Member Engagement Specialist- Pelham YMCA

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:

- 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

- Cause-Driven Tours:

Give transformational tours that emphasize the YMCAs mission and community impact, rather than transactional interactions.

- Train additional staff to give cause-driven tours..

- 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 Ys 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 YMCAs 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.