About this opportunity
JCC Association of North America lists this Vice President of Experience opportunity in stamford, Connecticut. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Location and Job Title:
Vice President of Experience
JCC of Stamford
1035 Newfield Ave
Stamford, CT 06905
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
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Worksite address
stamford, CT, 06925, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.