Chief Experience Officer

The Associated and its Agencies•Owings Mills, MD

29d•$125,000 - $140,000

About The Position

The JCC is seeking a customer-focused, solutions-oriented leader with strong business savvy and a proven revenue-driven mindset to serve as its Chief Experience Officer (CXO). Ideal candidates will bring a solid understanding of membership models, budgeting, and data-informed decision-making, along with high-level customer service expertise and experience supervising teams at multiple levels. The CXO oversees seasoned team leaders across membership, fitness and recreation, aquatics, and marketing, and partners with a Board Vice Chair to guide the Center for Sports & Wellness. Working as part of the C-suite team, the CXO reports directly to the CEO. This role is primarily Monday through Friday year-round, with occasional evening or weekend hours required based on organizational needs, meetings, JCC and community events, emergencies, and other JCC responsibilities.

Requirements

Proven leadership background with at least 5 years of management and multi-level supervisory experience and expertise within fitness/wellness, health services, hospitality, or other membership-driven revenue focused environments (JCC experience a plus)
Advanced financial and analytical competency, including budgeting, forecasting, and interpreting key performance metrics and the ability to present findings to senior leadership and board members in a clear and cogent manner
Strong people leadership skills, including team development, coaching, and creating a positive, high-performance culture
Demonstrated interpersonal agility with the ability to multitask and navigate situations with diplomacy, adapt easily to changing needs, work effectively independently and in partnership with others, and cultivate strong, collaborative relationships with a wide range of stakeholders
Successful track record in partnership-building and business development, including membership growth, retention, and revenue enhancement
Exceptional customer-service mindset, with the ability to engage effectively in both routine interactions and complex or challenging situations
Collaborative approach, with the ability to work effectively across teams and with diverse populations
Cultural awareness and openness, with familiarity or willingness to learn about Jewish culture
Technical proficiency with CRM platforms (Traction Rec/Salesforce preferred) and Microsoft Office tools
Excellent communication abilities, both written and verbal
Bachelor’s degree required