Jill Donnelly | CPLP, CMD

Vice President, Product Development & Marketing

"Delighting customers begins long before the front-line interaction."

Best Part of CSE: The creative people.

At CSE Since 2003

Jill Donnelly is a proven leader in creating customized service development strategies and Customer Experience Management concepts that are the foundation of success for every client. Integrating a variety of service development resources that yield impressive service improvement results, her passion and enthusiasm for raising service levels is evident in every client success story.

She has built a stellar service background including her tenure with the Walt Disney Company, where she worked hosting and educating VIP Guests throughout the Walt Disney World Resort, executing special projects with the Media Relations Department, and developing a keen understanding of what it takes to create and perpetuate a memorable service culture. Jill also has proven experience in the shopping center industry, specializing in customer service training and marketing programs for the Rouse Company, The Macerich Company and Westfield Corporation, where she developed and implemented national training and service development programs.

Since 2002, Jill has been developing improvement strategies for CSE and client organizations. She has lead several client projects in various industries and serves as the SME (Subject Matter Expert) on service and organizational development. She is the architect behind the CSE’s eC²® model for service development and leads the design of new solutions that are true to CSE’s development philosophy and ultimately meet client needs.

Jill is a thought leader who shares her insights, observations and recommendations via the CSE blog and through various newsletters. She is a graduate of The University of Delaware, a member of the American Society of Training and Development, (ASTD), and a Graduate of Leadership Anne Arundel. She holds her CPLP (Certified Professional in Learning and Performance) from the ASTD, and her CMD (Certified Marketing Director) from the ICSC. She is an active volunteer in her local community and school system.

In addition to coauthoring CSE's eConnect newsletter and Blog, Jill's written for Specialty Retail Report and Tactics Magazine. She's also a regular speaker at Mystery Shopping Providers Association events.