Head of Client Experience & Loyalty

HDR; Milwaukee (WI); On-site; USD 181,000 - 326,000; Full time

Benefits offered by this job

Employee ownership

Comprehensive benefits package

Tuition reimbursement

Job summary

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program. You will translate client feedback into strategic actions and foster a client-centered culture across HDR's business groups.

You will oversee metrics like NPS, loyalty, and retention while partnering with IT, marketing, and operations to optimize tools and processes. This role is in-office and based in HDR locations in the US.

Qualifications

• 15+ years of progressive experience in the A/E/C industry.
• BS degree or equivalent in a related field is preferred.
• Experience leading large cross-functional strategic programs.
• Excellent written, verbal, presentation, and executive communication.
• Ability to translate insights into strategic and operational improvements.
• Ability to work in a globally matrixed firm with distributed teams.
• Strong interpersonal, facilitation, and relationship-building skills.

Responsibilities

• Lead HDR’s enterprise-wide client experience program and strategy.
• Advise and coach leaders on client feedback and relationship strategies.
• Develop and monitor client metrics, e.g., loyalty and retention.
• Partner with IT and marketing to optimize CRM, dashboards, and analytics.

Skills

Executive communication

Cross-functional leadership

Relationship-building

Facilitation

Data interpretation

Analytics

Education

Bachelor's degree in business/marketing/communications/leadership or related field

Tools

CRM systems

Dashboards

Analytics tools

Job description

HDR is seeking a Client Experience Director to lead the enterprise-wide client experience program. You will translate client feedback into strategic actions and foster a client-centered culture across HDR's business groups.

You will oversee metrics like NPS, loyalty, and retention while partnering with IT, marketing, and operations to optimize tools and processes. This role is in-office and based in HDR locations in the US.