Business Relationship Manager

<strong>Everyone at LRW is responsible for pioneering new ways, opening new doors, and contributing to a culture of the most brilliant and beautiful minds in the business.</strong>

Los Angeles, CA


<p>We&rsquo;re creators and collaborators, academics and advisors, artists and scientists, brimming with fresh ideas to solve the most difficult challenges. We indulge our passions and find our purpose in the pursuit of deep human understanding.</p> <p>This is the story of LRW. Will you help us write the next chapter?</p>

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Overview: LRW is a leading global analytics and insights consultancy, providing full service, custom research and consulting engagements.&nbsp;We&nbsp;advise&nbsp;world class brands on strategy, branding, communications, product development, innovation and customer experience,&nbsp;and&nbsp;are&nbsp;recognized as one of the&nbsp;world&rsquo;s&nbsp;most innovative&nbsp;and fastest growing&nbsp;market research firms.&nbsp;Headquartered in LA and with over&nbsp;900 employees&nbsp;in&nbsp;10+&nbsp;offices (US, London),&nbsp;the LRW Group generates over&nbsp;$200 million in revenue. Clients span a&nbsp;wide range of industries, including entertainment and media, technology, consumer packaged goods, retail, financial.&nbsp;business services, automotive,&nbsp;and&nbsp;pharmaceuticals.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp; <br /><br />In line with&nbsp;LRW IT&rsquo;s mission of&nbsp;People First,&nbsp;the Business Applications team&nbsp;needs someone who can step into ambiguity,&nbsp;build &amp; sustain relationships&nbsp;and confidently navigate&nbsp;the business to making the right technology&nbsp;choices&nbsp;in&nbsp;LRW's entrepreneurial, customer-focused &amp; results oriented culture - which is where the&nbsp;Business Relationship Manager&nbsp;comes in&hellip;&nbsp;  &nbsp; <br /><br />Reporting to the VP of IT&nbsp;(on an interim basis) as a member of the Business Applications team, the&nbsp;Business Relationship Manager&nbsp;(BRM)&nbsp;is a talented IT generalist, capable of&nbsp;guiding and&nbsp;facilitating&nbsp;&ldquo;adult conversations&rdquo;&nbsp;about IT&nbsp;with&nbsp;Departments&nbsp;across the business,&nbsp;wherever &amp; whenever&nbsp;the need arises. They readily partner with any team or individual, at any level, to&nbsp;understand the&nbsp;Department(s)&rsquo;&nbsp;demands &amp; requirements, identify appropriate experts &amp; partners and bring these&nbsp;resources&nbsp;together to deliver fit-for-purpose solutions, helping to&nbsp;fulfil&nbsp;LRW IT's mission of&nbsp;People First. They appreciate nuance, but fight complexity, motivated by the satisfaction of faster, more reliable outcomes for&nbsp;their Department(s), and are energised by exposure to the full gamut of&nbsp;relationship management topics, from solution requirements gathering &amp; business process mapping, to solution architecture &amp; design, to project &amp; operational management of delivered solutions.&nbsp; &nbsp; <br /><br />WHAT DOES SUCCESS LOOK LIKE?&nbsp; <br /><br />A successful&nbsp;Business Relationship&nbsp;Manager&nbsp;will have&nbsp;mastered the art of relationship management, successfully representing&nbsp;a&nbsp;group&nbsp;of very&nbsp;engaged&nbsp;&amp; loyal&nbsp;customers&nbsp;from&nbsp;the Department(s) they&rsquo;ve focused on. Having&nbsp;developed&nbsp;a deep understanding of the&nbsp;demands,&nbsp;needs&nbsp;&amp; ways of working&nbsp;of the&nbsp;Department(s), the BRM will have&nbsp;delivered&nbsp;solutions&nbsp;that&nbsp;&ldquo;just&nbsp;work&rdquo;&nbsp;without being noticed,&nbsp;built&nbsp;confidence &amp; trust&nbsp;with&nbsp;their business counterparts, IT colleagues, partners &amp; vendors alike, and&nbsp;be&nbsp;armed with the&nbsp;experience &amp; know-how to take on bigger opportunities in any IT governance, people management&nbsp;or program/project management&nbsp;discipline they have a passion for.&nbsp; &nbsp; &nbsp;&nbsp;&nbsp;&nbsp;
