LRA Worldwide, Inc.

Careers

Current Openings

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 Client Services Manager - Corporate HQ - Horsham, PA, USA

This individual, reporting to the Director of Client Services, is responsible for day-to-day client relationship management. This includes ensuring that all client expectations for an engagement (reports, technology, analysis, timelines, budgets, etc.) are met, interacting and coordinating the efforts of a cross-functional project team, and ensuring a seamless client experience between the various LRA capabilities.  Strong people skills, analytical skills, and project management skills are required.

Responsibilities:

The Client Services Manager has three (3) principal responsibilities:

1) Relationship Management and Client Retention – you are the point person for maintaining, nurturing, and managing the day-to-day relationship with your client(s), with operational support from QA Operations Managers and/or Consultants that are assigned to the account. This requires establishing relationships with senior-level client executives as well as mid-level managers working with LRA on the project(s).

2) Analytical Insights – with support and input from LRA’s research and operations groups, you are responsible for analyzing the data and information collected by LRA on the client engagement, and disseminating, analyzing, and reporting those findings, correlations, insights, and recommendations to client executives.

3) Project Management – with support and input from LRA’s IT group, you are responsible for managing the launch of new client engagements by creating and maintaining project plans, aligning on client needs and specifications (both operational and technical), and offering recommendations based upon industry best practices.

Relationship Management and Client Retention

• Responsible for maintaining contact with your clients on a continuous basis.
• Responsible for serving as the central point-of-contact between LRA and the client with support from the Operations Manager and/or Research Consultant, the Client Services Manager must resolve any and all issues and/or roadblocks.
• Responsible for scheduling, organizing and leading existing client meetings on an as-needed basis. 
• Responsible for scheduling, organizing and leading new client launches and kickoffs.
• Responsible for becoming a trusted advisor and partner to your clients.
• Responsible for working closely with the LRA Operations Manager(s) and/or Consultants assigned to the account to ensure the client is being serviced in accordance with the MSA and SOW.
• Responsible, in conjunction with the Operations Manager(s) and/or Consultants, for ensuring the highest levels of client satisfaction and retention.
• Responsible for analyzing and reporting the satisfaction and retention of your existing client base. 
• Responsible for remaining knowledgeable of the Clients’ business, industry, client management, key personnel changes, trends, economic conditions and financial matters which could impact the client’s relationship with LRA.
• Responsible for transferring knowledge and information about the Account to the Operations Manager(s), Consultants, and as appropriate to LRA Senior Management.
• Responsible for being visible and well-known by your client through continuous client communication and participation in client trade shows and periodic client visits.
• Responsible for being fully knowledgeable of all of LRA service offerings, LRA’s value proposition, and personnel/responsibilities.
  
• Responsible for participating in new client RFPs and sales presentations.
• Responsible for participating in the training activities for the account, with a focus on ensuring the entire operations team (Director of Operations, Operations Manager, and AA’s) and/or Consultants have a complete understanding of client goals and objectives.
• With support from LRA’s Research Group, responsible for analyzing and disseminating client data in order to identify and communicate key insights, trends, behaviors, findings, and recommendations to your client(s).
• Responsible for interacting with other internal and external data providers to seek ways to integrate data and analysis, and provide added value.
• Responsible for creating semi-annual client presentations that summarize results, reveal insights, and communicate recommendations.
• Responsible for seeking and organizing appropriate client audiences, and to lead presentations where LRA’s analysis, findings, insights, and recommendations are presented.
  
• Experience conducting analysis in Microsoft Excel (leveraging Pivot Tables, Data Validation, Macros, and general modeling techniques) as well as creating client-ready Microsoft PowerPoint presentations is required.
  
• Experience in quantitative research and report-writing a plus.

Project Management

• Responsible for coordinating cross-functional groups within LRA to maintain a seamless client experience.
  
• Responsible for creating and maintaining engagement project plans (in Microsoft Project) that are consistently executed on-time.
  
• Responsible for uncovering client core needs and guiding the client decision-making process using industry best practices.
  
• Responsible for scheduling and facilitating routine client meetings.

Requirements:

• Bachelor’s degree in Business, Marketing, or equivalent work experience.
• Two to five years of account management and/or consulting experience demonstrated by consistently meeting client objectives.
• Strong, conceptual understanding of market research and the ability to evaluate the application of appropriate research methods to support client’s business objectives.
• Strong analytical skills; capable of disseminating streams of data and developing insightful findings, insights and conclusions.
• Experience in LRA’s core verticals (Hospitality, Leisure & Gaming; Sports & Entertainment; Travel & Transportation) a plus, but not required.
• Demonstrated project management experience.
• Ability to travel up to 25%.
• Proficiency with Microsoft Office including: Excel, PowerPoint, Project and Word.
• Excellent communication skills (written and verbal) with strong presentation abilities.

About LRA Worldwide, Inc.
LRA Worldwide, Inc., based in Horsham, PA, is a leading consulting and research company specializing in Customer Experience Management (CEM).  As a leader in this rapidly-evolving space, LRA is uniquely positioned to be the "go-to, first choice" provider for leading companies and brands interested in optimizing the customer experience.  LRA’s provides both strategic and tactical activities and services that assess, redesign, implement, and measure customer experiences, service quality, customer satisfaction, employee performance, loyalty and profitability.

We rely on our expertise in the areas of customer experience research, customer and employee satisfaction research, organizational development and effectiveness, change management, performance improvement, training, instructional design, content development, information architecture, knowledge management, and branding to help companies "Operationalize and Internalize the Brand" - translating the brand promise and customer strategy into operational reality. LRA clients include a diverse group of leading companies and brands across a number of core verticals, including: Hospitality, Gaming & Leisure, Sports & Entertainment, Travel and Transportation; and non-core verticals including Financial Services, Healthcare, Real Estate, Retail, and Consumer Services.  Clients include Starwood Hotels & Resorts Worldwide, Foxwoods, Hyatt Hotels, Marriott Vacation Club International, the National Basketball Association, the PGA TOUR, International Speedway Corp. (NASCAR), Churchill Downs Inc., ARAMARK Corporation, Station Casinos, VIA Rail Canada, NetJets, Toll Brothers, Inc., Quest Diagnostic, and many more.

Over the past five years, we've expanded our focus beyond our hospitality industry roots, as companies in other industries have begun to closely examine and work to improve their customer experience in order to gain a competitive advantage: 

Our business is organized as follows:

• CEM Consulting
• Customer Experience Strategy
• Standards Development & Content Management
• Organizational Development & Training
• CEM Research
• Customer Satisfaction & Loyalty Research
• Customer Experience Optimization Research
• Employee Engagement Research
• Quality Assurance & Mystery Shopping