Enterprise Client Experience Director

HDR; Charleston (WV); On-site; USD 181,000 - 326,000; Full time

Job summary

HDR is seeking a seasoned Client Experience Director to lead enterprise-wide client experience strategy and governance from an in-house role based in the US. You will drive client loyalty, retention, and long-term growth by translating insights into impactful actions across business groups and leadership teams.

The ideal candidate has 15+ years in A/E/C, strong executive communication, and a demonstrated ability to manage cross-functional programs, with a heart for building client-centric

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 is strongly preferred.
• Demonstrated experience leading large cross-functional strategic programs or initiatives across complex organizations.
• Excellent written, verbal, presentation, and executive communication skills.
• Ability to translate client, market, and organizational insights into strategic and operational improvements.

Responsibilities

• Lead HDR's enterprise-wide client experience program, defining and advancing vision, strategy, governance, and implementation aligned with the Strategic Plan.
• Advise and coach leaders on client feedback, relationship strategies, issue resolution, and actions to strengthen trust and loyalty.
• Oversee the Client Feedback System and related client research initiatives to identify trends and guide improvements.
• Develop tools, training, communications, and resources to strengthen client experience capabilities across the enterprise.

Skills

Executive communication

Strategic thinking

Cross-functional leadership

Relationship building

Education

Bachelor's degree in business/marketing/communications/leadership/engineering/architecture

Tools

CRM systems

Client feedback tool

Dashboards/analytics tools

Job description

HDR is seeking a seasoned Client Experience Director to lead enterprise-wide client experience strategy and governance from an in-house role based in the US. You will drive client loyalty, retention, and long-term growth by translating insights into impactful actions across business groups and leadership teams.

The ideal candidate has 15+ years in A/E/C, strong executive communication, and a demonstrated ability to manage cross-functional programs, with a heart for building client-centric