[Hiring] Customer Storytelling Lead @Robert Half

Role Description

The Customer Storytelling Lead builds and leads Robert Half’s global customer storytelling program from inception, creating the strategy, governance, processes, criteria, resources and operating model required to develop a durable network of customer champions across markets. The role identifies and cultivates trusted relationships with clients and candidates whose experiences can strengthen Robert Half’s reputation, credibility, visibility and thought leadership. This role requires exceptional executive presence, judgment and customer empathy, along with the independence and confidence to define and scale a new program.

What You'll Do

• Program Strategy, Infrastructure and Governance:
  • Build the customer storytelling strategy and program from the ground up.
  • Direct a functional or multiple integrated teams.
  • Own the global customer storytelling function.
  • Design a global operating model that establishes consistent program standards.
  • Responsible for enterprise customer storytelling standards.
  • Accountable for outcomes that affect brand reputation.
  • Create repeatable systems for intake, vetting, outreach, and relationship management.
  • Establish clear roles, decision rights and collaboration models.
  • Set the program foundation and recommend its future state.
  • Use AI-enabled workflows to improve various processes.
  • Develop the roadmap for expanding the program’s geographic coverage.
• Customer Discovery, Qualification and Portfolio Management:
  • Build and maintain a healthy pipeline of prospective customer voices.
  • Develop and apply qualification and prioritization criteria.
  • Partner with field leadership to assess fit and coordinate timing.
  • Accountable for annual operating budget and resource allocation decisions.
  • Ensure effective program execution through team resources.
  • Manage an evolving portfolio of customer champions.
• Executive and Customer Relationship Leadership:
  • Build trusted, long-term relationships with customer executives.
  • Engage and influence senior leaders internally and externally.
  • Understand each customer’s Robert Half experience and participation goals.
  • Guide customers and internal stakeholders through various processes.
• Story Development and Cross-Channel Activation:
  • Identify the strongest narratives in each customer experience.
  • Partner with Corporate Communications and Marketing teams to activate customer voices.
  • Build and prepare a pipeline of customers for media interviews and discussions.
  • Collaborate with Marketing and share approved customer information.
• Measurement, Risk Management and Program Evolution:
  • Define measures of program health and impact.
  • Use program data and stakeholder feedback to improve workflows.
  • Maintain visibility into permissions and reputational considerations.
  • Provide clear updates and recommendations to senior leadership.

Qualifications

• Bachelor of Arts or Bachelor of Science degree in communications, journalism, public relations, marketing or a related field, or equivalent work experience.
• 10+ years of experience leading customer storytelling, customer advocacy, customer marketing, communications, public relations, customer success or related programs.
• Demonstrated experience building a new program from inception.
• Exceptional written, verbal, presentation and storytelling skills.
• Strong executive presence and excellent judgment.
• Proven ability to build durable relationships with executives and senior business leaders.
• Ability to influence without authority and orchestrate cross-functional work.
• Sensitivity to cultural differences that may affect customer trust.

Requirements

• Program strategy and development; governance and workflow design.
• Customer discovery and qualification; narrative judgment.
• Portfolio and pipeline management; risk assessment; measurement and reporting.
• Strong execution in ambiguous, fast-moving environments.
• Minimum Required Technical Skills: Proficiency with Microsoft 365 or comparable tools.
• Experience using customer relationship management tools.
• Knowledge of Salesforce or similar platforms.
• Experience with generative AI tools to create program assets.

Benefits

• Exceptional earning potential and a competitive benefits package.
• Group health insurance benefits (medical, vision, dental).
• FSA and HSA healthcare accounts.
• Life and accident insurance.
• Adoption and fertility assistance.
• Paid parental leave of up to 6 weeks.
• Short/long term disability.
• Paid time off for vacation, personal needs, and sick time.
• Opportunity to contribute to company 401(k) savings and investment plan.