The Member Relations Specialist supports the Member Relations Manager in the daily operations and special projects essential to the success of Phoenix Zoo Membership. This position oversees day-to-day membership services and member engagement while serving as a key liaison between the Membership and Guest Services teams to ensure a seamless guest and member experience. The Member Relations Specialist also plays an active role in managing and strengthening the membership pipeline, supporting acquisition, retention, and upgrade efforts by helping identify opportunities for growth and engagement across touchpoints.
Essential Duties:
- Provide outstanding service to internal and external guests by maintaining a WILD (friendly, helpful, positive, and professional) attitude and appearance at all times.
- Collaborate closely with the Senior Donor Relations Specialist to strengthen the membership-to-donor pipeline by identifying engaged members, supporting targeted outreach, and creating meaningful opportunities for members to grow their involvement into support-level giving, ensuring alignment between membership engagement strategies and philanthropic goals.
- Serve as the primary point of support for the Guest Services and Contact Center teams with membership assistance.
- Serve as the point of contact for member de-escalation as needed. Address DMR assistance forms submitted by Guest Services and the Contact Center.
- Respond to member and guest inquiries and concerns in person, by phone, and via email using sound judgment and WILD problem-solving practices, including proactive follow-up when lost or returned membership cards are identified and no phone number is on record.
- Partner with the Membership Manager to manage daily membership processes and fulfillment, ensuring accuracy, efficiency, and timely completion, while supporting the development and coordination of digital, print, signage, and direct-mail materials for membership initiatives, including maintaining shared calendars, deadlines, and schedules.
- When needed, support membership data analysis by assisting with the tracking, monitoring, and reporting of revenue, conversion, and engagement metrics to inform strategy and performance.
- Maintain and update the Membership Manager Manual with current processes, procedures, policies, and reminders.
- Be the primary point of contact for relaying membership information to internal teams, such as Guest Services, and the Zoo intranet.
- Collaborate with the Guest Service Management Team on membership training, topic development, and presentation creation in partnership with the Membership Manager and Guest Services leadership.
- Participate in Guest Services all-staff meetings to share membership milestones, conversion progress, and upcoming initiatives.
- Assist with member event planning, including brainstorming, and post-event analysis. Be on site for member events, assisting with raffle basket item collection, day-of signage placement, volunteer coordination, and on-site engagement activities.
- Collaborate with Guest Services on on-site membership initiatives, including prize planning, staff communication, and performance reporting to leadership.
- In reference to membership initiatives, identify trends, and areas of concern and share those findings with Guest Service Leadership.
- Support the development of member journeys and ongoing engagement strategies while researching and assisting with the implementation of new membership solicitation opportunities to drive growth and retention.
- Contribute to major departmental initiatives such as membership reimagining, PassPlay onboarding, and Salesforce implementation.
- Demonstrate creativity, initiative, and collaboration to continuously enhance the member and guest experience.
- 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).
Requirements:
- Bachelor’s degree preferred.
- High school diploma or equivalent required.
- Minimum of two year membership or donor relations experience preferred. Prior experience working in a fast-paced, guest-focused service environment is highly desirable.
- Excellent written and verbal communication skills.
- Ability to provide exceptional guest service to both internal and external guests.
- Excellent training and coaching skills.
- Advanced guest focus and service skills are essential
- Critical thinking, troubleshooting skills, and being solution-oriented are required.
- Ability to remain calm and in control of a situation, be flexible, and work in a fast-paced environment
- Strong computer and technology skills to work within an integrated data system that includes Gateway Galaxy Ticketing System, Salesforce or experience with these or similar systems preferred.
- Additional aptitude with Microsoft Word and Excel required.
- Able to work weekends, evenings, holidays, and school breaks.
- Ability to stand for extended periods of time, up to 15 hours.
- Ability to work outdoors in extreme weather conditions.
- Ability to periodically lift up to 50 pounds 4 feet off the ground.
Perks
- The Arizona Center for Nature Conservation is committed to maintaining the health and well-being of its employees.
- We offer a wide range of benefits for qualified employees designed to address the diverse needs of our employees and their families, such as:
- Medical, Dental, Vision and Prescription Drug Coverage (Domestic Partnership Benefits Available) Life, Accidental Death & Dismemberment, and Long Term Disability Insurance
- Flexible Spending Accounts
- Voluntary Life Insurance
- Employee Assistance Program
- Paid Time Off (PTO)
- Paid Sick Leave (PSL)
- 401(k) Plan with Match
- Phoenix Zoo Membership
- Employee WILD Rewards Program
- Service Awards
- Employee Cultural Exchange Program
- Tuition Reimbursement Program (for qualified courses)
- Outside Vendor Discounts
Salary
- $30.25/hour
