Membership Services Coordinator

Department: Membership FLSA Status: Non-exempt

Salary Range: $46,000 – $47,500

Working Hours: 8:30 am – 5:00 pm, Tuesday through Saturday. Some evenings and additional weekend days as necessary.

Direct Supervisor’s Name and Title: Erin Donnelly, Membership Manager

JOB SUMMARY

The Zoo Society is looking for someone with a passion for enhancing the customer service provided and the welcoming experience enjoyed by members at the Zoo’s Member Entrance. The Membership Services Coordinator provides all levels of support with all aspects of day-to-day member operations at the Zoo’s Member Entrance and within the membership department. This position is an integral part of a team responsible for raising significant funds to support operations and programs while creating engaging experiences for our members.

DUTIES

  • Provide exceptional customer service for members primarily at the Zoo’s Member Entrance while responding to member issues or concerns.
  • Encourage membership purchases, upgrades or adding a la carte items. Accept and process membership fees, donations, and respond to inquiries or feedback. Provide opportunities for member spending and giving.
  • Conserve resources (such as printed materials) and inspire members to support conversation efforts (such as through donations added to membership dues.)
  • Hire, train, and coordinate 2-4 part-time Membership Specialists. Engage part-time staff and maintain an environment where they feel proud of their involvement with the Zoo.
  • Start, coordinate, and close out shifts for daily sales and occasionally event admission. Prepare daily reports. Help both members and staff with issues that require special attention.
  • Utilize and help maintain the membership point-of-sale and CRM systems.
  • Assist with member events and other Zoo events as well as other duties as assigned.
  • Design and implement creative member engagement and appreciation experiences.
  • As part of the front office team, assist guests as needed. This may include first aid, providing golf cart transportation to guests, and making PA announcements.
  • This position is performed primarily in an office environment with moderate to light noise. Walking to various locations throughout the Zoo will create exposure to outdoor elements. This position requires sitting, walking, standing, speaking, hearing, interacting with Zoo public, guests and staff. Working at a computer for long periods of time. Some lifting and carrying up to 40 pounds.

SUPERVISION

Hire, train, and coordinate 2-4 part-time Membership Specialists. Engage part-time staff and maintain an environment where they feel proud of their involvement with the Zoo.

MINIMUM QUALIFICATIONS

Education Requirements:

  • Bachelor’s degree required

Experience Requirements:

  • Must have at least 3 years of relevant experience in member/guest services or customer support.
  • Computer and Microsoft Office competency is required.
  • Proficiency or experience with Salesforce is a plus.
  • Experience working at a museum, gallery, zoo, aquarium, or science center is a plus.
  • Must have a valid New York State Driver’s License.

Skills and Competencies Requirements

Ability to work independently and meet deadlines. Adaptable, with an excitement for learning and a passion for growth. Must have flexible schedule and ability to manage multiple tasks while maintaining a calm and positive demeanor. Must demonstrate strong customer service, organization, and interpersonal and communication skills. The ability to work well with other team members is essential.

Please submit cover letter and resume when applying.

Seneca Park Zoo Society is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Communications Coordinator

Department: Communications

Salary Range: $50,000 – $55,000 FLSA Status: Exempt

Working Hours: Primarily 8:30 a.m. – 5 pm, Monday through Friday. Evenings and weekends are necessary at times.

Direct Supervisor’s Name and Title: Beth LaPierre, Director of Communications and Engagement (DCE)

JOB SUMMARY

The Communications Coordinator manages communication efforts including, but not limited to, website content and management, social media strategy and execution, digital advertising, email, and media relations. The Communications Coordinator is the “voice” of Seneca Park Zoo in digital media and often other marketing communications elements. This position will manage the Zoo and Zoo Society’s owned and earned channels and ensures consistent messaging with the marketing strategy being implemented by the Director of Communications and Engagement (DCE) on the Zoo and Zoo Society’s paid channels. This includes multimedia content creation, campaign strategy, execution, and measurement.

DUTIES

  • Work with the DCE and other departments to proactively plan Zoo communications and branding for coordinated and consistent external messaging.
  • Collaborate with the DCE on plans for promoting the Zoo’s mission, events, programs, and revenue streams in a professional, consistent, and creative way.
  • Prepare written content for materials including but not limited to digital content marketing, press materials, marketing and constituent emails, blogs, the Zoo’s quarterly newsletter ZooNooz, biweekly email newsletter, and other publications.
  • Work with Zoo Society and county staff to create content for the blog, website, and social media channels; manage a schedule of content creation across departments.
  • Manage the content strategy and execution for all Zoo social media channels.
    • Plan and execute daily posts, monitor conversations regarding Seneca Park Zoo on social media and review sites and respond or coordinate appropriate responses; manage the online phase of any crisis communications.
    • Strategically grow social media audiences, engagement, and impact across all channels.
  • Maintain and update the Zoo’s website and with input from Zoo Society staff. Engage our technology partners as needed for structural site changes.
  • Assist with digital advertising strategy and execution directly and through media companies and other marketing channels.
  • Write press releases and media alerts; pitch stories to local media outlets in collaboration with the DCE and Monroe County communications team.
  • In conjunction with County Communications, coordinate onsite media events and press conferences.
  • Serve as liaison between media and Zoo spokespeople, as well as between County Communications and Zoo Society.
  • Oversee schedule and projects for photography volunteers; take photos and video at Zoo events and programs when requested or otherwise necessary.
  • Work with DCE to brainstorm content ideas, facilitate filming, and manage content delivery.
  • Assist in proofreading all collateral material.
  • Other duties as assigned.

SUPERVISION

This position has no supervisory responsibilities.

TECHNOLOGY/EQUIPMENT/TOOLS

Computer, Microsoft Office programs, Adobe Creative Suite, Acrobat, WordPress, Elementor, META Business Suite, basic video editing software, Hootsuite and/or Buffer, and Google Analytics.

PHYSICAL ACTIVITY

This position requires walking, standing, seeing, speaking, hearing, interacting with others, and the ability to work at a computer for an extended period.

WORK ENVIRONMENT

Work is performed in an office environment. Occasionally, may require walking to various locations throughout the Seneca Park Zoo with exposure to outdoor elements.

QUALIFICATIONS

EDUCATION REQUIREMENTS

  • A bachelor’s degree is required, preferably in business, communications, public relations, or marketing related field.
  • Must have valid NY State Driver’s License.

EXPERIENCE REQUIREMENTS

  • At least 3-5 years’ experience in digital marketing or related field is required.
  • Experience with public and media relations, email marketing, content writing and copywriting a must.
  • Must be proficient in WordPress, Adobe programs, Photoshop, and Google Analytics. Proficiency in Microsoft Office programs a must.
  • Experience editing short form video and graphics for social media.
  • Must have proficiency in and a passion for social media platforms, analytics, and content formats including reels, stories, video, posts, and more.
  • Must have excellent writing and proofreading skills.
  • Ability to work on and prioritize a variety of duties while implementing appropriate time management. Strong collaborator and relationship building skills necessary.
  • Ability to think outside of the box and continuously look to improve, both personally and professionally. Self-starter, willing to meet challenges with resourcefulness.
  • Must be able to deal with the public and media courteously and effectively.

Please submit cover letter and resume when applying.

Seneca Park Zoo Society is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees