Vice President of Experience

Principal Responsibilities:

Job Summary


The VP of Experience serves as a strategic member of the executive leadership team responsible for designing, implementing, and continuously improving an exceptional, integrated member experience across all Stamford JCC touchpoints. This leader will oversee Membership, Customer Experience, and Marketing & Branding departments, championing a technology-driven, member-obsessed culture that balances innovation with JCC values and community tradition. The VP of Experience will lead digital transformation initiatives that enhance member journeys, drive engagement, increase retention, and accelerate sustainable growth while ensuring the JCC remains an inclusive, welcoming community hub for people of all ages and stages of life.


Core Responsibilities

Strategic Leadership & Innovation

• Develop and execute a comprehensive, forward-thinking member experience strategy aligned with the JCC's mission, vision, and strategic plan
• Lead digital transformation initiatives, identifying and implementing emerging technologies that enhance service delivery and member satisfaction
• Create and maintain a seamless, personalized member journey across physical and digital touchpoints
• Establish metrics-based performance standards and key performance indicators to measure success across all experience-related departments
• Collaborate with the CEO and executive team on strategic planning and organizational development initiatives

Departmental Management & Team Development

• Provide inspirational leadership to Membership, Customer Experience, and Marketing/Branding departments, fostering a culture of excellence, creativity, and accountability
• Recruit, develop, and retain high-performing talent; provide coaching, mentorship, and professional growth opportunities
• Establish clear departmental objectives, monitor progress, and ensure alignment with organizational goals
• Facilitate cross-functional collaboration to break down silos and create an integrated approach to member experience
• Manage departmental budgets effectively, ensuring resource allocation maximizes member satisfaction and return on investment

Technology & Data Management

• Spearhead the evolution of member-facing technology, including the JCC mobile app, website, CRM platforms, and digital engagement tools
• Implement data governance practices ensuring high-quality, secure data collection and management
• Leverage artificial intelligence and advanced analytics to generate actionable insights into member behavior, preferences, and satisfaction
• Develop comprehensive dashboards and reporting mechanisms to track engagement metrics across all touchpoints
• Stay current on emerging technologies and digital trends relevant to community organizations

Member Experience Enhancement

• Design and implement innovative programs that increase member engagement, satisfaction, and loyalty
• Create personalized member journeys that anticipate needs and exceed expectations
• Develop feedback systems that capture the voice of the member and drive continuous improvement
• Establish service standards and protocols that ensure consistency across all departments and touchpoints
• Lead crisis communication and experience recovery initiatives during service disruptions

Brand Management & Communications

• Oversee development and execution of a cohesive marketing strategy that strengthens the JCC's brand position and visibility
• Ensure all communications and brand touchpoints reflect the JCC's values and member-centric approach
• Develop compelling content strategies that engage diverse audiences across multiple platforms
• Lead community outreach initiatives that expand the JCC's influence and attract new members
• Collaborate with program directors to effectively market offerings and maximize participation

Minimum Qualifications:

Required Qualifications

• Bachelor's degree required; Degree in Business Administration, Marketing, Hospitality Management, or related field preferred
• 5+ years of progressive leadership experience in customer/member experience management, with demonstrated success in driving engagement and satisfaction
• Proven track record in digital transformation and technology implementation within service-oriented organizations
• Experience leading diverse teams and managing multiple departments with different functional specialties
• Demonstrated ability to analyze complex data and translate insights into strategic action plans
• Exceptional communication skills with the ability to influence stakeholders at all levels
• Experience in membership-based organizations, preferably in community centers, country clubs, social clubs, or fitness/wellness facilities

Preferred Experience

• Previous work in Jewish community centers, multi-site/multi-platform fitness or hospitality companies preferred
• Experience implementing and optimizing customer relationship management (CRM) platforms
• Background in user experience design or service design methodologies
• History of successful change management initiatives in member-facing organizations
• Experience with budget development and financial management

Core Competencies

• Strategic thinking and organizational planning
• Digital fluency and technological innovation
• Data-driven decision making
• Emotional intelligence and interpersonal effectiveness
• Creative problem-solving and adaptability
• Cultural competence and inclusivity
• Strong project management capabilities
• Collaborative leadership style

Salary:

$120,000 - $135,000


Agency Information:

Founded on and guided by Jewish heritage, culture and traditions, the Stamford JCC provides a welcoming, inclusive and nurturing community for all people to help enrich their lives.