LRA Worldwide

Careers

Current Openings

---

Managing Director, Consulting - Horsham, PA, USA

LRA's Customer Experience Management (CEM) Point-of-View and offerings are focused on helping clients assess, redesign, implement, and measure/sustain the "Optimal Customer Experience," across the enterprise.  Reporting to the CEO, the Managing Director, Consulting will be responsible for the continuing development and growth of this practice.

This individual will be an experienced management consultant and problem-solver who has helped develop and implement customer experience strategies that integrate consulting and market research activities. This individual must be an unstructured problem solver, and a will function in a seller-doer capacity. This individual (either on their own or in conjunction with LRA business developers and Account Directors) is responsible for helping identify, pitch, and secure new client engagements, and then lead the LRA project team.  This individual will coordinate and lead LRA consulting engagements, and will supervise other LRA Subject Matter Experts (both internal and external resources) on client engagements, including SME’s in Market Research, Organizational Development/Training, Standards Development/Content Management, and Quality Assurance.

This individual must have hands-on experience running multiple, concurrent consulting engagements as well as generating billable hours on those engagements.  As a thought-leader of the organization, this individual’s personality and objectives must be aligned with LRA's core mission, vision, and values.

Essential Job Functions

• Responsible for managing and growing LRA’s CEM Consulting practice.
• Responsible for building-out LRA’s CEM consulting methodology and approach, and for documenting and boxing-up LRA’s CEM consulting methodology and approach.
• Responsible for continuing to develop and build-out LRA’s CEM POV, go-to-market methodologies, vision, strategic thinking, processes, tools, systems, touchpoint maps, reports and analysis.
• Responsible for managing the engagement from inception to final delivery.
• Responsible for leading and managing client engagements, supervising the SME’s (both internal staff and external independent contractors) and any other external subcontractors and vendors.
• Responsible for generating at least 50% billable hours on client engagements.
• Responsible for participating in new project proposals, and helping shape the proposal and approach.
• Responsible and accountable for project pricing, margins, budgets, staff utilization, and timelines.
• Responsible for identifying and developing new business from new prospects as well as existing clients.
• Responsible for packaging and delivering project findings, analytics, recommendations, and results to key C-level executives.
• As one of the senior thought leaders of the organization, responsible for contributing to LRA’s POV, IP, and brand awareness.
• Responsible for pursuing speaking engagements, authorship of articles in trade publications, White Papers, and case studies.
• Proven ability to identify talent, manage talent, and foster a team-oriented environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Excellent leadership and management skills.

Job Requirements

• 10+ years experience in securing, designing, managing, and leading profitable management consulting engagements.
• Strong project management and financial management skills.
• The individual should have deep experience in several of the following areas:
• Internal Branding-Internal Marketing
• Brand Engagement-Brand Implementation
• Customer Experience Management
• Customer Satisfaction & Loyalty Research
• Employee Satisfaction/Engagement Research
• Change Management
• Organization Development
• Development of Service Model, Philosophy, Values
• Performance Improvement
• Standards Development
• Content Management- Information Architecture-Knowledge Management
• Human Capital
• Strong presence and communication skills, intellectual curiosity, high energy, influencer, self-motivated, passion for work and personal success, perceptive, intuitive, enjoy building and creating, being a trailblazer
• Maintain trusted relationships at the C-Suite
• Ability to travel up to 50%

This position offers a rewarding compensation package commensurate with experience and background.  In addition to references, the candidate will be expected to provide examples of credentials to support leadership position within LRA’s CEM consulting space, including but not limited to authored presentations, articles, proposals and analyses.  NDA’s will be provided prior to the transfer of any information.

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 pioneer 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 CEM solution is comprised of both strategic and tactical activities and services that assess, redesign, implement, and measure/sustain exceptional customer experiences, service quality, customer satisfaction, employee performance, loyalty and profitability.

We rely on our expertise in the areas of organizational development and effectiveness, change management, performance improvement, training, instructional design, content development, information architecture, knowledge management, research, 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, Four Seasons Hotels, 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, Albertson's, Toll Brothers, Inc., Quest Diagnostic, and many more.

Our background is in industries and sectors where customer service excellence and hospitality are core elements of the brand.  Over the past five years, we've expanded our focus beyond our hospitality industry roots, as companies in less traditional service-oriented industries have begun to closely examine and attempt to improve their customer experience in an effort to gain a competitive advantage: 

Our business is organized as follows:

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

.