Assistant Director of Membership & Guest Experience

The Assistant Director of Membership & Guest Experience works closely with the Senior Director of Guest Operations to foster and grow Zoo New England’s membership and other revenue programs.  This person serves as a principal contact for the Membership & Guest Experience Department and ensures that Zoo guests, members and co-workers receive excellent internal and external customer service.  The Assistant Director also collaborates with the Membership Coordinator to ensure timely and accurate fulfillment of all membership program processing duties.  Scheduled hours will be 9:00 to 5:00, Monday—Friday.  Assistant Director may also work extended daytime hours, weekends and holidays throughout the year when scheduled to do so. 

Duties & Responsibilities

• Directs the day-to-day operations of the admissions booths, ticketing procedures and all rides/Amusements operations.
• Lead in the development of corporate wide admissions policies and procedures.
• Account for the accuracy and deposits of all monies collected in the admissions booths and all rides/Amusements.
• Manage and supervise the Money Room at Franklin Park Zoo.
• Deposit checks into Money Room safe for other departments.
• Prepare daily, weekly and monthly revenue reports for the Finance Department
• Create, develop and implement mailing campaigns.
• Development and implementation of Members acquisition programs.
• Development and implementation of the ZNE’s membership services and programs.
• Cultivates relationships with members; problems solving, negotiation, and act as a representative for member services.
• Coordinate Membership activities and events that coincide with Zoo wide initiatives and seasonal planning.
• Makes hiring and termination recommendations to the Senior Director
• Supervise a staff of 6 – 20 Membership, Admission and Ride employees.
• Develop and implement training programs that will enhance the guest experience.
• Direct department supervisors on the daily and weekly scheduling of the Membership, Admissions and Rides Associates.
• Collaborate with the Development and Marketing Departments on projects as required.
• Perform other duties and tasks as assigned by the Senior Director

Minimum Job Requirements

• Must possess strong writing, organizational, and interpersonal skills.
• Must enjoy working in a fast-paced environment and the ability to shift priorities based on operational needs.   
• Must be detail oriented and be able to produce output of high accuracy, while maintaining a high level of professionalism.
• A working background in the field of not-for-profit, the ability to work with a diverse group of people.
• 3-5 years of supervisory experience.
• Must have a driver’s license and driving record in good standing.
• Bachelors in Not-For-Profit Studies, Hospitality and / or Business Management.

Preferred Job Requirements

• Possess strong writing, organizational, and interpersonal skills.
• Enjoy working in a fast-paced environment and the ability to shift priorities based on operational needs.   
• Detail oriented and be able to produce output of high accuracy, while maintaining a high level of professionalism.
• A working background in the field of not-for-profit, the ability to work with a diverse background of people.
• 7 plus years of supervisory experience.
• Bi-lingual ability is a plus.  
• Bachelors in Not-For-Profit Studies, Hospitality and / or Business Management or a graduate degree in related studies.
• Zoo New England is an Equal Opportunity Employer by Choice
• NO PHONE CALLS PLEASE

Experience Required

• 3-5 years supervisory experience

Perks

Medical, Dental, Vision, Life, LTD, AD&D Insurance, 401K Plan