The Assistant Director of Membership leads the strategy and daily operations of the Zoo’s membership program, focusing on growth, retention, and guest experience. This role oversees a team, collaborates across departments, and ensures a member-focused approach that supports the Zoo’s mission.
Experience Required:
- Three (3) years of experience managing a membership or guest service program, with two (2) years in a supervisory role. An equivalent combination of education and experience to successfully perform the duties of the job will be considered.
Minimum Education Requirements:
- Bachelor’s degree in Business, Marketing, or closely related field.
Department:
- Guest Services and Membership
Direct Supervisor:
- Director of Guest Services and Membership
Supervisory Responsibility:
- Direct (0); Indirect (15)
Primary Work Location:
- Zoo environment, including both indoor and outdoor spaces
Certification:
- None
Other:
- Must pass a pre-employment background check and drug test.
- Must obtain a valid Oklahoma driver’s license within 30 days of hire and pass a driving history check.
Job Summary:
- The Assistant Director of Membership is responsible for driving the vision, strategy, and daily execution of the membership program at the Oklahoma City Zoo.
- This leadership role integrates sales, guest service, marketing, and data operations to ensure continued growth and retention of members.
- Reporting to the Director of Guest Services and Membership, the Assistant Director fosters a member-centric culture, oversees a team, and collaborates across departments to ensure a seamless and rewarding membership experience that supports the Zoo’s mission.
Essential Job Functions
- An employee in this position may be called upon to do any or all of the following essential duties:
- Design and implement annual and long-term membership growth and retention strategies aligned with Zoo objectives.
- Continuously analyze and refine membership offerings using market research, visitor feedback, and industry benchmarking.
- Lead special program areas including gift memberships, reciprocal benefits, and donor upgrade initiatives.
- Collaborate with Marketing and Public Relations to drive multi-channel membership campaigns and communications.
- Facilitate membership mailings, including coordinating renewal and lapsed member communications.
- Conceptualize and manage member engagement programs including member-only events, seasonal promotions, and welcome/renewal campaigns.
- Maintain consistent brand presence in all membership materials and throughout the Zoo.
- Develop, monitor, and manage the membership program’s annual revenue goals and budget; proactively adjust tactics to meet or exceed financial targets.
- Serve as point person for CRM use overseeing data integrity, segmentation, and analytics.
- Process membership orders as well as coordinate and assist a team of employees with data entry.
- Generate timely reports and dashboards for leadership on acquisition, retention, demographics, and revenue.
- Recommend and implement process improvements for greater system efficiency and guest experience quality.
- Supervise staff and leads working in Zoofriends; provide training, performance coaching, and professional development.
- Work in collaboration with Guest Services, Admissions, and Finance to ensure smooth daily operations and fulfillment.
- Ensure excellent frontline customer service and act as escalation point for complex member concerns.
- Coordinate membership meetings and events both internally and externally.
- Partner with key departments—including PR/Marketing, Events, Guest Services, and Conservation—to integrate membership into Zoo-wide initiatives and serve as the primary liaison for cross-departmental coordination and communication.
- Facilitate off-site membership promotions as needed.
- Represent the Zoo at off-site promotions, community events, and professional networking opportunities.
- Serve as back-up to on-site membership sales staff during peak attendance periods.
- Participate in conservation activities to support the Zoo’s mission.
- Non-Essential Job Functions
- Perform other duties as assigned.
Salary
- $70,557.00 - $88,196.00 Annual Rate
