Senior Director of Guest Experience

Saint Louis Zoo • Saint Louis, MO

3d • Onsite

About The Position

The Sr. Director of Guest Experience is the leadership position responsible for driving the guest relationship from first contact through long-term loyalty. This role leads multiple high-impact functions — Events (Public and Private), Sales, Membership, Guest Experience (Tours, Guest Relations and Group Ticketing) — with accountability for revenue generation, guest satisfaction, and the delivery of exceptional experiences that reflect our organizational mission and vision. Reporting directly to the Chief Experience Officer, this leader will serve as an integrating force across the guest-facing organization. The ideal candidate is a strategic operator and people-first leader who thrives at the intersection of hospitality, community engagement, and business performance.

Requirements

• 7+ years of progressive leadership experience in guest experience, hospitality, events, membership, sales, or a related guest-facing field
• Demonstrated experience managing and developing high-performing teams across multiple functional areas
• Proven track record of driving revenue growth through events, sales pipelines, ticketing, or membership programs
• Strong budget management skills, including forecasting, expense oversight, and reporting to senior leadership
• Exceptional collaboration and communication skills — able to build trust across departments and with external stakeholders
• Experience using data and metrics to guide decisions, measure performance, and communicate results
• Guest-centered mindset with a commitment to creating meaningful, inclusive experiences
• Demonstrated ability to resolve service issues with empathy, judgment, and professionalism
• All successful candidates for this position will be required to undergo a criminal background check.

Nice To Haves

• Experience in a zoo, museum, attraction, or mission-driven hospitality or cultural institution
• Familiarity with CRM platforms, ticketing systems, or membership management software
• Background in developing tiered membership, loyalty, or premium experience programs
• Experience overseeing guest services or front-line hospitality operations at scale

Responsibilities

• Lead, develop, and inspire a team of directors and staff across departments
• Establish clear performance standards, provide regular coaching, and cultivate a high-accountability, high-creativity team culture
• Manage hiring, onboarding, professional development, and succession planning across all four major functions
• Foster cross-departmental collaboration and serve as a key liaison to organizational leadership
• Partner with the Director of Events to oversee planning, execution, and evaluation of all public, private, and internal events.
• Establish operational standards and a consistent event framework that elevates guest experience while improving efficiency and scalability.
• Partner with Marketing & Communications to ensure events align with brand storytelling and drive visibility and attendance
• Build and maintain a pipeline of new event concepts that expand revenue and deepen community connection
• In partnership with the Director of Event Sales, lead the Zoo's group sales and private venue rental efforts with a focus on sustainable, relationship-based growth
• Develop and manage a multi-channel sales strategy that supports organizational goals
• Track and report on pipeline activity
• Represent the organization externally as a credible and compelling voice for partnership and engagement
• With the Director of Membership, lead the full membership lifecycle — acquisition, onboarding, engagement, renewal, and lapsed-member recovery — with a focus on retention and lifetime value
• Develop tiered membership offerings and benefits structures that reflect guest needs and support organizational positioning
• Leverage data and guest insights to personalize outreach, improve conversion, and increase member satisfaction
• Collaborate with Experience and Education teams to ensure members receive meaningful, differentiated access and programming
• Oversee the design, staffing, and delivery of all guided and self-guided tour offerings, including general admission, behind-the-scenes, and premium experiences
• Identify opportunities to expand and price premium tour products in support of broader revenue goals
• Monitor guest feedback and operational data to continuously refine tour offerings and scheduling in partnership with the research teams
• In partnership with the Director of Guest Experience, lead strategy and set pricing, packaging, and capacity strategies that balance revenue goals with guest flow and on-grounds experience
• Streamline booking, payment, and confirmation processes to reduce friction for group organizers and front-line staff
• Oversee guest services functions, including front-line support, issue resolution, accessibility accommodations, and feedback management
• Establish service standards and response protocols that ensure timely, empathetic resolution of guest concerns
• Use guest feedback trends to inform operational improvements and elevate the end-to-end guest journey
• Champion a culture of hospitality and service excellence across front-line teams

Benefits

• The Saint Louis Zoo is committed to the Three Keys (Animals Always, People Matter, and Operational Excellence) and Core Values (Community, Creativity, Openness, Integrity, and Life-Work Balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed