Location and Job Title:

Chief Experience Officer
JCC of Greater Baltimore
3506 Gwynnbrook Ave
Rosenbloom Campus
Owings Mills, MD 21117

Principal Responsibilities:

SUMMARY:

The JCC is seeking a customer-focused, solutions-oriented leader with strong business savvy and a proven revenue-driven mindset to serve as its Chief Experience Officer (CXO).Ideal candidates will bring a solid understanding of membership models, budgeting, and data-informed decision-making, along with high-level customer service expertise and experience supervising teams at multiple levels. The CXO oversees seasoned team leaders across membership, fitness and recreation, aquatics, and marketing, and partners with a Board Vice Chair to guide the Center for Sports & Wellness.

Working as part of the C-suite team, the CXO reports directly to the CEO. This role is primarily Monday through Friday year-round, with occasional evening or weekend hours required based on organizational needs, meetings, JCC and community events, emergencies, and other JCC responsibilities.

KEY RESPONSIBILITIES:

Drive Strategic Direction

• Build forward-looking business plans informed by deep knowledge of fitness and wellness industry trends, solid data analysis and financial forecasting to strengthen the JCC's position and long-term value in the community.
• Lead efforts to expand the JCC's reach in the community and revenue by overseeing a cohesive marketing strategy that elevates outreach, boosts membership recruitment and retention, and increases engagement across programs.
• Partner with the Board Vice Chair to define the strategic priorities and operating framework for the Sports & Wellness Council.
• Develop and implement multi-year innovative program strategies that support the ongoing growth and impact of the Center for Sports and Wellness.
• Model a can-do mindset and ensure that staff consistently deliver exceptional customer service, drive program creativity, and meet financial goals.

Lead and Oversee Program Development

• Design forward-thinking, impactful Sports & Wellness programming that reflects the latest industry trends, the JCC's strategic priorities and inspires member engagement.
• Ensure offerings address the varied needs and interests of members, participants, and the broader community, while also creating opportunities to expand revenue.
• Work in close partnership with staff across the Center for Sports and Wellness and other JCC departments to build cohesive, integrated programs that deepen participation and strengthen long-term engagement.
• Continually assess and refresh health and wellness programs to maintain relevance, spark innovation, and elevate the overall member experience.
• Contribute imaginative ideas and strategic insight to develop new initiatives that deliver distinctive, high-quality experiences aligned with audience expectations.
• Position programs to remain competitive and current by tracking industry trends, benchmarking peer organizations, participating in professional development, and expanding national networks.
• Identify and evaluate potential revenue-generating opportunities--such as fee-based classes, workshops, and special events--ensuring that new initiatives balance mission impact with financial sustainability.

Oversee Fiscal Performance

• Partner with the Sports & Wellness and Membership leadership teams to create and manage the departmental budget, ensuring resources are allocated wisely and revenue goals are met.
• Review monthly, quarterly, and annual financial performance, analyze variances, and provide clear, accountable oversight across all areas under supervision, adjusting plans as needed to maintain strong fiscal health.
• Apply data-informed decision-making by collecting, evaluating, and reporting on key metrics and trends that shape strategic direction and future planning.
• Identify funding prospects and collaborative partnerships that can bring additional support and funding to wellness initiatives.

Champion a Member-First Approach

• Regularly identify and respond to the evolving needs of the community to ensure offerings remain relevant, meaningful, and member centered.
• Foster ongoing participation by creating experiences that help members feel connected to the JCC and part of a vibrant, supportive community.
• Foster an environment that is welcoming, inclusive, and attentive to all who walk through our doors.
• Boost retention by leveraging tools such as feedback loops, satisfaction surveys, and individualized wellness guidance to tailor the member experience.

Supervisory Responsibilities and Expectations

• Provide leadership and guidance to the Senior Directors overseeing Aquatics, Fitness, Group Fitness, Marketing, and Membership.
• Create and support professional development pathways, ensuring staff receive the training and certifications needed to perform at a high level.
• Promote a collaborative culture where team members share accountability for delivering exceptional experiences to both members and colleagues.
• Provide consistent coaching, clear communication, and direction that keeps departments aligned with organizational goals and performing effectively.
• Pinpoint opportunities for individual growth and set tailored annual objectives that are reviewed and refined to stay aligned with the JCC's strategic priorities.

Minimum Qualifications:

QUALIFICATIONS:

• Proven leadership background with at least 5 years of management and multi-level supervisory experience and expertise within fitness/wellness, health services, hospitality, or other membership-driven revenue focused environments (JCC experience a plus)
• Advanced financial and analytical competency, including budgeting, forecasting, and interpreting key performance metrics and the ability to present findings to senior leadership and board members in a clear and cogent manner
• Strong people leadership skills, including team development, coaching, and creating a positive, high-performance culture
• Demonstrated interpersonal agility with the ability to multitask and navigate situations with diplomacy, adapt easily to changing needs, work effectively independently and in partnership with others, and cultivate strong, collaborative relationships with a wide range of stakeholders
• Successful track record in partnership-building and business development, including membership growth, retention, and revenue enhancement
• Exceptional customer-service mindset, with the ability to engage effectively in both routine interactions and complex or challenging situations
• Collaborative approach, with the ability to work effectively across teams and with diverse populations
• Cultural awareness and openness, with familiarity or willingness to learn about Jewish culture
• Technical proficiency with CRM platforms (Traction Rec/Salesforce preferred) and Microsoft Office tools
• Excellent communication abilities, both written and verbal
• Educational background: Bachelor's degree required; Master's degree preferred

Salary:

$125,000-$140,000

Agency Information:

Inspired by the work we do every day, the JCC is an organization centered by Jewish values and focused on creating meaningful experiences and opportunities to enrich, connect, and positively impact our community.

We pride ourselves on our inclusive and welcoming workplace and celebrate the diversity of our employees.

We value all members of our team in a supportive environment in which everyone is treated with appreciation and respect and positioned to do their best work every day.JCC membership is like becoming a part of a family, everyone truly is welcome! Drop by and take a tour; you won't believe how many wonderful recreational, educational, social and cultural activities you will find here. There really is something for everyone! Members enjoy a wide variety of benefits including free group fitness classes and use of our Fitness Center, Aquatics Center, Parenting Center, Teen Center and Performing Arts Center. Special member rates save you money on many classes and events as well.