Summary
A primary function of this and every other job at the “J” is to ensure by whatever rational and legal means necessary that each member, guest and visitor leaves the “J” feeling just a little better than when they arrived.
In this high-profile C Suite (Hanhallah) leadership position, you will be responsible for the overall supervision, direction, coordination, and success of the Tucson J Experience Area, which includes Membership, Wellness, Marketing and Rentals.
You will directly supervise the following areas and staff: Senior Director of Wellness, Senior Director of Marketing, Communications and Public Relations, Rental and Event Coordinator, Member Relations Center, and Applications Administrator and Data Manager.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service
- Develops customer service priorities, standards, and procedures
- Handles difficult customer situations and responds promptly to customer needs
- Solicits customer feedback to improve service
Problem Solving
- Identifies and resolves problems in a timely manner
- Works well in group problem solving situations
Communication
- Speaks and writes clearly and persuasively
- Listens and gets clarification
- Responds well to questions
Adaptability
- Adapts to changes in the work environment
- Able to deal with frequent change, delays, and unexpected events
Quality/Dependability
- Demonstrates accuracy, thoroughness, and attention to detail
- Completes work in a timely manner
- Follows instructions, responds to management direction
Organizational Support
- Support’s the J’s goals and values
- Follows policies and procedures
- Completes administrative tasks correctly and on time
Essential Duties and Responsibilities
Responsibilities include but are not limited to the following:
- Strategy: Developing a strategic business plan and financial projections; devising extraordinary programs that differentiate the J and offer members a unique experience; staying current on industry trends and the competitive landscape; identifying and securing strategic and community partnerships; evaluating and continuously improving operations and working closely with Marketing on the marketing and outreach plan to support audience development. Create new business opportunities and a focus on revenue generation.
- Management: Supervising, mentoring, and evaluating department managers; cultivating a positive, collaborative, welcoming and customer-centered culture across the center; working closely with HR on recruitment efforts and personnel; and providing for ongoing training, certification, and professional development across the team.
- Programs: Innovating new programming to stand out and anticipate the evolving needs of the community; overseeing the ongoing development of group exercise, training, and aquatics programs; working collaboratively with other J departments to implement programs that holistically engage members and add to the value of membership; ensuring meaningful paths of onboarding and continued engagement for members through program experiences.
- Reporting: Preparing the annual budget and conduct monthly reconciliation; analyzing variances and making adjustments to ensure fiscal responsibility; and tracking key performance metrics and providing regular reporting.
- Knowledge of the JCC: Understanding the J’s mission and being knowledgeable about its programs and services; participating in Hanhallah meetings and training and other J events; representing the Tucson J in a professional manner; and modeling excellent customer service.
- Other duties as required.
Description
Collaborative partnership: effective collaboration is essential in this role. This includes working with those in the Health & Wellness Department, as well as working closely with other departments within the Tucson J to foster synergy and cohesiveness in program development. These partnerships will enable this role to create and implement holistic programs that engage members on multiple levels and seamlessly integrate with other offerings.
Actively seek to understand the varied requirements and preferences of our members and the broader community. By actively engaging with our members, seeking their input, and staying attuned to their interests, this role is responsible for developing programs that genuinely resonate and meet their expectations. This role extends beyond program creation; it’s about cultivating active engagement among our members and guests. By crafting programs that resonate and continually seeking ways to enhance their experience, you contribute to a vibrant and dynamic community with the J. Foster collaboration across the Tucson J departments to break down silos, promoting a unified and positive experience for members, guests and team members.
Customer Service Excellence: Demonstrate a positive attitude and hold Directors and members accountable for providing the highest level of customer service, program innovation, and financial performance. Implement (and participate in?) member retention initiatives, such as feedback mechanisms and surveys.
Develop and manage the department’s budget, making sound financial decisions to optimize resources and achieve revenue targets. Monitor financial performance, analyze variances, and adjust strategies as needed to ensure fiscal responsibility. Valuing data-driven decision-making, gather, assess and report on identified metrics and trends that help inform strategy and development. Seek grant opportunities and partnerships to secure additional funding for wellness initiatives.
Staff Training: Ensure that all areas of Experience Team members receive appropriate training and maintain relevant certifications.
Team Building: Instill a sense of common responsibility and teamwork among staff members to maintain positive member and team experiences.
Mentoring and Communication: Provide ongoing mentoring, effective communication, alignment with organization priorities, and assurance that departments are meeting their goals.
Identifying key areas of growth and creating individuals goals for the year to update periodically and aligned with the expectations of the JCC Performance Management program.
Conduct supervisory meetings weekly to provide on-going guidance, direction, and supervision.
Build and maintain a positive working relationship to achieve desired outcomes and the ongoing professional growth of the direct report.
Qualifications & Skills:
- Minimum of 8 years of experience directing complex logistical operations, personnel and budgets in fitness/wellness, health services, hospitality, or an equivalent membership-driven industry
- A proven track record of establishing a team culture that is positive, inclusive and accountable for results
- Demonstrated success in leading new business development, establishing programs for long-term customer retention and driving financial results
- Ability to work with different CRM systems and provide meaningful reporting
- Excellent written and oral communication, leadership, interpersonal and supervisory skills
- Scheduling flexibility to work occasional evenings and weekends to support programming; must have a valid drivers’ license and dependable transportation
- A passion for helping others to achieve their health and wellness goals and connect with community
- Bachelor's degree in Exercise Science, Sports Management, Athletic Training Education Health & Wellness Promotion required, Master's degree preferred.
- Minimum of four years of demonstrated success with positive, proactive supervision in a gym or fitness, or community center setting.
- Personnel management and supervision experience required.
- Strong interpersonal skills and demonstrated ability to work both independently and track record in leading a team.
- Demonstrated ability to excel in customer service and member satisfaction.
- Outstanding verbal and written communication skills.
- Proficiency in MS office products preferred.
Preferred Qualifications
- Cultural competency with Judaism or Jewish culture
- Experience with Daxko software and/or other membership databases
- Two to four years’ experience working with lay leaders and volunteers