Director of Guest Services, Member Relations, & Retail

Supervises: Manager of Guest and Member Services, Manager of Guest and Member Relations, Third-Party Retailers, and 

General Statement:

• The Guest Services, Membership Relations & Retail Director is an Executive Team-level position responsible for strategic planning, implementation and management of guest services, guest experiences and membership programs designed to establish industry-leading guest service while growing revenue driven by Zoo memberships and general guests.
• This position also serves as the main liaison with third-party partners for retail and revenue-generating initiatives maximizing revenue opportunities in all of these areas and works to integrate their efforts whenever possible to create new opportunities.
• This position will also focus on new guest experiences and products which can serve as revenue-generating initiatives.
• This position will provide effective and proactive leadership of these departments, staff and partnerships, coordinating their efforts with the Zoo’s marketing, communications, events, programs and development initiatives to maximize all opportunities to grow Zoo audience and revenue.

Essential Duties:

• Provide quality guest service to both internal and external guests by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance.
• Representation of member, guest service and guest experience efforts and needs to the Zoo’s Executive Team, as well as providing information and discussing policies at the Arizona Center for Nature Conservation Board level, when necessary.
• Strategic analysis of initiatives to acquire new members, renew and upgrade current members, and capture past members to meet quantifiable goals.
• Strategic analysis and oversight of creative direction of all member acquisition mailings and digital marketing efforts, including development of collateral and list maintenance and rentals – all designed to increase the effectiveness and efficiency of new member acquisition efforts.
• Strategic analysis of all membership and retention efforts leading to the implementation of new and/or improved retention initiatives to increase overall retention rates and grow total membership household numbers.
• Strategic analysis and overall direction of guest service efforts that maximize guest satisfaction and overall experience, ensuring repeat visitation from both members and non-members.
• Responsible for overall direction and final approval and management of fiscal year budgets for the Membership, Guest Services, Guest Experiences and Third-party partnerships/departments and performance of monthly analysis as necessary.
• Work directly with Technology Department to coordinate technical requirements and integration of all reporting departments with regards to Galaxy Gateway, Raiser’s Edge and/or any other software/hardware systems.
• Provide strategic analysis and direction for optimal integration and operation of admissions ticketing, including online purchasing, print-from-home ticketing, and special event ticketing processes and procedures.
• Strategic analysis and direction with the Marketing Department for discount and/or other promotions designed to increase daily or special event attendance, ensuring full integration and resource management to deliver necessary ticketing, member communications and Call Center involvement.
• Develop strategies to increase net revenues for all revenue-generating initiatives, defined as Carousel, Safari Cruiser, Camel Rides, Stingray Bay, Giraffe Encounter, and any other future initiatives created.
• Identify and pursue other possible revenue-generating opportunities related to on-site experiences.
• Work closely with Donor Relations, Marketing, Learning and Engagement, Events and Living Collections and other departments to generate increased revenue opportunities.
• Act as liaison with third-party retailers and any other future partners, providing input regarding product offerings, assisting them to maximize their revenue opportunities and integration into the Zoo’s guest service policies.
• Collaborate in the development of annual budgets for marketing and promotion, including collateral necessary to support efforts of all functional areas.
• Assess the relative effectiveness of communications within all areas and assist in the development of collateral materials to support objectives.
• Evaluate monthly guest survey results and spearhead actions to address concerns.
• This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job.
• Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments)

Qualifications

• Bachelor’s degree required.
• Marketing or Communications degree preferred.
• 3-5 years of supervisory experience required, preferably in a fast-paced retail or guest service environment.
• Excellent computer skills required, including Microsoft Excel and PowerPoint.
• Experience with Galaxy Gateway and Raiser’s Edge preferred.
• Excellent written and verbal communications skills.
• Strong time management skills and ability to prioritize work essential.
• Ability to work well both independently and within a team environment, and to establish and maintain excellent rapport with various individuals and groups including Zoo staff, members, donors and the general public.
•  Able to work occasional evenings and weekends.
• Possession of valid driver’s license.
• Ability to pass pre-employment background check, drug test and DMV check.