Senior Manager of Guest Services

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 Butter