Customer Experience Liaison, Guest Relations & Donor Retention (Houston, TX)
Overview
The role owns donor experience from arrival to post-donation at Gulf Coast Blood in Houston, serving as the primary advocate for donors across their journey. You will build trust, address concerns with empathy, and drive donor retention at scale through personalized interactions and proactive engagement. You will work with a cross functional team to ensure world class service and a consistent donor experience from arrival through post donation follow up and recognition.
What You'll Do9
- 1Build personalized donor experiences and relationships to foster long term loyalty and repeat donations.
- 2Lead donor advocacy and service recovery, resolving concerns with empathy and proactive issue resolution.
- 3Design and deliver donor engagement initiatives, sharing insights in daily team huddles and driving adoption.
- 4Coordinate donor recognition activities and milestone celebrations to reinforce appreciation.
- 5Respond to donor inquiries about appointments, processes, programs and services to inform and empower.
- 6Maintain accurate donor records using CRM systems and ensure compliant documentation.
- 7Schedule future donor appointments and communicate opportunities for continued engagement.
- 8Collaborate with staff and volunteers to ensure a consistent, positive donor experience across touchpoints.
- 9Support operational goals through clear documentation and metrics reporting.
Requirements10
- 1Associate's degree in Healthcare Administration, Business, Communications, Public Relations, Hospitality Management, Customer Experience, or related field; or an equivalent combination of education and related experience.
- 2Minimum two years of experience in customer service, donor services, hospitality, or a service focused environment.
- 3Experience handling customer concerns and service recovery situations.
- 4Experience building customer or donor relationships.
- 5Proficiency with Microsoft Office applications and experience with CRM systems preferred.
- 6Valid Texas Driver's License and ability to meet Vehicle Safety Program requirements.
- 7Strong communication and active listening skills with empathy and conflict resolution abilities.
- 8Ability to maintain donor confidentiality and adhere to safety policies.
- 9Bilingual language skills preferred.
- 10Nonprofit, healthcare, blood banking, or mission driven experience is a plus.
Salary Insight
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