Customer Storytelling Lead

Who We Are

Robert Half, one of FORTUNE’s World’s Most Admired Companies and a Fortune 100 Best Companies to Work For is hiring for a Customer Storytelling Lead to join the Corporate Communications department.

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. Working closely with field leadership, recruiters, Corporate Communications, Marketing, Legal and other partners, the Lead guides customer stories from discovery and qualification through approval, activation and ongoing relationship management. 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, defining its strategy, operating model, governance, customer criteria, prioritization framework, workflows, approval pathways, documentation and program resources.

• Direct a functional or multiple integrated teams (i.e., lead others, have accountability for organizational structure, make talent decisions).

• Own the global customer storytelling function; establishing a multiyear strategy, priorities and operating standards;  accountable for functional performance and outcomes; owns roadmap, capability development, vendor strategy, technology strategy and organizational effectiveness.

• Design a global operating model that establishes consistent program standards while allowing appropriate flexibility for country-specific legal requirements, privacy considerations, cultural norms, customer expectations and business practices.

• Responsible for enterprise customer storytelling standards, customer participation policies, measurement frameworks, approval standards, legal and reputational risk frameworks.

• Accountable for outcomes that affect brand reputation, customer storytelling strategy, executive thought leadership strategy, integrated communications planning and market activation priorities.

• Create repeatable systems for intake, vetting, outreach, relationship management, activation, tracking, reporting, and the ongoing review or retirement of customer stories and permissions.

• Establish clear roles, decision rights and collaboration models across Corporate Communications, Marketing, Legal, field leadership, recruiters and other partners.

• Set the program foundation and recommend its future state, including the sequencing of geographic expansion, phased capabilities, technology, budget and potential team structure as the program matures.

• Use AI-enabled workflows to improve research, interview preparation, content development, program management and operational scale.

• Develop the roadmap for expanding the program’s geographic coverage, determining when and how to enter additional markets based on business priorities, program readiness, available resources and local requirements.

Customer Discovery, Qualification and Portfolio Management

• Build and maintain a healthy pipeline of prospective customer voices across Robert Half’s client and candidate audiences through data-informed discovery, field referrals, customer signals and cross-functional partnership.

• Develop and apply qualification and prioritization criteria addressing customer satisfaction, story strength, public readiness, communication ability, brand alignment, credibility and potential reputational or public relations risk.

• Partner with field leadership, including Operational Presidents and the President & CEO, Talent Solutions, as well as recruiters, to assess fit, coordinate timing, secure internal alignment and ensure they remain informed of customer interactions.

• Accountable for annual operating budget, vendor contracts, technology investment decisions, resource allocation decisions and headcount planning.

• Ensure effective program execution through team resources while providing leadership for customer relationship strategy, customer champion recruitment and development, and customer champion activation initiatives.

• Manage an evolving portfolio of customer champions, regularly reassessing relationship health, permissions, relevance and activation readiness.

Executive and Customer Relationship Leadership

• Build trusted, long-term relationships with customer executives, business leaders, candidates and other champions, creating mutual value rather than one-time transactions.

• Engage and influence senior leaders internally and externally with confidence, discretion, sound judgment and strong executive presence.

• Understand each customer’s Robert Half experience, participation goals, broader professional priorities and strengths to match them with relevant and authentic opportunities.

• Guide customers and internal stakeholders through outreach, interviews, approvals, brand and legal review, preparation and ongoing engagement while protecting customer trust.

Story Development and Cross-Channel Activation

• Identify the strongest narratives in each customer experience and translate interviews and customer information into clear briefs, story frameworks and activation recommendations.

• Partner with Corporate Communications and Marketing teams to activate customer voices through testimonials, thought leadership, media opportunities, social content, videos, speaking engagements and internal or external events.

• Build and prepare a pipeline of customers who can participate in media interviews, executive discussions, webinars, roundtables, conferences and other high-impact opportunities.

• Collaborate with Marketing and share approved customer information when appropriate; this role does not own marketing-led outputs such as case studies or reference-call programs.

Measurement, Risk Management and Program Evolution

• Define measures of program health and impact, including pipeline strength, customer participation, activation readiness, relationship durability, channel use and contribution to communications and reputation objectives.

• Use program data, stakeholder feedback and customer insight to improve prioritization, workflows, customer experience and resource allocation.

• Maintain visibility into permissions, approvals, account changes and reputational considerations so customer stories remain accurate, current and appropriate for use.

• Provide clear updates and recommendations to senior leadership and shape the program roadmap as business needs and capabilities evolve.

What You'll Need

• 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 and converting strategy into repeatable processes and operating systems.
• Program strategy and development; governance and workflow design; customer discovery and qualification; narrative judgment; executive interviewing; portfolio and pipeline management; risk assessment; measurement and reporting; prioritization; strong execution in ambiguous, fast-moving environments; ability to operate independently and determine an effective path forward with limited direction.

• Exceptional written, verbal, presentation and storytelling skills; strong executive presence; excellent judgment and customer empathy; proven ability to build durable relationships with executives and senior business leaders; ability to influence without authority and orchestrate cross-functional work across field leadership, recruiters, Corporate Communications, Marketing, Legal and other teams; ability to build relationships and work effectively across countries, cultures, time zones and organizational structures; sensitivity to cultural differences that may affect customer trust, communication preferences and public participation.

• Minimum Required Technical Skills: Proficiency with Microsoft 365 or comparable productivity and collaboration tools; experience using customer relationship management, project or program management, or content workflow tools to manage pipelines, approvals, communications and program performance; knowledge of Salesforce or similar customer relationship management platform; experience with Copilot, Claude, ChatGPT or similar generative AI tools to create program assets and resources, drive efficient workflows and scale program output.

The typical annual salary range for this position is shown below and is negotiable depending upon experience and location. The position is eligible for a discretionary annual bonus.

$114,000.00 - $175,000.00

We offer exceptional earning potential and a competitive benefits package, including 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, and short/long term disability. Robert Half provides paid time off for vacation, personal needs, and sick time. The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year. Our people also receive up to 11 paid holidays per calendar year. We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees. Learn more at .

Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.

Our recruiters use their expertise and may utilize AI to help with their evaluation of candidates.

In your email please include the following:

• The specific accommodation requested to complete the employment application.

• The location(s) (city, state) to which you would like to apply.

For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.