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 & InnovationDevelop and execute a comprehensive, forward-thinking member experience strategy aligned with the JCC's mission, vision, and strategic planLead digital transformation initiatives, identifying and implementing emerging technologies that enhance service delivery and member satisfactionCreate and maintain a seamless, personalized member journey across physical and digital touchpointsEstablish metrics-based performance standards and key performance indicators to measure success across all experience-related departmentsCollaborate with the CEO and executive team on strategic planning and organizational development initiativesDepartmental Management & Team DevelopmentProvide inspirational leadership to Membership, Customer Experience, and Marketing/Branding departments, fostering a culture of excellence, creativity, and accountabilityRecruit, develop, and retain high-performing talent; provide coaching, mentorship, and professional growth opportunitiesEstablish clear departmental objectives, monitor progress, and ensure alignment with organizational goalsFacilitate cross-functional collaboration to break down silos and create an integrated approach to member experienceManage departmental budgets effectively, ensuring resource allocation maximizes member satisfaction and return on investmentTechnology & Data ManagementSpearhead the evolution of member-facing technology, including the JCC mobile app, website, CRM platforms, and digital engagement toolsImplement data governance practices ensuring high-quality, secure data collection and managementLeverage artificial intelligence and advanced analytics to generate actionable insights into member behavior, preferences, and satisfactionDevelop comprehensive dashboards and reporting mechanisms to track engagement metrics across all touchpointsStay current on emerging technologies and digital trends relevant to community organizationsMember Experience EnhancementDesign and implement innovative programs that increase member engagement, satisfaction, and loyaltyCreate personalized member journeys that anticipate needs and exceed expectationsDevelop feedback systems that capture the voice of the member and drive continuous improvementEstablish service standards and protocols that ensure consistency across all departments and touchpointsLead crisis communication and experience recovery initiatives during service disruptionsBrand Management & CommunicationsOversee development and execution of a cohesive marketing strategy that strengthens the JCC's brand position and visibilityEnsure all communications and brand touchpoints reflect the JCC's values and member-centric approachDevelop compelling content strategies that engage diverse audiences across multiple platformsLead community outreach initiatives that expand the JCC's influence and attract new membersCollaborate with program directors to effectively market offerings and maximize participationMinimum Qualifications:Required QualificationsBachelor's degree required; Degree in Business Administration, Marketing, Hospitality Management, or related field preferred5+ years of progressive leadership experience in customer/member experience management, with demonstrated success in driving engagement and satisfactionProven track record in digital transformation and technology implementation within service-oriented organizationsExperience leading diverse teams and managing multiple departments with different functional specialtiesDemonstrated ability to analyze complex data and translate insights into strategic action plansExceptional communication skills with the ability to influence stakeholders at all levelsExperience in membership-based organizations, preferably in community centers, country clubs, social clubs, or fitness/wellness facilitiesPreferred ExperiencePrevious work in Jewish community centers, multi-site/multi-platform fitness or hospitality companies preferredExperience implementing and optimizing customer relationship management (CRM) platformsBackground in user experience design or service design methodologiesHistory of successful change management initiatives in member-facing organizationsExperience with budget development and financial managementCore CompetenciesStrategic thinking and organizational planningDigital fluency and technological innovationData-driven decision makingEmotional intelligence and interpersonal effectivenessCreative problem-solving and adaptabilityCultural competence and inclusivityStrong project management capabilitiesCollaborative leadership styleSalary:$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.

Created: 2026-04-02