Maxtivity

Compensation: $120,000.00 - $135,000.00 (Annually)

The Director of Membership leads the Oregon Zoo Foundation’s membership program as a key driver of guest engagement, earned revenue, donor pipeline development, and long-term constituent loyalty. Reporting to the Foundation Director, this position is responsible for developing and implementing strategies that strengthen membership acquisition, retention, engagement, and conversion while ensuring an exceptional member experience and cultivating pathways that deepen member engagement and inspire philanthropic support.

Working closely with Foundation and Zoo leadership, including Development, Communications, Guest Services, Operations, Marketing, and Finance, the Director positions membership as a central component of the visitor experience and a critical entry point into a lifelong relationship with the Oregon Zoo. The Director oversees a high-performing team and uses data, constituent insights, and industry best practice to drive continuous improvement, strengthen member loyalty, increase member-to-donor conversion, and expand the impact of the membership program in support of the Oregon Zoo and Oregon Zoo Foundation.

• Provide strategic leadership for the Oregon Zoo membership program, aligning membership goals and initiatives with the missions, priorities, and long-term objectives of the Oregon Zoo and Oregon Zoo Foundation;


• Develop and implement strategies that grow membership participation, increase member loyalty, and strengthen the overall value proposition for members;


• Oversee multichannel efforts to acquire, retain, renew, and upgrade members while fostering meaningful long-term relationships with constituents;


• Ensure the delivery of a high-quality member experience and continuously evaluate opportunities to improve member engagement, service, and satisfaction;


• Establish performance measures and utilize data to evaluate program effectiveness, identify trends, and drive continuous improvement;


• Develop and maintain membership dashboards and reporting that provide actionable insights related to membership growth, retention, engagement, revenue, and constituent pipeline development;


• Benchmark membership practices and identify opportunities to strengthen program performance through innovation, process improvement, and industry best practices;


• Oversee a membership team that delivers in connecting with the Oregon Zoo member pool, grows membership, supports 7-day per week operations, and is a connection point for constituents; and


• Serve as the foundation’s primary spokesperson and subject matter expert on membership strategy and performance.

Partnership & Organizational Collaboration

• Develop trusted and collaborative relationships with colleagues across the Foundation and Oregon Zoo, including Operations, Guest Services, Marketing, Communications, Finance, and other departments;


• Serve as the primary liaison between the Foundation and Zoo on matters related to membership operations, member experience, admissions, ticketing, and constituent engagement;


• Partner with Zoo and Foundation leadership to strengthen the integration of membership within the overall guest experience and constituent journey;


• Collaborate with the Development Director and Communication Manager to build pathways that deepen member engagement and support member-to-donor conversion;


• Support the development and implementation of member communications, stewardship strategies, and engagement initiatives that advance Zoo and Foundation goals;


• Lead or participate in cross-functional projects involving membership systems, technology integration, admissions, customer support, and process improvement; and


• Serve as a liaison with external vendors and consultants supporting membership and constituent data

Leadership & Management

• Directly supervise membership staff and provide leadership that promotes accountability, collaboration, professional growth, and exceptional service;


• Establish department goals, priorities, and performance expectations that support organizational objectives;


• Allocate staff and resources to ensure effective and efficient program operations;


• Foster a culture of continuous improvement, learning, innovation, and high performance;


• Recruit, develop, mentor, and retain a high-performing membership team;


• Conduct performance evaluations and support employee development through coaching, feedback, and goal setting;


• Develop and manage departmental budgets, forecasts, contracts, and vendor relationships;


• Actively participate as a member of the Foundation leadership team and contribute to a welcoming, inclusive, healthy, and productive workplace;


• Perform other duties as assigned.

Qualifications and Requirements

• Proficiency with constituent relationship management (CRM) systems, data analysis tools, Microsoft Office Suite, and other business applications used to manage customer and constituent relationships;


• Demonstrated ability to use data, analytics, and performance metrics to inform strategy, evaluate outcomes, and drive continuous improvement;


• Strong understanding of customer service, constituent engagement, membership, loyalty, or subscription-based business models;


• Excellent interpersonal, verbal, written, and presentation communication skills;


• Ability to build collaborative relationships across departments and effectively partner with diverse stakeholders;


• Strong organizational, project management, and problem-solving skills with the ability to manage multiple priorities in a dynamic environment;


• Demonstrated ability to lead, coach, and develop high-performing teams;


• Minimum of 7-10 years of progressively responsible experience in membership, development, customer engagement, loyalty programs, marketing, or related fields in a cultural attraction;


• Minimum of five years of management experience, including responsibility for staff leadership, budgeting, and program performance;


• Experience developing and managing revenue-generating programs, constituent engagement initiatives, or customer-focused service operations;


• Commitment to fostering an inclusive, welcoming, and customer-centered culture; and


• Strong commitment to the mission, vision, and values of the Oregon Zoo and Oregon Zoo Foundation.

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About the Organization

Our mission is to foster community pride and involvement in the Oregon Zoo and to secure financial support for animal wellbeing, species recovery and conservation education.

The Program Manager works collaboratively with their Program Director to develop program materials…