Chief Experience Officer - JCCs of North America

Summary

A primary function of this and every other job at the "J" is to ensure by whatever rational and legal means necessary that each member,guest and visitor leaves the "J" feeling just a little better than when they arrived.

In this high-profile C Suite (Hanhallah) leadership position, you willbe responsible for the overall supervision, direction, coordination, and success of the Tucson J Experience Area, which includes Membership, Wellness, Marketing and Rentals.

You will directly supervise the following areas and staff: Senior Director of Wellness, Senior Director of Marketing, Communications and Public Relations, Rental and Event Coordinator, Member RelationsCenter, andApplications Administrator and Data Manager.

Competencies

To perform the job successfully, an individual shoulddemonstrate the following competencies:

Customer Service

• Develops customer service priorities, standards, and procedures

• Handles difficult customer situations and responds promptly to customer needs

• Solicits customer feedback to improve service

Problem Solving

• Identifies and resolves problemsin a timely manner

• Works well in group problem solving situations

Communication

• Speaks and writes clearly and persuasively

• Listens and gets clarification

• Responds well to questions

Adaptability

• Adapts to changes in the work environment

• Able to deal with frequent change, delays, and unexpected events

Quality/Dependability

• Demonstrates accuracy, thoroughness, and attention to detail

• Completes workin a timely manner

• Follows instructions, responds to management direction

Organizational Support

• Support's the J's goals and values

• Follows policies and procedures

• Completes administrative tasks correctly and on time

Essential Duties and Responsibilities

Responsibilities include but are not limited to the following:

• Strategy:Developing a strategic business plan and financial projections; devising extraordinary programs that differentiate the J and offer members a unique experience; staying current on industry trends and the competitive landscape;identifying and securing strategic and communitypartnerships; evaluating and continuously improving operationsand working closelywith Marketing on the marketing and outreach plan to support audience development. Create new business opportunities and a focus on revenue generation.

• Management:Supervising, mentoring, and evaluating department managers; cultivating a positive, collaborative, welcoming and customer-centered culture across the center; working closely with HR on recruitment efforts and personnel; and providing for ongoing training, certification, and professional development across the team.

• Programs: Innovating new programming to stand out and anticipate the evolving needs of the community; overseeing the ongoing development of group exercise, training, and aquatics programs; working collaboratively with other J departments to implement programs that holistically engage members and add to the value of membership; ensuring meaningful paths of onboarding and continued engagement for members through program experiences.

• Reporting:Preparing the annual budget andconduct monthly reconciliation; analyzing variances and making adjustments to ensure fiscal responsibility; and tracking key performance metrics and providing regular reporting.

• Knowledge of the JCC:Understanding the J'smission and being knowledgeable about its programs and services;participating in Hanhallah meetings and training and other J events; representing the Tucson J in a professional manner; and modeling excellent customer service.

• Other duties asrequired.

Description

Collaborative partnership: effective collaboration is essential in this role. This includes working with those in the Health & Wellness Department, as well as working closely with other departments within the Tucson J to fostersynergy and cohesiveness in program development.These partnerships will enable this role to create and implement holistic programs that engage members on multiple levels and seamlessly integrate with other offerings.

Activelyseek to understand the varied requirements and preferences of our members and the broader community.By actively engaging with our members, seeking their input, and staying attuned to their interests, this roleis responsible for developing programs that genuinely resonate and meet their expectations.This role extends beyond program creation;it's about cultivating active engagement among our members and guests.By crafting programs that resonate and continually seeking ways to enhance their experience, you contribute to a vibrant and dynamic community with theJ.Foster collaboration across the Tucson J departments to break down silos, promoting a unified and positive experience for members,guests and team members.

Customer Service Excellence:Demonstrate a positive attitude and hold Directors and members accountable for providing the highest level of customer service, program innovation, and financial performance. Implement (andparticipate in?) member retention initiatives, such as feedback mechanisms and surveys.

Develop and manage the department's budget, making sound financial decisions tooptimize resources and achieve revenue targets.Monitor financial performance, analyze variances, and adjust strategies as needed to ensure fiscal responsibility.Valuing data-driven decision-making, gather,assess and report on identified metrics and trends that help inform strategy and development.Seek grant opportunities and partnerships to secureadditional funding for wellness initiatives.

Staff Training: Ensure that all areas of Experience Team members receiveappropriate training andmaintain relevant certifications.

Team Building: Instill a sense of common responsibility and teamwork among staff members tomaintain positive member and team experiences.

Mentoring and Communication: Provide ongoing mentoring, effective communication, alignment with organization priorities, and assurance that departments are meeting their goals.

Identifying key areas of growth and creatingindividuals goals for the year to update periodically and aligned with the expectations of the JCC Performance Management program.

Conduct supervisory meetings weekly toprovide on-going guidance, direction, and supervision.

Build andmaintain a positive working relationship to achieve desired outcomes and the ongoing professional growth of the direct report.

Qualifications & Skills:

• Minimum of 8 years of experience directing complex logistical operations, personnel and budgets in fitness/wellness, health services, hospitality, or an equivalent membership-driven industry

• A proventrack record ofestablishing a team culture that is positive, inclusive and accountable for results

• Demonstrated success in leading new business development,establishing programs for long-term customer retention and driving financial results

• Ability to work with different CRM systems and provide meaningful reporting

• Excellent written and oral communication, leadership, interpersonal and supervisory skills

• Scheduling flexibility to work occasional evenings and weekends to support programming; must have a valid drivers' license and dependable transportation

• A passion for helping others to achieve their health and wellness goals and connect with community

• Bachelor's degree in Exercise Science, Sports Management, Athletic Training EducationHealth & Wellness Promotionrequired,Master's degree preferred.

• Minimum of four years ofdemonstrated success with positive, proactive supervision in a gym or fitness, or community center setting.

• Personnel management and supervision experiencerequired.

• Strong interpersonal skills anddemonstrated ability to work both independentlyand track record in leading a team.

• Demonstrated ability to excel in customer service and member satisfaction.

• Outstanding verbal and written communication skills.

• Proficiency in MS office products preferred.

Preferred Qualifications

• Cultural competency with Judaism or Jewish culture

• Experience withDaxko software and/or other membership databases

• Two to four years' experience working with lay leaders and volunteers