Director of Membership, Visitor and Volunteer Services

DENVER BOTANIC GARDENS INC • Denver, CO

5h • Onsite

About The Position

This position is responsible for revenue generation through the Denver Botanic Gardens Membership program, sales and customer service through the Visitor Services and Resource Center operations, and leveraging our volunteer workforce through the activities of the Volunteer Services department.
The Director strategizes, plans, evaluates, promotes and analyzes these programs, manages and develops a team of employees, develops and manages budgets, and serves as a Gardens leader in organizational planning and operations.

Requirements

• Must have knowledge of crowd management, ticketing, or related best practices.
• Proven ability to handle multiple priorities at one time effectively.
• Ability to handle stressful customer situations effectively and be able to positively resolve them.
• Must have an understanding of CRMs, data entry, and analysis.
• Knowledge of analyzing, budgeting, forecasting income and/or funding.
• Knowledge of basic data programming and math logic.
• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.
• Bachelor's degree from four-year college or university in marketing, public relations, related field or equivalent work experience is required.
• Minimum of 10 years of senior level leadership of a front-facing, multi-faceted customer service organization or department, motivating and managing people to excellence.
• Minimum of six years of experience analyzing, budgeting, forecasting income and/or funding, on annual basis, preferably in a non-profit environment, preferably membership.
• Must have prior experience with nonprofit fundraising membership programs in particular.

Nice To Haves

• Knowledge of Ticketure, SalesForce and Financial Edge software a plus.

Responsibilities

• Maintains daily communication with direct reports to ensure efficiency and outstanding customer service throughout the department.
• Maintains daily communication with department Managers and staff to ensure a welcoming environment for all visitors, members, volunteers and guests.
• Supports the Associate Director of Volunteer and Visitor Experience in strategizing outreach opportunities, recruitment and recognition efforts to continue the ongoing diversification and growth of the volunteer program at Denver Botanic Gardens.
• Provides direct feedback and oversight regarding staffing decisions, departmental structure and responsibilities.
• Prepares necessary reports including but not limited to qualitative, quantitative, financial and analytical reports for planning and reporting purposes.
• Creates and meets related revenue and expense budgets.
• Ensures consistent and safe member, visitor and volunteer experience by providing expectations, training, and any additional resources necessary.
• Coordinates membership, visitor and volunteer strategies with overall Master Development Plan and Denver Botanic Gardens goals with the CEO.
• Directs the creation of membership themes, signs, and brochure messages for all promotions, solicitations, benefits, web content and other related events.
• Coordinates with the marketing department for consistent on-site messaging and signage as well as advertising to drive membership and gift membership purchasing.
• Resolves escalated and complex membership, visitor and volunteer issues.
• Oversees all technology and database functions related to Membership, Visitor and Volunteer Services.
• Directs the investigation of Membership, Visitor and Volunteer Services trends as well as advanced technology research to promote and serve the Membership, Visitor and Volunteer Services Programs.
• Leads the collaboration efforts with all Gardens departments to ensure the highest quality experience for all Denver Botanic Gardens members, visitors and volunteers.
• Attends all meetings necessary as Membership, Visitor and Volunteer Services Representative including the leadership team.
• Fosters a department where individuals are encouraged to work independently and as team members.
• Maintains satisfactory working relationships with officers, managers, co-workers and others.
• Maintains a positive, helpful and solution-oriented demeanor when responding to or serving prospects, donors, members, volunteers and visitors.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Benefits

• Our major benefits include a choice of Medical Plans, a Dental and Vision Plan and Life Insurance Plan.
• We have a Flexible Spending Account (FSA) and a Healthcare Spending Account (HSA).
• The Gardens offers a generous Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants.
• The Gardens also offers paid holidays, vacation, sick time, and access to personal lines of insurance.
• Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP) and an RTD ECO pass.
• For eligible employees, The Gardens employment also includes a complimentary Denver Botanic Gardens Membership, access to Gardens education classes and summer concert tickets.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees