Manager Membership Sales

1 week ago

Scarborough Village, Ontario, Canada Toronto Zoo Full time

Looking for a career with a dynamic organization that is committed to protecting wildlife? We are interested in dedicated individuals who are positive, enthusiastic, and passionate about connecting people, animals, and conservation science to fight extinction.

Your Toronto Zoo makes animal well-being a priority in all operations and shows respect for all wildlife.

Basic Function:

Reporting to the Director of Guest Experience, this position is responsible for the operation activities within the Membership Branch which oversees the Toronto Zoo Membership Program.

This position will develop and lead a membership retention, acquisition, and program to achieve the objectives of Toronto Zoo's strategic plan.

This program generates significant revenues for the Zoo and enhances the guest experience. This position is actively involved in the sales training and motivation of new and existing team members.

Responsibilities

  • Ensures that excellent customer service is provided to all Zoo guests, especially our valued Members and that complaints and concerns are responded to in a courteous, efficient manner.
  • Effectively manages and directs the membership program, developing objectives for this area while ensuring efficient utilization of the human and financial resources to achieve established performance targets.
  • Leads Member acquisition and retention strategies and benefit programming such as but not limited to extra value services, events, communications, discounts, and promotions.
  • Oversee the daytoday and online operation of the membership office and kiosk(s) while ensuring timely and effective renewals which utilize streamlined procedures and processes.
  • Oversee Membership including acknowledgements and marketing materials
  • Use data to broaden reach and increase effectiveness of membership program
  • Survey members and benchmark against other institutions to ensure marketcompetitive, impactful member benefits
  • Plan, promote, coordinate, and execute member events with Partnership & Events Branch
  • Work closely with communications team to coordinate message targeting, brand alignment, and zoo mission across all donor communication
  • Stay abreast of all zoo programming and creatively incorporate onsite learning and programmatic opportunities to educate and inform membership base
  • Supports Strategic Communications staff in developing and implementing various communications strategies to engage Members and to encourage multiple visits
  • Ensure regular audits of processing methods.
  • Control of Membership Database and working knowledge of the CRM (Customer Relationship Management) in use at the Zoo.
  • Manage a Gift Membership campaign.
  • Implement a guest/member conversion strategy in collaboration with Guest Relations.
  • Ensure regular reporting on membership program progress to Leadership Team.
  • Responsible for the security and control of all assets for the area, including cash and inventory. Implements a strategy to reduce shrinkage of inventory through theft, damages or improper or insufficient documentation.
  • Works with the Financial Services Branch to provide timely paperwork for financial record keeping and auditing.
  • Researches, recommends, and sources new onsite and online membership driven opportunities to grow revenues and retention rates.
  • Prepares an annual plan and budget encompassing all anticipated program revenues and expenditures for the Membership Branch.
  • Oversees the interviewing, selection, development, evaluation, and management of all assigned staff.
  • Networks with other cultural and tourism institutions, Association of Zoos & Aquariums (AZA), Ontario Professional Ticketing Association (OPTA), Canadian Museum Association (CMA), International Association of Amusement Parks and Attractions (IAAPA) to maintain uptodate information on revenue driven operations and evolving Membership programs and benefits.
  • Monitors and prepares monthly and periodic sales and activity reports for the various revenue streams as required.
  • Participates in various project teams and committees as required.
  • Responsible for ensuring compliance with the Ontario Occupational Health and Safety Act, WHMIS legislation, Technical Standards and Safety Authority regulations and Toronto Zoo Safety Policy; ensuring that all employees are properly trained to work in a safe manner, with appropriate protective equipment and that all accidents and hazards within the area of responsibility are promptly investigated and corrective action taken.
  • Other related duties as requested by the Senior Director and Director.

QUALIFICATIONS

  • Must possess a degree in Business or equivalent combination of education and related experience.
  • Must have a minimum of five years' experience in a managerial role in a large organization. Experience in a fast paced seasonal/ attractionrelated operation preferred.
  • Must have experience managing a membership database and experience in member acquisitions and bene

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