Head of Customer Experience

We are looking for an experienced and dynamic Head of Customer Experience to lead a global team focused on delivering exceptional service and engagement. Based in Richmond, Virginia, this role involves managing team leaders and representatives to ensure the highest standards of customer satisfaction. The ideal candidate will possess strong leadership skills and a strategic mindset to drive performance and innovation.

Responsibilities:

• Oversee and manage a global customer experience team, including three team leaders and approximately 40 representatives.

• Develop and implement strategies to enhance customer engagement and satisfaction across all channels.

• Lead the team in achieving key performance metrics and operational goals.

• Collaborate with stakeholders to identify opportunities for improving customer experience processes.

• Monitor and evaluate team performance, providing guidance and support to ensure continuous improvement.

• Build and maintain relationships with major donors to support organizational growth.

• Drive donor solicitation initiatives, focusing on securing major gifts and contributions.

• Ensure efficient business operations related to customer experience and donor relations.

• Analyze data and feedback to inform decision-making and strategic planning.

• Stay up-to-date with industry trends and best practices to maintain a competitive edge.

• Proven experience in leading large teams, preferably in customer experience or a related field.
• Strong background in donor relations, including major donor solicitation and securing significant contributions.
• Demonstrated ability to develop and execute strategic plans to achieve organizational goals.
• Excellent communication and interpersonal skills for building relationships with stakeholders and donors.
• Proficiency in analyzing data to drive process improvements and decision-making.
• Knowledge of business operations and trade settlement processes.
• Ability to adapt to changing priorities and maintain focus on long-term objectives.
• Strong leadership and mentoring abilities to guide team leaders and representatives effectively.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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