Senior Guest & Member Experience Lead

DISCOVERY WORLD LTD; Milwaukee (WI); On-site; USD 65,000 - 75,000; Full time

Job summary

Discovery World in Milwaukee seeks a Senior Manager of Guest & Member Engagement to lead guest services, membership, and ticketing operations, ensuring welcoming, inclusive, and mission-aligned experiences for all visitors.

You will supervise 3–5 leaders and 20–30 staff, collaborate across museum teams, develop programs, monitor attendance, and drive member satisfaction and revenue goals.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• 5+ years in guest services, hospitality, or related field.
• 3+ years management experience, including hiring, training, scheduling, performance coaching.
• Experience with ticketing, CRM, and POS systems is strongly preferred.
• Strong financial acumen related to admissions and membership revenue.
• Unionized workforce experience is a plus.

Responsibilities

• Lead Guest Services and Membership teams (3–5 leaders, 20–30 staff).
• Oversee admissions, ticketing, guest flow, and inquiries; ensure service aligned with mission.
• Manage membership operations, campaigns, renewals, and benefits fulfillment.
• Oversee systems, data reporting, and customer feedback to drive improvements.
• Collaborate with multiple departments to ensure smooth guest experiences.

Skills

Leadership

Guest services

Membership management

Staff development

Operations management

Education

Bachelor’s degree in hospitality or related

Tools

Ticketing system

CRM

POS

Job description

Discovery World in Milwaukee seeks a Senior Manager of Guest & Member Engagement to lead guest services, membership, and ticketing operations, ensuring welcoming, inclusive, and mission-aligned experiences for all visitors.

You will supervise 3–5 leaders and 20–30 staff, collaborate across museum teams, develop programs, monitor attendance, and drive member satisfaction and revenue goals.