Member Onboarding & Retention Coordinator

Member Onboarding & Retention Coordinator

The Member Onboarding & Retention Coordinator owns the member experience from the moment a prospect joins through renewal and advocacy. This role formalizes a transition already underway. Staccato Ranch Texas becomes the sole owner of member relationships and programming, and this position is the dedicated capacity that ownership requires. As Freedom membership scales from 233 toward a 1,000-member target, this role becomes the operational engine that keeps activation, engagement, and retention on pace with the growth plan.

Requirements

• Own the first-30-day onboarding sequence for every new member: confirm Member App activation, Terms & Conditions/waiver completion, and tier-segmented welcome gift delivery.
• Schedule and coordinate the new-member orientation tour within 30 days of joining, assign a Host, and encourage the one-guest invitation.
• Execute the Host Program's 48-hour outreach cadence, the first personal contact after a new member joins.
• Coordinate monthly engagement programming: Freedom Member Nights, HAVOC Match Series communications, and STG training scheduling.
• Monitor the Member App engagement score (0100 across nine ecosystem categories) to flag members drifting from full participation and trigger outreach.
• Run the renewal cadence (90/60/30-day check-ins) as a recap-and-preview conversation rather than a late save.
• Administer the Ambassador program: identify high-engagement Freedom members at month 4 and issue referral codes and social toolkits.
• Coordinate Patriot upgrade conversations at month 12 for high-engagement Patriot members.
• Serve as the primary point of contact for member questions and requests related to onboarding, benefits, and retention.
• Maintain accurate, current member records and engagement data in the Member App/CRM.
• Partner with the General Manager on the monthly member communication and community programming calendar.

Qualifications

• 2+ years of experience in member services, hospitality, membership sales, or customer success.
• Strong organizational skills and comfort managing a high-touch outreach cadence across a growing member base.
• Experience with a CRM or membership management platform preferred.
• Excellent interpersonal, written, and verbal communication skills.
• Familiarity with or genuine interest in the shooting sports/range community a plus.
• Availability for some evening and weekend work to support events and matches.