Chief Experience Officer

1 month ago

Toronto, Canada Miles Nadal JCC Full time

**Role**:Chief Experience Officer (CXO)

**Reports to**: Executive Director

**About the Miles Nadal JCC**

The Miles Nadal Jewish Community Centre (MNjcc) has welcomed millions of people to the corner of Bloor and Spadina during the building’s 70-year history. We provide opportunities for people of all ages and backgrounds to be active, learn, connect, and participate in a wide range of cultural experiences. Rooted in Jewish values, the MNjcc is open to all. By joining this dynamic centre of wellness, culture, community and belonging, you will contribute to the well-being of the community and the fiber of a strong and vibrant downtown core.

**Job Purpose**

The Miles Nadal JCC continues to grow and seeks to provide excellent customer service, experiential programming and build community and a sense of belonging across mutual concern and shared purpose. The Miles Nadal JCC is hiring for a new senior professional role of Chief Experience Officer (CXO); focused on developing a unified vision across all external facing offerings including, but not limited to customer service, experiential initiatives (such as reimagining our lobby), mission programming, mobilization and membership. The CXO will guide a team of talented program professionals who serve the needs of all ages and generations through Jewish, cultural, educational, and social programming and experiences, customer service professionals, who serve as the warm JCC welcome and act as the first and last impression ambassadors of the MNjcc. The CXO will oversee all the core programmatic teams that comprise our vibrant, diverse and intentional downtown community.

This new position is designed to help the MNjcc expand our reach by deepening relationships and connections, so community members are meaningfully engaged as they transition through all life stages, across and between departments and experiences. And by ensuring that the building itself and all interactions within embody our mission, vision and values. The CXO will actively collaborate with partner organizations who are connected to the MNjcc to find ways of strengthening our mission and increasing engagement.

This person will have an appreciation and understanding of the vital role the MNjcc plays as a community hub open to all, with diverse members, participants and patrons, as well as the unique role that the MNjcc plays in the downtown Toronto community.

The CXO reports to the Executive Director and is a core member of the MNjcc’s Senior Leadership Team.

**Core Responsibilities**:

- Work closely with the Executive Director and the Senior Leadership Team to develop and lead a unified vision for community life at the MNjcc.
- Create strategy, provide vision and leadership and training to professional team responsible for client-facing interactions. Analyse data and revise approaches as necessary.
- Build an inspiring and comprehensive vision for customer service and engagement
- thinking about programs, interactions and physical space.
- Support the growth of a data culture where departments use data to animate the team around both department-level and organization-wide shared goals and to use it to regularly assess progress and identify opportunities.
- Build partnerships in the community that advance the work of the MNjcc to create synergies and collaboration and when viable to garner financial support to sustain and grow successful program areas.
- Responsible for leading direct reports in budgeting and managing their revenue and expenditures.
- Participate in regular meetings of the Board of Directors and relevant committees and provide strategic direction and leadership
- Have knowledge of best practices in experiential design, customer services and engagement

**Qualifications**

You are:

- A relationship builder. You are skilled at network weaving and can “model the way” and coach others to strategically connect people, build community and cultivate leaders, both within the MNjcc, among patrons and staff, and across the community, building relationships and partnerships that benefit the J.
- A strategic thinker. You have a proven ability and experience leading and planning efforts, conducting strategic program reviews and assessing opportunities and organizing people and programs for impact and in ways that realize revenue growth.
- A collaborative team player. You have a positive attitude and ability to interact with all levels of the organization. You enjoy learning from and with talented colleagues, internally and externally. You set clear expectations, motivate and support others to do their best work and hold the team accountable for results.
- An active listener. You approach problems and situations with a growth mindset and spend time studying the many wonderful aspects of our community.
- You embrace the principles of being noticed, named and known
- and understand that personal connection, feeling safe and comfortable is deeply connected to human interaction, envir

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