Utah's Hogle Zoo
Membership Manager
Utah's Hogle Zoo, Salt Lake City, Utah, United States, 84193
POSITION SUMMARY
The Membership Manager is responsible for focusing on all aspects of the members' experience. This includes providing exceptional customer service for potential and renewing Zoo members and guests, planning member-related events, and develop/facilitate staff training as to maximize the profitability of the program, and data entry functions relating to membership information. The Membership Manager will communicate directly with Zoo members face-to-face as well as contribute information for the monthly newsletters.
At the zoo we look for employees who are passionate about conservation, who approach their daily work with a can-do attitude, who are resourceful, who communicate respectfully with everyone, and are ready to work hard supporting the zoo's mission of creating champions for wildlife by making connections between people and animals to inspire action.
Utah's Hogle Zoo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.
REPORTING RELATIONSHIP
Reports directly to the Director of Guest Relations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.
Maintain and grow current membership levels.
2.
Collaborates with Advancement on the creation and implementation of all member events and perks, including Member Nights and perks including Sunset and Sunrise Safaris.
3.
Work closely with Guest Service staff to ensure accurate data entry of membership information and membership card processing.
4.
Oversee conflict resolution within memberships and guest relations.
5.
Monitor and track membership sales and collaborate and adjust accordingly.
6.
Maintain membership conditions compliance on all single-family memberships.
7.
Work closely with the Systems and Database administrator to ensure accurate reporting.
8.
Maximize membership selling and tracking capabilities within the Galaxy and eGalaxy ticketing system.
9.
Research and maintain fraud protection techniques as related to membership access control function.
10.
Audit employee performance to ensure proper membership sales protocols are being maintained.
11.
Continual evaluation of membership pricing in relation to value, market, industry standards and ticket cost to membership analysis.
12.
Commitment to the zoo's mission and conservation efforts.
13.
Ability to work overtime as needed.
14.
Performs other duties as assigned.
15.
Maintains strict confidentiality.
16.
Required to work nights when needed. This includes for events such as Zoo Brews, Boolights, Zoolights.
KNOWLEDGE, SKILLS, AND ABILITIES NEEDED Technical skills include the knowledge and ability of:
• Computer operations and technical software applications including Galaxy (POS).
• Microsoft Office Suite.
Excellent communications skills:
• Interpersonal conflict resolution method.
• Effectively promote organization and membership program.
• Interpersonal communication.
• Communicate effectively verbally and in writing. Must have the ability to:
• Commit to Utah's Hogle Zoo's mission.
• Provide and model excellent guest service.
• Work weekends, holidays and evening hours.
• Accurate data entry skills.
• Ability to multi-task and prioritize work.
• Supervise, train, and motivate a team.
• Apply critical thinking techniques.
• Analyze and solve problems with good judgement.
• Work well in a team environment as well as independently.
EDUCATION AND EXPERIENCE EXPECTATIONS
•
A bachelor's degree or an equivalent leve l of experience.
•
Experience managing a nonprofit membership program.
OTHER REQUIREMENTS FOR THIS POSITION
•
Utah's Hogle Zoo is a drug-free workplace. All employees are subject to random drug testing.
•
Provide a negative TB test prior to hire date and maintain TB testing through course of employment.
WORK ENVIRONMENT
Incumbent perf rms in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities which do not generally involve muscular strain, but do require activities related to walking, standing, bending, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity is required to perform essential functions. Requires lifting of up to 30 lbs.
The Membership Manager is responsible for focusing on all aspects of the members' experience. This includes providing exceptional customer service for potential and renewing Zoo members and guests, planning member-related events, and develop/facilitate staff training as to maximize the profitability of the program, and data entry functions relating to membership information. The Membership Manager will communicate directly with Zoo members face-to-face as well as contribute information for the monthly newsletters.
At the zoo we look for employees who are passionate about conservation, who approach their daily work with a can-do attitude, who are resourceful, who communicate respectfully with everyone, and are ready to work hard supporting the zoo's mission of creating champions for wildlife by making connections between people and animals to inspire action.
Utah's Hogle Zoo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.
REPORTING RELATIONSHIP
Reports directly to the Director of Guest Relations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.
Maintain and grow current membership levels.
2.
Collaborates with Advancement on the creation and implementation of all member events and perks, including Member Nights and perks including Sunset and Sunrise Safaris.
3.
Work closely with Guest Service staff to ensure accurate data entry of membership information and membership card processing.
4.
Oversee conflict resolution within memberships and guest relations.
5.
Monitor and track membership sales and collaborate and adjust accordingly.
6.
Maintain membership conditions compliance on all single-family memberships.
7.
Work closely with the Systems and Database administrator to ensure accurate reporting.
8.
Maximize membership selling and tracking capabilities within the Galaxy and eGalaxy ticketing system.
9.
Research and maintain fraud protection techniques as related to membership access control function.
10.
Audit employee performance to ensure proper membership sales protocols are being maintained.
11.
Continual evaluation of membership pricing in relation to value, market, industry standards and ticket cost to membership analysis.
12.
Commitment to the zoo's mission and conservation efforts.
13.
Ability to work overtime as needed.
14.
Performs other duties as assigned.
15.
Maintains strict confidentiality.
16.
Required to work nights when needed. This includes for events such as Zoo Brews, Boolights, Zoolights.
KNOWLEDGE, SKILLS, AND ABILITIES NEEDED Technical skills include the knowledge and ability of:
• Computer operations and technical software applications including Galaxy (POS).
• Microsoft Office Suite.
Excellent communications skills:
• Interpersonal conflict resolution method.
• Effectively promote organization and membership program.
• Interpersonal communication.
• Communicate effectively verbally and in writing. Must have the ability to:
• Commit to Utah's Hogle Zoo's mission.
• Provide and model excellent guest service.
• Work weekends, holidays and evening hours.
• Accurate data entry skills.
• Ability to multi-task and prioritize work.
• Supervise, train, and motivate a team.
• Apply critical thinking techniques.
• Analyze and solve problems with good judgement.
• Work well in a team environment as well as independently.
EDUCATION AND EXPERIENCE EXPECTATIONS
•
A bachelor's degree or an equivalent leve l of experience.
•
Experience managing a nonprofit membership program.
OTHER REQUIREMENTS FOR THIS POSITION
•
Utah's Hogle Zoo is a drug-free workplace. All employees are subject to random drug testing.
•
Provide a negative TB test prior to hire date and maintain TB testing through course of employment.
WORK ENVIRONMENT
Incumbent perf rms in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities which do not generally involve muscular strain, but do require activities related to walking, standing, bending, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity is required to perform essential functions. Requires lifting of up to 30 lbs.