Director of Client Experience & Loyalty

HDR; Salem (OR); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

Retirement plan with employer match

Tuition reimbursement

Paid time off

Job summary

HDR is seeking a seasoned Client Experience Director to lead enterprise-wide client experience strategy. You will align cross-functional teams with the Voice of the Client, drive governance, and implement programs that improve loyalty and outcomes.

In this in-office role, you will partner with marketing, operations, and project delivery to embed client-centric practices, measure performance, and enable continuous improvement across HDR’s locations in the United States.

Qualifications

• 15+ years of progressive experience in the A/E/C industry.
• Bachelor’s degree in business, marketing, communications, organizational leadership, engineering, architecture, or related field preferred.
• Demonstrated experience leading large cross-functional strategic programs across complex organizations.
• Excellent written, verbal, presentation, and executive communication skills.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.
• Experience working in a globally matrixed firm with dispersed teams and strong relationship skills.
• Experience analyzing qualitative and quantitative data to develop insights and recommendations.

Responsibilities

• Lead HDR’s enterprise-wide client experience program with vision, strategy, governance, and implementation.
• Serve as enterprise advocate for the Voice of the Client and incorporate feedback into decisions.
• Collaborate with leadership to translate client insights into strategic actions and improvements.
• Advance a client-centric culture across HDR through leadership and coaching.
• Oversee client feedback systems, metrics, and performance reporting to guide actions.

Skills

Cross-functional leadership

Executive communication

Strategic program leadership

Relationship-building

Data-driven insights

Stakeholder management

Education

Bachelor's degree in related field

Tools

CRM systems

Dashboards

Analytics tools

Job description

HDR is seeking a seasoned Client Experience Director to lead enterprise-wide client experience strategy. You will align cross-functional teams with the Voice of the Client, drive governance, and implement programs that improve loyalty and outcomes.

In this in-office role, you will partner with marketing, operations, and project delivery to embed client-centric practices, measure performance, and enable continuous improvement across HDR’s locations in the United States.