Chief Experience Officer

Description

Chief Experience Officer Job Posting

Who We Are:

Messiah Lifeways is a non-profit organization located in Mechanicsburg, PA, that provides a network of services for adults 55 and better living in South Central PA. Our roots trace back to 1896, when the Brethren in Christ Church founded Messiah Home in Harrisburg, PA, to serve older adults with Christ-like love.

Who You Are:

The Chief Experience Officer (CXO) is charged with advancing the mission of Messiah Lifeways by leading the development, implementation, and coordination of major strategic projects and initiatives associated with achievement of the strategic plan. This position is also tasked with expanding the number of external stakeholders who are associated with the ministry, and overseeing the marketability and attractiveness of Messiah Lifeways’ services and physical environments. In addition, this role serves as the chief marketing and communication officer for Messiah Lifeways and its subsidiaries and is responsible for the supervision, planning, and execution of all enrichment services, marketing, communication, sales, and branding functions and programs for Messiah Lifeways. 

The CXO is responsible to effectively operate in an organizational culture characterized by teamwork, openness, engagement, challenges, and deliverable results. This position will be held accountable to oversee and provide vision to ensure the ongoing development of strategic planning, budgetary management, performance improvement, and customer satisfaction in the areas supervised. 

This position works closely with the President & CEO, Executive Team, Leadership Team, and Board of Directors in the coordination, planning, and implementation of the total organizational strategy and mission. Relocation assistance is an option for the ideal candidate.

To be successful in this role, you’ll need to have knowledge of/experience in the following: 

• High proficiency in technology and systems management - Office Suite (Google and/or Microsoft), databases, CRMs, and project management systems
• Advanced interpersonal skills - Able to communicate effectively, both orally and written, with all levels of stakeholders (donors, board members, residents and their families, team members, external partners, etc.); Represents the organization in a professional and engaging manner
• Building trust and credibility - Showcase the ability to build rapport quickly, establishing and maintaining productive and trusted relationships
• Project management strategies - Demonstrate your systematic approach to managing multiple projects and meeting goals in a timely manner

What You’ll Do:

Marketing and Communications/Brand Management 30%:

• Ensure the marketability/brand management, attractiveness, and appeal of Messiah Lifeways’ services, experiences, and physical environments
• Oversee design, content, production, and distribution of organization-wide internal communications through such methods as our intranet, MVTV, and other forms of communicative content
• Oversee the design, content, production, and distribution of advertisements, direct mail, collaterals (brochures), other printed materials, displays, give-a-ways and other items
• Create and implement programs and systems to meet community relations, marketing, and sales goals related to lead management, tours, events, closing of sales, and census management
• Oversee the completion of competitor analysis, an annual marketing data scorecard, and conduct other marketing-related research
• Oversee that CRM and other computer software are used to establish appropriate goals, facilitate lead management, and generate timely reports
• Serve as the primary communication resource including speaking with the media during emergency response situations
• Keep up to date with current trends and practices in senior living; Assure that all marketing and communication materials, programs, and activities are consistent with the mission, message of Messiah Lifeways, and presented with a high level of quality and accuracy
• Develop external stakeholder relationships with community leaders, government officials, major healthcare providers, referral sources, community groups, etc. 

Leading Strategic Initiatives 30%:

• Provide executive support to the President & CEO, Board of Directors, and the Operational Excellence Committee
• Supervise Enrichment Services, Marketing and Communications, Sales, and Campus Services (Facilities) departments
• Implement strategic initiatives and projects associated with the strategic plan 
• In collaboration with the CFO, develop financial projections, plans, and budgets related to the financing of strategic initiatives and projects
• Provide regular and effective written reports on the performance of functional areas supervised for the President & CEO, the Executive Team, Board of Directors, external partners and others
• Assist the President & CEO in communicating the message, mission, values, principles, and vision of Messiah Lifeways through internal and external activities, events, and materials
• Serve as an ambassador of Messiah Lifeways and represent the organization at appropriate public events and activities, both on campus and off campus

Leadership Development 30%

• Create, develop, lead, and evaluate direct supervisees to ensure that the right persons are in the right positions doing the right processes for all functional areas supervised
• Hire, train, and supervise team members; Assist with programming, planning, and budget for the department(s) overseen
• Provide leadership and oversight to Messiah Lifeways initiatives with a focus on excellent programming and financial stewardship to grow and develop community based programming in support of the mission of the organization
• Develop and update policies for Enrichment Services, Marketing, Communications, Sales, and Campus Services (Facilities)
• Develop and manage an annual budget for Enrichment Services, Marketing, Communications, Sales, and Campus Services (Facilities) 
• Review, file, and renew contracts and agreements with consultants, vendors, and other external partners as may be appropriate; Ensure contracts and/or agreements are in the best interest of Messiah Lifeways and has been reviewed and approved according to our vendor contract policy

Additional Duties 10%:

• Ensure Messiah Lifeways is in compliance with all appropriate local, state, and federal regulations and accrediting agencies, related to the marketing, programming, and the safety and well-being of applicants, residents, clients, team members, and visitors
• Maintain confidentiality regarding resident and donor information as well as other information pertaining to the business of Messiah Lifeways
• Completes other duties as may be assigned by the President & CEO

Potential career growth track: President & CEO

What Else You’ll Need:

• Bachelor’s degree in marketing, hospitality, business administration, or closely related healthcare field; Masters degree preferred or able to acquire
• Minimum of 10 years of progressive leadership positions in senior management roles in senior living, hospitality, health care, or other related organization
• Prefer at least 5 years of experience in marketing, sales, communications, project management, and/or branding
• Prefer at least 5 years of work experience in the field of aging services
• Demonstrated experience in a service related business and a commitment to service excellence

Why You Should Choose to Work With Us:
We work hard to create a One Team culture of care and collaboration and ensure that team members are best equipped to lead happy, healthy, and balanced lives. Messiah Lifeways team members genuinely enjoy what they do, who they serve, and the people they work alongside.  Click here to learn more about what we offer in our comprehensive benefits package.

Qualifications