Retention Specialist

About This Role

This people-centered role is for a Retention Specialist who enjoys relationship-building, customer service, and problem-solving. You will help create positive Girl Scout experiences that encourage girls, families, and volunteers to stay engaged, building relationships with members, troop leaders, Service Unit volunteers, and families while serving as a trusted resource.

Responsibilities

• Build strong relationships with girls, caregivers, volunteers, and community partners
• Proactively reach out to members, identify needs, resolve concerns, and support positive Girl Scout experiences
• Manage member inquiries and cases from initial contact through resolution, including appropriate follow-up and documentation
• Support retention campaigns, outreach, events, and council initiatives
• Assist with challenging situations and conflict resolution using empathy, professionalism, and sound judgment
• Maintain regular communication with Service Unit volunteers and troop leaders
• Attend a minimum of four Service Unit meetings during the membership year per service unit (cluster of zip codes in a geographic area) assigned to you
• Attend troop and Service Unit events when appropriate to strengthen relationships and demonstrate council support
• Connect volunteers and troops with relevant council programs, resources, and services
• Communicate the Girl Scout mission, values, and Girl Scout Leadership Experience (GSLE)
• Provide guidance on council programs, resources, policies, and procedures
• Support volunteer learning through meetings, orientations, presentations, and training opportunities
• Partner with colleagues across departments to provide consistent, positive member experience
• Participate in membership retention initiatives, events, outreach, and council-wide campaigns
• Maintain accurate member records and use council systems to track engagement and follow-up
• Identify opportunities and solutions that improve the member and volunteer experience
• Perform other duties as assigned

Requirements

• Passion for the Girl Scout mission and supporting girls, families, and volunteers
• Excellent customer service, communication, interpersonal, and problem-solving skills
• Ability to communicate with empathy, professionalism, tact, and discretion
• Strong organization, time management, and follow-through
• Ability to manage multiple priorities, work independently, and collaborate as part of a team
• Strong verbal, written, and presentation skills
• Comfortable using technology, databases, email, and virtual communication platforms
• Willingness to work a flexible schedule, including frequent evenings and weekends. This position typically requires 2-3 evenings per week and 2 or more weekend workdays per month during our fall peak season