Chief Experience Officer
Tucson Jewish Community Center
3800 E River Rd
Tucson, AZ 85718
Principal Responsibilities:
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 will be 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 Relations Center, and Applications Administrator and Data Manager.
Competencies
To perform the job successfully, an individual should demonstrate 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 problems in 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 work in a timely manner
Follows instructions, responds to management direction
Organizational Support
Supports 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 community partnerships; evaluating and continuously improving operations and working closely with 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 and conduct 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's mission 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 as required.
Minimum Qualifications:
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 proven track record of establishing 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 Education Health & Wellness Promotion required, Master's degree preferred.
Minimum of four years of demonstrated success with positive, proactive supervision in a gym or fitness, or community center setting.
Personnel management and supervision experience required.
Strong interpersonal skills and demonstrated ability to work both independently and 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 with Daxko software and/or other membership databases
Two to four years' experience working with lay leaders and volunteers
Salary:
$105000
Agency Information:
The Tucson Jewish Community Center is a 110,000-square-feet facility built in 1989. With more than 2,000 families and 5,000 members, the J is open to the Tucson community of all faiths.
We offer a robust schedule of events ranging from Arts & Culture to Sports & Wellness to Children & Family. At the J we offer something for everyone from 0 to 99!
Our beautiful Foothills location offers the perfect setting for your meeting, wedding, or other special event. Our trained professional will help you with all your rental needs, including catering.
If fitness is your main goal, we offer a full fitness facility and more than 100 free weekly classes included in your membership.
We are proud to offer a privately funded preschool serving 300 children during the school year from six weeks to pre-K. Additionally, we offer after-school care for elementary-aged children and provide transportation from over 20 schools daily during the school year.
Most importantly, we offer a sense of community and acceptance to the entire Tucson community. We invite you to step inside and feel the energy of the J!
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