Title: Senior Manager of Guest Services & Membership

Reports to: Senior Director of Retail, Sales, and Visitor Services

About Butterfly Pavilion:

 At Butterfly Pavilion, we transform the way people think about invertebrates. These small but mighty animals that surround us are so much more than people think. They are everywhere because everything depends on them. They are the hidden heroes of the animal kingdom. As the leader in invertebrate knowledge, inspiration and connection, Butterfly Pavilion works to foster an appreciation of these critical animals by educating the public about the need to protect and care for threatened habitats globally, while conducting research for solutions in invertebrate conservation. Whether it is providing unique, firsthand learning experiences in our exhibits and educational programs, conducting new research that sets the standard for zoos across the country or building innovative solutions for species and habitat conservation in countries around the world, Butterfly Pavilion is leading the way in ensuring invertebrates are protected for the future.

Our Core Values are a large part of who we are as an organization:

• Make Science Cool
• Love What You Do
• Go Above and Beyond
• Lead Change
• Know Your Stuff
• Be Positive
• Welcome All

These aren’t just words, but words to live by here at Butterfly Pavilion.

FLSA Status & Classification: Exempt | Full-Time

Schedule: Ability to work flexible hours with a varied schedule including evenings and holidays. Weekend availability required.

Salary Range: $60,000-$65,000

Benefits:

• Medical, Dental, Vision, Basic Life/AD&D, LTD, STD, and Employee Assistance Program
• Voluntary Life, ID Shield, Legal Shield, and Pet Insurance plans available
• Retirement Savings 401(k) Plan with employer match
• Paid holidays, vacation, sick time
• One personal holiday per year and anniversary paid day off during the month of anniversary
• Butterfly Pavilion Membership and 25% Gift Shop discount

Position Summary:

The Senior Manager of Guest Services and Memberships leads the strategy and daily operations for guest experience and membership growth at Butterfly Pavilion. This role manages the Guest Services team-including associates, leads, and coordinators- and are responsible for providing the direction and leadership necessary to ensure the success of the Butterfly Pavilion guest services team; ensuring high-quality, personalized service and operational excellence. They cultivate and grow Butterfly Pavilion’s membership base by providing a first class guest experience, using data insights to build a stronger, customized relationship with each member, and developing a membership brand that puts the member at the forefront of our guest experience. Key responsibilities include increasing membership acquisition and retention through targeted marketing, onboarding enhancements, and exclusive benefits; improving guest satisfaction via staff training and real-time feedback systems; and driving revenue growth through upselling, strategic partnerships, and data-informed pricing. The Senior Manager sets the standard for guest-facing excellence and cultivates a strong membership brand that prioritizes the member experience.

Essential Functions & Responsibilities:

• Uphold the standard of excellence and act as an exemplary role model for employees.
• Set the tone of the guest experience by creating a welcoming environment by greeting each guest and member with enthusiasm and processing admission with accuracy.
• Be knowledgeable about all areas of Butterfly Pavilion and accurately share the information with guests and members through face-to-face interactions, phone and email.
• Assist Guest Services Team with daily tasks including but not limited to answering the main phone line and transferring calls, processing admission tickets, new memberships and renewals, discounts and phone reservations through the POS system, creating membership packets, and other duties as needed.
• Increase membership acquisition and retention
• Implement a targeted marketing campaign to attract new members, focusing on key audiences (e.g., families with young children, grandparents, and couples).
• Develop and promote limited-time offers or incentives (e.g., discounted memberships during the 30th-anniversary celebration).
• Enhance the onboarding process for new members by creating welcome kits and personalized communication during the first 90 days of membership.
• Launch a referral program encouraging existing members to invite friends and family to join.
• Enhance guest and member satisfaction
• Train guest services staff to deliver exceptional customer experiences, focusing on personalized interactions and problem resolution.
• Collect real-time feedback from members and guests via surveys, comment cards, and digital tools to identify and address areas of improvement.
• Introduce exclusive member benefits such as early access to events, VIP experiences, and behind-the-scenes tours.
• Improve wayfinding and digital resources, including an updated member webpage, to enhance the overall guest experience.
• Drive revenue growth through membership and guest engagement
• Be extremely knowledgeable about membership levels, pricing, policies and procedures.
• Address member issues and needs accurately and timely.
• Develop upselling opportunities such as family membership upgrades, add-ons for guest passes, or exclusive access to special programs (e.g., the traveling exhibit).
• Create strategic partnerships with local businesses and organizations to offer value-added perks for members, such as discounts or bundled experiences.
• Increase engagement through events tailored to specific member segments (e.g., family movie nights, adult-only evening programs, or intergenerational activities).
• Analyze member and guest data to identify trends and inform future pricing strategies, ensuring competitive yet revenue-positive pricing.

