptional, data-informed service.  This role ensures no potential or current member falls through the cracks — managing timely follow-up, automated communications, and guest pass/check-in tracking to keep every touchpoint personal and proactive.

This role identifies where members need support — whether that's re-engaging someone who's drifted away, celebrating a milestone, or connecting a new member to the right program for their goals.

Key Responsibilities:

1. Lead/Prospect Management:
   • Manages leads and prospects through Daxko Engage Pro software, ensuring accurate and up-to-date records throughout the sales pipeline
   • Responds to inquiries and follow-up tasks in a timely manner, maintaining prompt communication with prospective members
   • Conducts consistent, proactive outreach to prospects — including phone calls, emails, and texts — to move leads through the membership pipeline
   • Schedules and confirms facility tours and appointments for prospective members, logging outcomes in Engage Pro
2. Cause-Driven Tours:
   • Give transformational tours that emphasize the YMCA’s mission and community impact, rather than transactional interactions.
   • Train additional staff to give cause-driven tours..
3. Member Engagement:
   • Drive member retention by ensuring consistent engagement from the point of sale through the membership lifecycle. This includes proactive follow-up with new members, ongoing support for existing members, and targeted outreach to members at risk of leaving.
   • Build ongoing relationships with members while gathering and documenting member impact stories that showcase the Y’s role in the community. 
   • Identify community needs through member/prospect feedback, and other resources, and pass data to program directors. 
   • Be visibly involved with members, volunteers, and staff in a positive, friendly manner that communicates and demonstrates the YMCA core values.

This role is pivotal in creating a welcoming environment and fostering a sense of belonging for all YMCA members, while contributing to the YMCA’s mission of strengthening community through programs that promote healthy living, youth development, and social responsibility.

Qualifications

• Strong interpersonal and communication skills, with a passion for building relationships and engaging with diverse communities.
• Knowledge of wellness programming and member retention strategies.
• Strong computer/technology skills.