Chief Experience Officer

About This Role

This Chief Experience Officer (CXO) role focuses on driving strategic direction, overseeing program development, and championing a member-first approach for The Jewish Community Center of Greater Baltimore. The CXO will lead teams, manage budgets, and foster community engagement to enhance the overall member experience.

Responsibilities

• 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.
• Design forward-thinking, impactful Sports & Wellness programming that reflects the latest industry trends, the JCC’s strategic priorities and inspires member engagement.
• Oversee fiscal performance, including departmental budget creation and management, ensuring resources are allocated wisely and revenue goals are met.
• Regularly identify and respond to the evolving needs of the community to ensure offerings remain relevant, meaningful, and member centered.
• 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.

Requirements

• 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
• Advanced financial and analytical competency, including budgeting, forecasting, and interpreting key performance metrics
• 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
• Successful track record in partnership-building and business development, including membership growth, retention, and revenue enhancement
• Exceptional customer-service mindset
• Collaborative approach, with the ability to work effectively across teams and with diverse populations
• Technical proficiency with CRM platforms (Traction Rec/Salesforce preferred) and Microsoft Office tools
• Excellent communication abilities, both written and verbal
• Bachelor’s degree

Qualifications

• Bachelor’s degree required; Master’s degree preferred
• 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

Nice to Have

• JCC experience
• Master’s degree

Skills

* Required skills

Benefits