Retention Specialist

Retention SpecialistAt Girl Scouts of Central Maryland (GSCM), we believe in the power of every girl. Our mission is to build girls of courage, confidence, and character who make the world a better place. We serve girls and volunteers across Baltimore City and Anne Arundel, Baltimore, Carroll, Harford, and Howard Counties.As a Retention Specialist, you will help create positive Girl Scout experiences that encourage girls, families, and volunteers to stay engaged. You'll build relationships with members, troop leaders, Service Unit volunteers, and families while serving as a trusted resource and problem-solver. This is a people-centered role for someone who enjoys relationship-building, customer service, problem-solving, and making a meaningful impact. The ideal candidate is organized, proactive, empathetic, dependable, and passionate about supporting others.Empower. Connect. Inspire. Grow with Girl Scouts of Central Maryland.Key ResponsibilitiesMember Retention & SupportBuild 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.Troop & Service Unit SupportMaintain 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.Training & Member EducationCommunicate 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.Collaboration & Council SupportPartner 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.Skills & QualificationsRequired SkillsPassion 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.A valid driver's license, reliable transportation, and proof of insurance are required.Preferred QualificationsExperience in customer service, membership services, volunteer management, community engagement, or related field.Experience working with families, volunteers, or youth-serving organizations.Experience with case management, relationship management, or conflict resolution.Familiarity with Girl Scouts or another youth-serving organization is a plus.Spanish-speaking or conversational Spanish skills preferred but not required.Compensation & BenefitsSalary: $42,000–$45,000 annuallyBenefits may include:Health, dental, and vision insurancePaid time off and holidaysProfessional development opportunitiesMileage reimbursement for approved business travelMeaningful opportunities to support girls, volunteers, and families throughout Central MarylandJoin Our TeamIf you are passionate about building relationships, supporting others, solving problems, and helping girls and volunteers have meaningful Girl Scout experiences, we would love to hear from you.