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Join one of the World�s Most Admired Companies
Founded in 1948, Robert Half International (RHI) is the world�s first and largest specialized staffing firm. RHI is a recognized leader in professional staffing and consulting services, and is the parent company of Protiviti, a global consulting and internal audit firm composed of experts in risk and advisory services. Every day, our experienced staffing professionals assist companies in locating skilled workers and individuals in finding employment. We also help businesses identify opportunities for increasing profitability and managing risks to their operations through Protiviti. In March 2012, Robert Half ranked first in the staffing industry on FORTUNE magazine�s "World�s Most Admired Companies" list. The company is traded on the New York Stock Exchange (symbol: RHI) and is a member of the S&P 500 index. For 2011, Robert Half International reported revenues of $3.8 billion versus $7 million in 1986.
Our Corporate Services employees are the backbone of these global operations. Our teams solve business challenges every day, and they work with our staffing and consulting professionals in more than 350 locations in 20 countries. Each employee at our corporate services locations plays a role in our company�s success. If you want to make a difference, apply for this job today!
Job Description
Robert Half is seeking a Customer Loyalty Manager, who is responsible for our customer loyalty program for both the field and corporate staff including, but not limited to: helping the organization improve the overall customer experience, improve and implement consistent response protocol across the organization, manage the customer survey process and identify opportunities for additional surveys and training. Cross collaborate with numerous departments including corporate communications, staff development and marketing.
Specific Responsibilities:
• Develop a long term customer loyalty strategic plan, including expansion of the survey process, vendor review/implementation, response protocol and training.
• Make recommendations on how to improve overall customer satisfaction to senior management keeping in mind our current operating model.
• Successfully collaborate with staff and other departments/ teams as it relates to projects or issues that impact customer service.
• Cultivate networks throughout the organization to garner support and create a foundation for the customer loyalty program. Create partnerships and act as a consultant to assist all teams with developing processes/programs that focus on customer loyalty.
• Oversee the issue resolution team. Ensure that all problems/concerns are addressed in a timely manner. Personally address escalated issues and ensure they do not continue to escalate.
• Provide information and analysis regarding the success of the program as well as gap analysis.
• Provide direct supervision and guidance to professional and support individual contributors. Identify and recruit qualified people. Write and deliver performance reviews. Provide feedback, coaching and guidance where appropriate to enhance others� skill development. Recommend developmental activities to others. Recommend rewards and discipline of staff.
• Convey clear expectations delegating assignments to the lowest appropriate level. Prepare realistic estimates of resource requirements (e.g., budget, headcount) needed to accomplish team or work group objectives. Monitor progress of others and redirect efforts when goals change or are not met. Hold people accountable for achieving their goals.
• Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals. Provide guidance to direct reports within the latitude of established company policies.
Qualifications:
• BA/BS degree required or equivalent experience.
• 5+ years;� in a enterprise corporate environment.
• Previous supervisory/management experience required.
• Knowledge of customer loyalty key indicators and programs such as Net Promoter, Voice of the Customer (VOC) and Customer Satisfaction Score (CSAT)
Industry specific experience preferred.
• Experience in customer service, social media, documentation and process improvement.
• Ability to communicate across all levels in the organization.
• Proficient in Microsoft Suite (Word, Excel, PowerPoint, Project).
Follow us on Twitter (http://twitter.com/RHI_Corp_Jobs) for RHI Corporate job openings and career and workplace news!
Robert Half International Inc. is an Equal Opportunity Employer.
You may apply for this position online, mail or in person. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Human Resources, RHICorporateRecrui (at) rhi (dot) com, for assistance.
• Online: https://career4.successfactors.com/sfcareer/jobreqcareer?jobId=23406&company=rhi&username=
• By mail: Please mail your cover letter and resume to:
Corporate Staffing
Robert Half International Inc.
2613 Camino Ramon
San Ramon, CA 94583-9128
• In person: Please visit us at the above address and request an application from the receptionist. Applications will be accepted Monday - Friday, 8 - 11a.m. and 1 - 5 p.m.
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