Job Overview

Hoxworth Blood Center (HBC) was founded in 1938 and serves more than 30 hospitals in 18 counties in Southwestern Ohio, Northern Kentucky, and Southeastern Indiana. Annually, HBC collects more than 100,000 units of blood from local donors to help save the lives of patients in area hospitals. HBC is located within the University of Cincinnati (UC), College of Medicine (COM). UC COM has a reputation for training best-in-class health care professionals and developing cutting-edge procedures and research that improves the health and clinical care of patients. In partnership with the UC Health academic healthcare system and Cincinnati Children's Hospital Medical Center, UC COM's faculty and staff are transforming the world of medicine every day.
 
Hoxworth Blood Center, University of Cincinnati, is seeking a full-time Director of Experience to lead strategic initiatives to enhance the overall experience of blood donors. This role is vital in fostering strong relationships with donors, promoting donor retention, and increasing overall engagement. The ideal candidate will have a passion for community service, exceptional communication skills, and a track record in customer relationship management.

Essential Functions

• Strategic Planning: Develop and implement a comprehensive donor experience strategy that aligns with the organization’s mission and goals.
  Donor Engagement: Create and execute programs to enhance donor interaction, satisfaction, and loyalty while ensuring a welcoming and supportive environment. Build a highly tailored yet fully-scalable and cross-functional structure/programming dedicated to converting potential donors, to first-time donors, tracking to highly engaged frequent donors and avid blood donation advocates. 
• Employee Training: Coordinate with the employee training staff to develop and implement programs that enhance employees’ skills in interacting with blood donors. Exemplify and instruct staff to interact with donors to provide a delightful donor experience fostering donor loyalty and encouraging repeat donations. Illustrate benefits of positive interaction with donors to increase employee satisfaction and decrease employee turnover. Take a hands-on direct approach to training staff to deliver a consistent delightful donor experience.
• Outreach Initiatives: Lead outreach efforts to educate the community about blood donation and its impact, collaborating with marketing and communication teams.
• Feedback Mechanisms: Establish feedback systems to gather insights and opinions from donors, using this data to inform improvements.
• Team Leadership: Manage and mentor staff dedicated to donor relations, providing training and development to enhance service quality.
• Collaboration: Work closely with the development team to ensure fundraising initiatives resonate with donor interests and values.
• Event Coordination: Oversee donor appreciation events and recognition programs, ensuring donors feel valued and acknowledged for their contributions.
• Data Analysis: Analyze donor data and behavior trends to identify opportunities for enhancing the donor experience and increasing retention rates.
• Reporting: Prepare and present reports on donor experience metrics, providing updates and recommendations to senior management.
• Assist the Division Director/Medical Director with preparation of the departmental budget and monitor annual expenditures to ensure adherence to budget.
• Provide direct and/or indirect supervision to exempt and non-exempt staff (i.e., hiring/firing, performance evaluations, disciplinary action, approve time off, etc.).
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

Bachelor's Degree.

Required Experience

Eight plus (8+) years of related experience. Experience must also include (3) years in a supervisory role.

Additional Qualifications Considered

• A degree in a relevant field of study, such as Hospitality, Business, or Communications.    
• Strong skills in prioritization, planning, analysis, presentation, people management, and interpersonal relationship building.

Physical Requirements/Work Environment