Guest Experiences Database Systems Specialist

Denver Zoo is a leader in animal care, wildlife conservation and education.  We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations. 

Denver Zoo honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect and by embracing our Core Values of: Welcoming, Curious, Courageous, Transformative and United in all that we do 

The Guest Experience Database Systems Specialist advances Denver Zoo’s mission and goals by coordinating the management and development of Denver Zoo’s point of sale system (POS), CRM, and email marketing system. This position will work with the Guest Experiences Database Manager to build all programs, events and items in the system; and collaborates with IT department on upgrades and enhancements as needed based on department needs.

Our staff is a dedicated and diverse group of individuals committed to providing quality care to our animals while creating moments of awe for guests.  If you are a like-minded individual and thrive in a dynamic, fast paced and innovative culture, Denver Zoo is the place for you! 

Essential Duties and Responsibilities

• Support the Tessitura program, item, and event construction by instituting a streamlined build-request protocol in collaboration with other teams and proficiently fulfill build requirements within designated timelines.
• Assists in managing upgrades in conjunction with the IT department.
• Supports zoo-wide reporting needs from Tessitura database and analytics platform (SCFD information revenue, attendance numbers, zip code data, registrations, bookings, sales, and miscellaneous reports as requested)
• Collaborate with Earned Revenue and Strategy Manager to leverage new functionality in the system to exceed earned revenue program goals.
• Manage chargebacks and credit reconciliations.
• Review and update TNEW and Denver Zoo web sites including descriptions and sources.
• Manage subscription lists and work collaboratively with Communications team for email marketing.
• Network with other Tessitura clients to identify ways to optimize builds within the system to maximize revenue and exceed goals.
• Acts as project specialist for internal projects as needed.
• Works proactively and in collaboration with the Conservation Learning and Engagement department for scheduling, building, and launching educational programs, camps and animal demonstrations and experiences.
• Builds and fosters a collaborative approach with the concierge and call center teams.
• Assists in the creation of database standard operating procedures (SOP’s)

Other Duties and Responsibilities

• Other assistance, as designated by the Guest Experiences Database Manager, to support the overall goals of the department and organization.  Denver Zoo retains the right to add or change duties and/or responsibilities at any time.
• Work with manager to understand and operate within annual budget; creates department P.I.s as needed; efficiently utilizes resources and looks for opportunities to improve processes; demonstrates a high degree of financial responsibility.
• This position will interact with staff members across the organization, in addition to members of external organizations and the public. 

Technical / Professional Requirements & Qualifications

• Completion of a high school degree or equivalent required, or any equivalent combination of education and/or experience. 

• 2-years of experience in data analytics and systems management, working in a nonprofit or cultural institution are preferred, or any equivalent combination of experience, lived experience, and/or special skills.

• Basic computer skills, including Microsoft Office Suite are preferred, especially Excel.

• Familiarity with Tessitura or similar POS/CRM is a significant plus.

• Requires organizational skills, written and oral communication skills, attention to detail, and ability to prioritize work and tasks. Requires adaptability to produce and meet deadlines in a fast-paced, multi-task and changing environment, and the ability to work as part of a team.

• Requires the ability to embrace, support, and integrate Denver Zoo’s philosophies to promote and demonstrate its commitment to diversity, inclusion, equity, and anti-racism.

Position Conditions 

• Ability to pass a  background check and pre-employment drug and alcohol screen.
• Schedule Availability: Monday-Friday with some weekend and after-hours as needed