Director of Guest Experience, Member Relations, & Retail

Erie Zoo is seeking an experienced Director of Guest Experience, Member Relations and Retail to lead key visitor-facing operations, including admissions, memberships, retail and guest amenities.

As a member of the Senior Leadership Team, the Director will play a central role in elevating the overall guest experience while ensuring strong commercial and operational performance across the organisation.

With a passion for hospitality and exceptional visitor service, the successful candidate will oversee the gift shop and amenities, including the carousel, concessions, train and profit-sharing opportunities, balancing world-class guest service with robust fiscal health.

Responsibilities

• Deliver an exceptional guest experience while supporting the Zoo’s commercial and financial goals.
• Provide leadership for the Guest Services team, ensuring effective communication, training and performance across visitor-facing operations.
• Develop and implement strategies to continuously improve guest experience, using guest feedback and performance data to identify opportunities.
• Create business reports using market analytics, attendance and sales data to inform commercial and operational strategies.
• Develop new earned-revenue opportunities across admissions, memberships, retail, concessions, attractions, animal experiences and other onsite activities.
• Develop and manage budgets across multiple visitor-based revenue operations, monitoring performance and identifying opportunities for growth and cost savings.
• Lead membership acquisition and retention strategies, researching and implementing new approaches to grow the Zoo’s membership base.
• Work with Marketing and Events to develop promotions, packages and initiatives that increase attendance, membership and revenue.
• Oversee the Zoo’s gift shop, including purchasing strategy, visual merchandising, inventory and sales performance.
• Manage relationships and contracts with food service operators, third-party retailers, vendors, tourism partners and other commercial partners.
• Develop and maintain SOPs for guest-facing operations to ensure consistent standards, efficiency and outstanding service.
• Collaborate with HR on recruitment, supervision, training and development of Guest Services staff, including organisation-wide hospitality training.
• Oversee the condition, appearance and cleanliness of guest areas, including restrooms, walkways, waste facilities and public-facing buildings.
• Benchmark performance against comparable zoological institutions and use findings to support continuous improvement.
• Work collaboratively across the Zoo to identify and develop new opportunities to enhance the visitor experience and increase net revenue.

Qualifications & experience

• Bachelor’s degree in business administration or a related field preferred, ideally with an emphasis on guest experience or hospitality.
• Minimum of 5–7 years of progressive management experience within guest services or a related operation.
• Strong commitment to delivering exceptional guest experiences and continually improving customer service.
• Strong financial and commercial acumen, including experience managing budgets across multiple departments and developing earned-revenue opportunities.
• Excellent leadership, coaching, team development and team-building skills.
• Strong analytical skills, with the ability to interpret financial, sales, attendance and other performance data to inform business strategy.
• Experience with purchasing, retail operations and visual merchandising.
• Experience using point-of-sale systems and online platforms; experience with DonorPerfect, FocusPoint and FreedomPay is an advantage.
• Excellent interpersonal, written and verbal communication skills, with the ability to collaborate effectively across departments.
• Strong computer skills, including Microsoft Office.
• Demonstrated ability to think strategically, develop innovative approaches and work collaboratively.
• Valid driver’s licence and willingness to work occasional evenings, weekends and holidays to support Zoo events.
• High standards of integrity, professionalism and respect.