Membership and Loyalty Program Coordinator

Organization: Point Defiance Zoo & Aquarium of Metro Parks Tacoma (AZA Member)
Location: Tacoma, WA, Country
Job or Internship: Job

Metro Parks Tacoma is seeking a Membership & Loyalty Program Coordinator to oversee the day-to-day operations of membership services and the loyalty rewards program at Point Defiance Zoo & Aquarium. This position will focus on customer service, acquisition, retention and renewal of members, benefit fulfillment and data management.

CLOSING DATE: Applications must be postmarked by February 28, 2014

STARTING PAY RANGE: $22.73 – $29.55 per hour (Red Pay Band)

CLASSIFICATION: This position is classified as a career full-time non represented posit

This position is eligible for benefits.


 The Membership & Loyalty Program Coordinator is responsible for oversight of the day‐to‐day operations of membership services and the loyalty rewards program at Point Defiance Zoo & Aquarium; emphasis on customer service, acquisition, retention and renewal of members, benefit fulfillment and data management. Support admissions/membership services and customer service activities; prepare and monitor department budget expenditures; train, supervise and evaluate the performance of assigned staff.

 Assist with development of the Membership budget, revisions and spending plans; monitor and control expenditures; analyze and prepare revenue projections and profit and loss statements as needed. Works with Visitor Services Supervisor to develop goals and objectives, planned revenues and expenses.

 Implement membership plan to increase membership enrollment; upgrades to higher categories; retention plan; innovative renewal program to meet membership sales targets.

 Analyzes data from Business Intelligence to increase member spending and meet sales targets.

 Assist in the production of membership materials and coordinates with Marketing on member communications including brochures, monthly renewals, e-newsletters, invitations and website content.

 Assist Marketing and Education staff with planning member events and programs.

 Stay abreast of current national trends in membership and rewards programs.

 Implement divisional responsibilities within the departmental Strategic Planning directives and initiatives; establish divisional benchmarks and performance measurement objectives in accordance with the adopted comprehensive Strategic Plan for the District.

 Effectively involve staff in decision‐making and goal setting process.

 Oversee and assure compliance with District guidelines for the collection, processing, and security of daily membership cash receipts; security of member information; maintain procedures for ticket stock management, control and security.

 Provide information, assistance and directions to Zoo visitors; receive and resolve complaints and issues as required; assist lost children and others as appropriate.

 Prepare and maintain a variety of records and reports.

 Perform other duties as assigned.


Bachelor’s degree and a minimum of two years of membership experience required. Must have experience working with direct mail and telemarketing. Experience with membership databases, Excel, Crystal Reports and SQL preferred.

LICENSE & OTHER REQUIREMENTS: Must be able to work a flexible schedule to include weekends and holidays. Must be able to obtain a valid First Aid and CPR card within the probationary period. Employment is subject to a Washington State Patrol background inquiry pursuant to RCW 43.43.832. Job applicants must be able to prove authorization to work in the United States at the time of a job offer as required by the 1986 Federal Immigration Reform and Control Act. Documentation establishing authorization to work may include a Social Security Card, picture ID and/or other approved documentation.

PHYSICAL DEMANDS: Dexterity of hands and fingers to operate a cash register. Climbing ladders and working from heights to store and shelve merchandise. Reaching overhead, above the shoulders and horizontally. Walking and standing for extended periods of time. Kneeling or crouching. Hearing and speaking to exchange information. Seeing to read and prepare record and reports. Moderate lifting up to 25 pounds.

ENVIRONMENT/HAZARDS: Standard office work environment. Working outdoors in extreme weather conditions. Constant interruptions. Emergency medical situations. Contact with dissatisfied or abusive individuals.

APPLICATION PROCESS: Applicants must submit an official Metropolitan Park District application form, along with completed supplemental questionnaire. Resumes received without the required application form will not be accepted. Applications can be obtained at the Metro Parks Tacoma Administration building located at 4702 S. 19th St., Tacoma, WA 98405 or by visiting the Metro Parks Tacoma web site at Accommodation to participate in the job application and/or selection process for employment will be made upon request with reasonable notice. Please contact the Human Resources Department for further information.

Please clearly indicate the position that you are applying for on the application form. A completed and signed application form, along with completed supplemental questionnaire, is required. A response of "see resume" will not be considered an adequate response and may eliminate you from the process, however, you may attach a resume. The information from your resumes will not be used to determine if minimum qualifications are met. All qualifying information must appear on the application form. It is the responsibility of the applicant to supply sufficient information and detail to permit a proper evaluation of your qualifications and ability as they relate to the position. It is your responsibility to make copies of your application and/or resume if needed. Metro Parks Tacoma will not return or make copies of any items supplied for the application process.

SELECTION PROCESS: Those applicants showing evidence of meeting the minimum qualifications and appraisal of experience and training may be scheduled for further review. Metro Parks may elect to give an exam to those candidates scheduled for further review. It is the responsibility of the applicant to supply sufficient information and detail to permit Metro Parks to properly evaluate their qualifications and abilities as they relate to the position. The selection process can take six weeks or longer. Please do not contact the Human Resources Department with questions regarding your status.

EQUAL OPPORTUNITY: All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, political affiliation, disability or any other merit factor.

EMPLOYEE BENEFITS: Metro Parks employees receive 12 paid holidays, 12 days of sick leave, and 12 to 30 vacation days a year depending on length of service with Metro Parks. All employees of Metro Parks Tacoma are required to enroll in the Washington State's Public Employees Retirement System (PERS). All employees are also covered by Social Security. Employees are able to select medical and dental coverage from available plans. Metro Parks contributes a percentage towards the monthly cost of medical and dental coverage for employees and their dependents. Life insurance is provided at no cost to the employee. It is equal to the employee’s annual salary.

EMPLOYMENT: This position will require weekend shifts and may require night shift, holiday, and overtime. All career positions have a 9-month probationary period. Metro Parks Tacoma is a drug and alcohol free workplace. Metro Parks Tacoma values self-accountability, teamwork, community, environmental sustainability, profitability and superior customer service.