Responsibilities: PERFORMANCE OBJECTIVES:&nbsp; <br /><br />Strategy&nbsp; <ul> <li>Engage &amp; support&nbsp;LRW IT's leadership in discovering&nbsp;IT's&nbsp;current state, and defining IT's future state;&nbsp;</li> <li>Drive &amp; facilitate&nbsp;discussions between&nbsp;Department(s)&rsquo; points of contact&nbsp;and&nbsp;LRW IT&rsquo;s service owners&nbsp;&amp;&nbsp;extended teams, ensuring the right people are involved at the right time on the right topics;&nbsp;</li> <li>Determine &amp;&nbsp;prioritise&nbsp;the&nbsp;people, process &amp; technology solutions&nbsp;that will deliver the best IT outcomes for&nbsp;the Department(s),&nbsp;LRW's end users and ultimately, our clients;&nbsp;</li> <li>Engage &amp;&nbsp;energise&nbsp;the Department(s) on their use of technology, and help them to understand where they can get the most &ldquo;bang for their buck&rdquo;, without stepping on landmines;&nbsp;</li> <li>Navigate &amp; negotiate&nbsp;the Department(s)&nbsp;and LRW IT teams&nbsp;through competing priorities, conflicting agendas and anything else that may detract&nbsp;from delivering on our mission of&nbsp;People First;&nbsp;</li> <li>Manage &amp; own&nbsp;the applications, products, processes &amp; services that&nbsp;support the Department(s)&rsquo; technology, privacy &amp; security&nbsp;needs in an effective, customer-centric manner.&nbsp;</li> </ul> Execution:&nbsp; <ul> <li>Partner deeply&nbsp;with&nbsp;Department(s),&nbsp;LRW IT&nbsp;and Security&nbsp;teams to&nbsp;detect, select, implement &amp;&nbsp;run&nbsp;the right processes and technology&nbsp;solutions&nbsp;for their people;&nbsp;</li> <li>Communicate engagingly&nbsp;with IT and&nbsp;Department&nbsp;stakeholders to ensure alignment, manage expectations, and&nbsp;demonstrate&nbsp;the value&nbsp;&amp; maturity&nbsp;of LRW IT's&nbsp;focus on Business Applications;&nbsp;&nbsp;</li> <li>Relentlessly drive&nbsp;a business &amp; end user focused IT culture that delivers on our mission of&nbsp;People First, easily pivoting from &ldquo;No&rdquo; to &ldquo;How&rdquo; when faced with challenges;&nbsp;</li> <li>Bring structure to ambiguity&nbsp;by proposing &amp; implementing solutions, while remaining flexible in, and responsive to, our entrepreneurial, customer-focused results-oriented culture;&nbsp;</li> <li>Bring insight &amp; know-how&nbsp;to due diligence, planning &amp; integration of acquired companies;&nbsp;</li> <li>Identify &amp; mitigate risks, by taking proactive steps to prevent undesirable outcomes;&nbsp;</li> <li>Establish &amp; monitor key performance indicators&nbsp;that show clearly&nbsp;whether the Departments&rsquo; processes&nbsp;and&nbsp;technology is&nbsp;delivering on its promise, or&nbsp;where we need&nbsp;it&nbsp;to improve;&nbsp;&nbsp;</li> <li>Support&nbsp;LRW IT teams to&nbsp;understand the Department(s)&rsquo; IT Service landscape, ensuring good solutions are well understood and continuously&nbsp;improved&nbsp;upon by all teams.&nbsp;</li> </ul>
Requirements: Functional:&nbsp; <ul> <li>Done it:&nbsp;7+ years' experience in IT governance topics - project management,&nbsp;customer success management,&nbsp;service management, enterprise architecture or similar;&nbsp;</li> <li>Know it:&nbsp;Undergraduate degree in a related field of study or equivalent commercial &amp; industry-certifiable experience (ITIL, COBIT, PMBOK, Prince2,&nbsp;etc);&nbsp;</li> <li>Show it:&nbsp;Demonstrable experience in converting complex business needs into&nbsp;fit-for-purpose, straightforward&nbsp;solutions, with well-managed execution and robust transition to operations;&nbsp;</li> <li>Do it:&nbsp;Strong program/project management knowledge &amp; skills, covering planning and execution, specifically ensuring solutions are made by &amp; transitioned to LRW IT teams&nbsp;and partners&nbsp;- not held on to by the&nbsp;Business Relationship Manage&nbsp;forever.&nbsp;</li> </ul> Competencies:&nbsp; <ul> <li>An innovator, extremely creative and constantly looking for ways to improve&nbsp;the Department(s)&rsquo;&nbsp;ways of working;&nbsp;</li> <li>A relationship builder&nbsp;and a team player who identifies &amp; promotes best practices to colleagues, counterparts and partners alike, ensuring the case for change is&nbsp;internalised&nbsp;by their peers&nbsp;and partners&nbsp;through influence &amp; persuasion;&nbsp;</li> <li>A multi-tasker, able to work in a fast-paced environment without getting overwhelmed easily;&nbsp;</li> <li>An eye for detail, always ready to put in the extra effort to deliver polished, well-formed IT solutions to LRW;&nbsp;</li> <li>Mindful of the employee experience&nbsp;- articulate, confident &amp; well-spoken in all forms of communication, comfortable to be the voice of our customer to LRW IT, and the face of LRW IT to our customers;&nbsp;</li> <li>Looking to get in on the ground floor of something very exciting by building an IT&nbsp;organisation&nbsp;that:&nbsp;&nbsp;</li> <li>has influence because we&rsquo;ve earned it (we don&rsquo;t talk about &ldquo;having a seat at the table&rdquo;)&nbsp;</li> <li>has trust from teams, employees and leadership (even when we&nbsp;have to&nbsp;deliver tough news or make hard choices)&nbsp;</li> <li>Truly delivers on our mission of&nbsp;People First.&nbsp;</li> </ul>