Customer Experience Liaison - Guest Relations (TMC)

Job Description

Job Description

Customer Experience Liaison - Guest Relations (TMC)

Be the Reason Donors Come Back!

Help create exceptional donor experiences, resolve concerns with empathy, and support a mission that saves lives across our community.

Job Summary

The Customer Experience Liaison serves as the primary advocate for donors throughout every stage of their donation journey, delivering personalized, memorable experiences that inspire donors to return again and again. This role plays a critical part in donor retention by building meaningful relationships, fostering trust, and ensuring every donor feels valued, appreciated, and connected to Gulf Coast Blood’s lifesaving mission.

As the voice of the donor, the Customer Experience Liaison is responsible for enhancing donor satisfaction, addressing concerns, supporting service recovery efforts, and creating positive interactions that encourage long-term donor loyalty. By creating exceptional experiences before, during, and after each donation, this role helps increase donor retention and repeat visits—ultimately supporting a stable blood supply for the patients and communities we serve.

The ideal candidate is passionate about customer service, relationship-building, and creating experiences that make donors eager to return. Through proactive engagement, effective communication, and a commitment to world-class service, the Customer Experience Liaison helps transform first-time donors into lifelong supporters of our mission.

Training for this position will be conducted at our Texas Medical Center facility , where team members will receive hands-on instruction and support to successfully transition into the role and deliver exceptional donor experiences from day one.

Just For You:

• Competitive pay and full benefits package.

• A mission-driven organization where every interaction has impact.

• A vibrant workplace within Houston, TX —plus free parking.

• An opportunity to save lives through kindness, empathy, and service.

Tips to thrive in our culture:

• Embody our Core Values of Commitment, Integrity, and Respect.

• Work to actively create experiences that inspire others to save lives, each and every day.

• Embrace doing it right, making connections, and creating desired experiences.

• Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.

Essential Responsibilities:Donor Experience & Relationship Management: 35%

• Welcome donors and visitors with professionalism, warmth, and respect.

• Create personalized donor experiences that foster donor engagement, trust, and long-term loyalty.

• Build meaningful relationships with first-time and returning donors.

• Recognize and celebrate donor milestones and achievements.

• Encourage repeat donations and support donor retention initiatives.

• Collect and maintain donor intelligence and interaction notes to support future donor engagement efforts.

• Ensure donors feel informed, appreciated, and supported throughout their donation experience.

Donor Advocacy & Service Recovery: 20%

• Serve as the primary point of contact for donor concerns, complaints, and service recovery situations.

• Utilize active listening, empathy, and conflict resolution techniques to address donor concerns.

• Proactively identify opportunities to improve donor experiences and resolve issues before they impact donor retention.

• Restore donor confidence following service disruptions or negative experiences.

• Partner with donor center staff and leadership to resolve donor concerns effectively.

• Advocate for donor needs while balancing operational requirements and service standards.

Communication & Donor Engagement: 35%

• Serve as a subject matter resource for donor experience initiatives and best practices.

• Participate in daily team huddles and share donor experience insights and opportunities.

• Answer donor inquiries regarding appointments, donation processes, programs, and services.

• Schedule future donor appointments and promote donor engagement opportunities.

• Coordinate donor recognition activities and special milestone celebrations.

• Collaborate with staff and volunteers to ensure a consistent and positive donor experience.

• Educate donors on donor benefits, blood donations and Digital Donor accounts.

Administrative Support & Compliance: 10%

• Maintain accurate donor records and documentation.

• Utilize CRM and donor management systems to track donor interactions and engagement activities.

• Follow established policies, procedures, quality standards, and compliance requirements.

• Support donor center operational goals through accurate documentation and reporting.

• Perform other duties as assigned.

Required Qualifications:Education:

• Associate's degree in Healthcare Administration, Business, Communications, Public Relations, Hospitality Management, Customer Experience, or a related field; OR

• An equivalent combination of education and directly related experience.

Experience:

• Minimum two (2) years of experience in customer service, patient experience, donor services, member services, hospitality, healthcare support, customer relations, or a related service-focused environment.

• Experience handling customer concerns, complaints, escalations, or service recovery situations required.

• Experience building customer, donor, patient, or member relationships required.

• Experience utilizing CRM or customer relationship management systems preferred.

• Proficiency with Microsoft Office applications.

Certifications / Licenses:

• Valid Texas Driver's License.

• Ability to meet Vehicle Safety Program requirements.

Preferred Qualifications:

• Experience in Patient Relations or Patient Experience.

• Experience in Customer Resolution, Escalations, or Complaint Management.

• Experience in nonprofit, healthcare, blood banking, or mission-driven organizations.

• Experience supporting customer, member, or donor retention initiatives.

• Bilingual language skills preferred.

• Experience coordinating customer recognition or engagement programs.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee may be exposed to blood and blood components as well as other biohazard materials. The work environment is generally moderate in noise level and requires frequent interaction with donors, volunteers, and staff in a donor center setting.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently stand and move throughout the donor center.

• Regularly communicate with donors, staff, and visitors.

• Frequently use hands and fingers to operate office equipment and computer systems.

• Occasionally bend, kneel, stoop, crouch, and reach.

• Must comply with all applicable safety requirements and team lift procedures.

Who We Are:

Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex—the Texas Medical Center—while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.

Some Jobs Change Lives. Others Save Them.

Think you have what it takes to save lives with us? We want to hear from you.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Gulf Coast Blood is an Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results, or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.