Location and Job Title:

Member Experience Director
Marilyn and Marvin Simon Family Jewish Community Center
5000 Corporate Woods Dr.
Virginia Beach, VA 23462

Principal Responsibilities:

POSITION TITLE: Member Experience Director

COMPANY NAME: United Jewish Federation of Tidewater/Simon Family JCC

REPORTS TO: Executive Vice President/CEO

CLASSIFICATION: Full Time/Exempt

Position Summary

The Member Experience Director leads a customer-focused team to deliver premier service and ensure a seamless experience to community members at the Reba & Sam Sandler Family Campus of the Tidewater Jewish Community. The Director is directly responsible for Simon Family JCC membership recruitment and retention, working collaboratively with the UJFT/JCC senior management team and all departments of the organization including, but not limited to, wellness, athletics, arts + ideas, jewish innovation and all programming for children, teens, families and adults. The Director coordinates information flow to promote membership and customer service and is responsible for implementing and evaluating membership strategies that best meet the mission of the UJFT/Simon Family JCC.

Minimum Qualifications:

Key Areas of Responsibility

• Responsible for Simon Family JCC membership sales, renewals and prospect follow-up.
• Works collaboratively with the Director of Marketing, and other appropriate management staff, to effectively promote UJFT/JCC programs both at the Sandler Family Campus and in the community.
• Directly supervises member experience staff and daily operations at the front desk.
• Oversees the membership information system, in coordination with appropriate UJFT/JCC and and Sandler Family Campus management staff.
• Works collaboratively with Finance Department on membership billing, budgeting and monitoring/reporting of membership data and other appropriate statistical/financial tracking and reporting.
• Coordinates program registration at the customer service desk, including logistics to support phone, walk-in or online registration.
• Evaluates and updates member experience procedures, ensures appropriate communication and training of staff and monitors implementation of procedures to promote an optimal experience for members and potential members.
• Handle all customer service issues and concerns, while facilitating communication with all departments

• Monitors Silver Sneakers and other insurance-based programs to ensure accurate membership statistics, maximum swipes, and appropriate programming. Submits monthly usage reports for payment.

Qualifications

• Minimum Education/Experience
• 3-5 years of management/supervisory experience with proven sales, marketing & customer service background required
• Strong customer focus, both internally and externally and the ability to foster this attitude and skill in others
• Excellent communication skills for a variety of audiences, while maintaining a positive business acumen and professional demeanor
• Strong supervisory skills, and customer service background with ability to train others in customer service
• Ability to build strong partnerships in an environment of collaboration, both internally and externally
• Ability to develop and sustain a team approach to program and service development
• Proven proficiency with Microsoft Office Suite and database applications
• Strong understanding, appreciation, knowledge of Jewish culture, heritage and traditions, incorporated in the mission and values of the JCC
• Willingness to work evenings, weekends and holidays as required
• Willingness to perform other related duties as needed, required or assigned

BA/BS degree from an accredited college or university

Skills, Competencies and Attributes

The duties outlined in this job description are meant to be representative, but not all-inclusive, assigned to this job. These duties may be amended at the discretion of the Executive Vice President/CEO.

Qualified candidates may inquire and apply by submitting cover letter, resume and salary requirements to resumes@ujft.org.

Review of applications and resumes will begin immediately, and continue until the position is filled.

EOE federation.jewishva.org

Salary:

$55,000 - $65,000

Agency Information:

About Us

The Simon Family JCC is dedicated to encouraging tolerance and inclusivity in the community by providing facilities and programs that are open to all. The standards for excellence and inclusivity for its social, recreational, health and educational programs remain rooted in its Jewish values and which remain a guide for all future actions. It stands as a common meeting ground promoting enrichment and unity for the Jewish and general community.

Our History

The Simon Family JCC started life as the Tidewater Jewish Community Center in 1952. It was located on Spotswood Avenue in Norfolk from 1952  1966. It then moved to Newport Avenue in Norfolk, where it remained until 2004. In 2004, the current campus in Virginia Beach opened its doors. Throughout its history, the JCC has been a center for the entire community, providing a family-friendly environment where we can all stay healthy, body and mind. We have always been and continue to be an organization guided by our Jewish values and welcoming to all members of the community, regardless of age, faith or background.

Our Specialties

From the moment you enter our soaring limestone entry, you will know the Simon Family JCC is more than just a great gym. See our website for a list of member services.