Membership Manager

Job Type
Full-time
Description
The Membership Manager primary responsibility is to oversee the membership program including enrollment and renewals. This role collaborates with Park Services, Marketing and Development teams to ensure proper procedures and marketing collateral are completed accurately, efficiently, and effectively. This person will manage membership inquiries and renewal inquiries that cannot be handled through the Guest Experience Call Center. Coordinating the annual acquisition including writing copy, obtaining lists and crafting eblasts are additional expectations.
This is a leadership position that is expected to support the Zoo in its mission "to support desert conservation through preservation, education and appreciation." They will collaborate with all teams to achieve a forward-thinking vision of a modern zoo and inclusive culture. This key, visible leadership position requires a motivated, energetic, dedicated team player who is willing to make a significant commitment to the organization. This requires an enthusiastic individual with strong skills in guest engagement, decision making and leadership while demonstrating ability to work effectively with all levels of staff and personalities of guests. This leader will adhere to and support all organizational policies, procedures and standards.
This position oversees all aspects of the membership program including the development of new programs, implementation, follow through and evaluation of the programs. Exceptional leadership skills including being a role model for others while challenging self and others to look for innovative ways to improve the membership programs. Consistently looking for ways to exceed revenue goals and staying on mission with the messaging sent to members.
Mission:

• Implement all phases of membership program serving 16,000 plus members including processing and renewals
• Develop and implement strategies to recruit new members.

• Coordinate membership program, including preparing annual acquisition plan in collaboration with COO, Marketing and Development
• Provide monthly updates to COO for accountability and Board reports

• Must take a leadership role with personnel, crucial conversations, conflict resolution and positive behavior change.
• Ability to give/receive feedback in a positive and productive manner to move team skills forward. Encourages a feedback rich environment.
• Ability to give and comprehend written and oral instructions, and to accurately carry out those instructions. Ability to communicate clearly and concisely both orally, in writing and presenting to a variety of groups.

• Must be capable of emergency response handling to avoid injury to self, humans, and animals while remaining calm under pressure.
• Ensure compliance of safety policies, procedures and practices; ensures teams work in a safe manner with appropriate protective equipment, all accidents/incidents are investigated, documented and corrective action is taken.

• Handles guest and member questions, concerns and inquiries unable to be handled at Call Center. Point person for project information and solutions to challenges regarding membership. Provides replies in a timely manner.
• Available, approachable and engaging to assist with all guest inquired on a daily basis
• Motivated to continually increase membership program performance and membership satisfaction

• Collaborate with Finance team to adhere to membership budget, provide quarterly forecasts, help inform marketing and communication strategies based on statistical reports
• Monitor various reports including but not limited to visits, POS sales, monthly/annual memberships (new and renewals) and sales

• Create and analyze surveys to identify growth across the organization
• Process a variety of mailings, emails, package guest passes, encode materials for membership drives, enter data, update and change member records

• High School graduate or GED preferred. Computer literate.
• Preference given to those with 2-4 years in non-profit organizations with membership communication experience.
• Galaxy System Administrator Certification required within the first year of employment.
• One year of practical office experience with guest interactions.
• Ability to multi task and interact with a wide variety of guests.
• Bi-lingual is a plus

• Sitting at a desk for extended periods of time, standing, walking, bending, lifting, twisting, climbing, crawling, reaching motions. Must be able to lift and carry up to 50#. Exposure to extreme temperatures. Working outside in elements is required as needed.
• Holiday, evening, weekend work required. Available on as needed basis for emergencies and events.
• Travel opportunities for conferences and workshop as budgeting/funding are available. Some or all expenses paid.