Chief Experience & Revenue Officer

Santa Barbara Zoo is seeking a creative and commercially focused leader to join its executive team as its first Chief Experience & Revenue Officer, leading guest experience and earned revenue strategy at the California attraction.

About the role

Reporting to President and CEO Charles Hopper and serving on the Executive Leadership Team, the Chief Experience & Revenue Officer will oversee the Zoo’s guest-facing programmes and commercial operations, bringing together hospitality, audience development, experience design and revenue generation.

The newly created role comes as Santa Barbara Zoo moves forward with its 2026–2030 strategic plan and prepares for an ambitious master planning programme.

Key responsibilities include:

• Leading the end-to-end guest experience and establishing a hospitality-first approach across the Zoo
• Overseeing admissions and ticketing, food and beverage, retail, events, facility rentals, marketing and guest services
• Developing pricing, yield and commercial strategies to drive sustainable earned-revenue growth
• Creating seasonal programmes, signature events and new visitor experiences
• Growing and diversifying audiences across the region
• Strengthening membership and supporting long-term visitor and donor engagement
• Using ticketing, CRM, point-of-sale and audience data to inform commercial and operational decisions
• Working with conservation, animal care, science and education teams to incorporate the Zoo's mission into the visitor experience
• Contributing to the Zoo's master planning and future campus development
• Recruiting, developing and leading high-performing guest experience and revenue teams

The CXRO will balance commercial performance with the Zoo's conservation and education mission, identifying new opportunities to increase revenue while creating memorable experiences that strengthen visitors' connections with wildlife.

About you

Santa Barbara Zoo is looking for an experienced executive who combines creativity and a strong understanding of guest experience with commercial and financial expertise.

Candidates should bring:

• Progressive leadership experience in guest experience, attractions, hospitality, cultural institutions or a related field
• Executive-level responsibility for both revenue and customer experience
• A proven track record of growing earned revenue
• Experience leading multidisciplinary teams across areas such as admissions, food and beverage, retail, events and guest services
• Experience developing new experiences, commercial opportunities or business models
• Strong knowledge of pricing strategy, CRM and audience insights
• A collaborative, guest-focused and mission-driven leadership style
• A commitment to equity, inclusion and accessibility
• A bachelor's degree or equivalent professional experience

Experience within a nonprofit or cultural organisation is preferred, while previous experience with a zoo, aquarium, museum, botanical garden or major visitor attraction would be an advantage.