Competencies:

1. Building Teams – Listens and responds constructively to ideas, promotes cooperation, enlists the active participation of team members. Able to select candidate for key position utilizing behavioral interviewing techniques, understands departmental needs and objectives as it relates to personnel. Anticipates how others may respond, notices and accurately interprets other behavior, understands unspoken meanings, has understanding of own behaviors, strengths, and abilities.
2. Coaching and Developing – Provides behaviorally specific feedback, shares information and regularly meets with staff or volunteers to determine progress, offers suggestions and ways for other to be successful.
3. Communication Skills – Speaks clearly and can easily be understood. Able to share information verbally with others to exchange information or ideas. Expresses ideas clearly and concisely in writing. Tailors communications to audiences and uses appropriate business writing style (correct spelling, punctuation, writes grammatically).
4. Department Knowledge – Demonstrates knowledge and understanding of key aspects of the department and position (specific to operational features with ATMS and Clover applications). Effectively applies and uses technology, keeps informed and up-to-date, regarding technical trends and advancements, understand and can use various software applications utilized by the organization (ATMS Outlook, MS Office, Clover, etc.)
5. Innovation/Creative Thinking – Develops or supports new approaches, ideas, methods, or technologies.
6. Decision Making – Ability to make decisions in a timely manner. Selecting logical choice from available options by considering all alternatives, forecasting the outcome of the options, and determining which is best for the situation.

Position Qualifications and Experience:

• Proficient technology skills, including Microsoft Office 365, as well as ability to run and teach our POS/database system (ATMS and Clover).
• Proven critical and conceptual thinking
• Proactive mindset, and a solid understanding of implementing and directing results-oriented operations
• Ability to define goals, meet urgent deadlines, organize and prioritize projects and create solutions to unforeseen projects.
• Have working knowledge of all aspects of Butterfly Pavilion business, including education, Research and Conservation efforts.
• Proactive mindset, and a solid understanding of implementing and directing results-oriented operations.
• 4+ years or more related experience in guest services
• 2+ years Project Management and coordination of teams or services industries.
• HS Diploma or Equivalent
• Bachelor’s Degree preferred
• Bilingual preferred

Work Environment & Physical Requirements:

While performing the responsibilities of this position, these work environment characteristics are representative of the environment the position will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

• At Butterfly Pavilion, the employee is occasionally exposed to moderate to loud environmental noise for extended periods of time.
• While performing the responsibilities of this position, the employee is required to talk and hear. The employee is often required to sit and stand, use their hands and fingers, to handle/feel/grasp. The employee is occasionally required to reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Employee should be able to lift, carry any items up to 50 lbs.

How to Apply:

Butterfly Pavilion is an Equal Opportunity Employer and encourages people of all backgrounds to apply for open positions and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty or veteran status.

Applicants must submit a Resume and Cover Letter.

Position is open until filled. No phone calls or drop in’s please.

Note: An offer is contingent upon passing of a criminal background check.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://butterflies.applicantpro.com/jobs/3791831-21051.html