Member Experience Director

Lead an engaged team through a period of growth to sustain new levels of experience quality in a deeply invested and active member community! The Member Experience Director is responsible for the overall management of the Membership department, including the supervision of the Member Experience Specialists and Member Experience Associates. The Member Experience Director is responsible for ensuring that all membership policies and procedures are implemented appropriately, that the JCC's CRM is used to its fullest potential, including that member data is captured, analyzed, and utilized to improve outcomes. The Director is also responsible for developing and implementing new programs and initiatives to increase membership, improve engagement, and improve the member experience.

This person is responsible for being fully knowledgeable about the center and its programs/services, delivering best-in-class customer experience for all. They must exemplify professionalism and ensure we adhere to the mission of the JCC.

This is a full-time position with a base salary of $70,000 before bonuses.

Principle Responsibilities:

• Achieve or exceed team goals through agency sales practices including lead generation, tour scheduling, executing sales, relationship building, and retention

• Supervise the Member Experience Specialists and Associates, including providing training, coaching, and feedback

• Create a positive welcoming environment for all those who come to the JCC of Stamford (also known as "The J"), including by ensuring the welcome desk reflects the professional service standards of the J

• Create detailed action plans for three department focus areas; Events, Engagement, and Sales

• Stay up-to-date on industry trends and best practices

• Assist in program sales encouraging member and guest participation. Determine the needs of all to best connect them to the proper department

• Be an ambassador of membership to the community

• Maintain accurate and up-to-date information in CRM, including regular audits

• Generate bi-monthly Membership statistics reports and provide detailed analysis as requested

• Assist and participate in JCC events, open houses, and special projects as needed

• Ensure the Membership team adheres to the policies and procedures in the Membership Staff Manual

• Respond to member customer service issues, including connecting families with appropriate JCC department personnel, reporting on issues of concern to members, and conducting exit interviews with families that have dropped their membership

• Ensure members maximize the quality of their experience by understanding the many values of membership, engaging in friendly, informal conversations with members

• Ensure welcome desk coverage through schedule management

• Actively participate in agency wide initiatives and propose new programs, services and initiatives to improve the value of membership and the overall experience.

Minimum Qualifications:

• Possess an owner mentality and entrepreneurial spirit

• Bachelor's degree in business administration or a related field

• 5+ years of experience in membership management or a related field

• Strong leadership and supervisory skills

• Excellent communication and interpersonal skills

• Ability to work independently and as part of a team

• Strong analytical and problem-solving skills

• Proficiency in Microsoft Office Suite

• CRM experience preferred

• Confidence to perform on an incentive-based salary

• Ability to be flexible and adapt to change

Salary:

$70,000

Agency Information:

The JCC of Stamford is a cultural, educational, and recreational center, offering exceptional programs, classes and special events designed to enrich the mind, body and spirit. We are driven by Jewish Traditions, culture, and heritage.