Membership Manager

Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations. 

DZCA honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, Curious, United, Courageous, and Transformative in all that we do.

The Guest Experiences department has a full-time opening for a Membership Manager to manage the membership program by analyzing guest experience data, developing collaborative, data-driven strategies, and overseeing sales to drive growth and increase membership revenue and long-term audience loyalty.

Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Essential Duties and Responsibilities:

Revenue Development

• Develop and execute data-driven membership objectives, goals, plans, and sales strategies 
• Prepare and implement annual budgets for the membership program, including approval of expenditures and adjustments to stay within budget
• Collaborate with internal departments and external partners to implement sale strategies, member engagement events, and drive profitable revenue growth for the membership program 
• Maintain positive relationships with professional organizations and monitor competitor activities to inform strategy development for the membership program and member experience 

Program Management

• Oversee management of the membership program, including database maintenance and management, strategy development, event organization and execution, and acquisition and renewal campaign management
• Maintain and make recommendations for improvements to point of sale and customer relationship management systems as it relates to the member experience and membership sales 
• Collaborate with the Guest Operations team on training and SOPs as they relate to the membership program including constituent management, sales methods and procedures, and data entry 

Analysis and Forecasting

• Monitor and analyze sales and guest experience data, making proactive adjustments to sales plans and processes to achieve institutional goals related to the membership program 
• Create dashboards and metrics to forecast daily, weekly, monthly and year-end revenue and sales performance across multiple business channels, creating new models and methodologies to improve forecasting as it relates to membership sales 
• Review member and guest feedback and facilitate improvements to operations and the membership program to reach and exceed overall experience rating goals 
• Produce actionable and data-driven reports, analyses, and presentations about membership for institutional leadership

Technical / Professional Requirements & Qualifications

• Completion of, or progress toward, a two-year degree in nonprofit administration, communications, marketing or a related field is preferred; however, any equivalent combination of education and relevant experience that demonstrates the knowledge and skills necessary to perform the position will be considered.
• Requires a minimum of two years of experience in membership, loyalty programs, visitor services, or a related field. Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center, and/or food, beverage, retail, or paid guest services is preferred. An equivalent combination of professional experience, lived experience, and/or special skills that demonstrate the ability to successfully perform the role will also be considered.

Knowledge, Skills, and Abilities: 

• Proficiency in Microsoft Office Suite is required; experience with point of sale and CRM systems, particularly Tessitura, is preferred.
• Able to learn and work within complex systems, understanding how different functions (e.g., reporting, configuration, and user processes) affect day-to-day operations across teams. 
• Detail-oriented when managing data entry, system configuration, financial records, and reports. Comfortable analyzing and summarizing data trends to support program reviews and leadership decisions. 
• Excellent written and verbal communication skills, with the ability to communicate clearly with staff, volunteers, leadership, and guests while representing the organization professionally.
• Strong organizational, planning, and prioritization skills with the ability to manage multiple operational initiatives and competing priorities in a fast-paced environment.
• Strong contract administration and organizational skills, with the ability to monitor timelines, maintain documentation, and coordinate with internal teams and partners to support contract amendments, renewals, and monitors contract performance.
• Ability to collaborate effectively across departments and lead cross-functional coordination to support operational objectives and organizational initiatives.
• Familiar with creating or supporting the development of standard operating procedures (SOPs) and training materials. 
• Demonstrated professionalism and discretion in handling confidential and sensitive information.
• Ability to work outdoors in various weather conditions and support operational needs during inclement weather, including snow removal and campus safety efforts when required.

Position Conditions

• Ability to pass a background check and pre-employment drug and alcohol screen.
• Expectation to work a 5-day work week with regular availability to work weekends, evenings, and holidays, time off planned with notice.
• Ability to speak, understand, and communicate in English effectively, in person, and writing. Ability to hear adequately in person and by phone, in personal and group settings, occasionally with a moderate or extreme noise level.
• Ability to work with and process information from a variety of individuals and media (e.g., computers, projected images, printed materials) and sitting and/or standing up to 8-10 hours per day.
• Ability to lift to 50 lbs.
• Requires working near moving mechanical parts and outside in weather conditions that may be inclement and/or exposed to fumes, airborne particles, and/or chemicals.  This position may have contact with animals and/or exposure to zoonotic diseases.