Richard Reilly Email & Phone Number

Los Angeles, California, Us

Tapped to lead one of Material’s fastest growing business lines, with a focus on optimizing internal operations and creating a multi-faceted go-to-market strategy. Led a team of 40+.Select highlights:➤ Spearheaded all practice management domains, including strategic planning, business development, client delivery, internal operations, financial performance, and people development.➤ Fueled revenue growth for two of the top ten largest technology companies in the world, expanding Material practice relationships over multiple years.➤ Exceeded practice revenue forecast within the first year of leadership, significantly increasing revenue from the previous year.

Los Angeles, California, Us

During a period of rapid growth, I was recruited by Material, a global CX transformation firm, to manage its customer experience consulting practice, orchestrating delivery across Research, Design, Technology, and Marketing Services.Select highlights:➤ Elevated a hospitality brand 6 spots in JD Power rankings through the design, development, and launch of a service culture initiative that touched over 23,000 associates; achieved the number 2 ranking for Service Index.➤ Developed the global customer and team member experience strategies and corresponding journey maps for a global restaurant brand with over 18,000 locations.➤ Defined the customer service strategy and contact center operating model for a music business supporting over 1.4 million affiliates.➤ Increased customer satisfaction, retention, and revenue through the conceptualization and implementation of a multi-year service excellence roadmap for the world’s largest event services provider; recognized with a Best Customer Experience Strategy award by the International Customer Experience Awards (ICXA).

Worldwide, Oo

Following Deloitte’s acquisition of LRA Worldwide, the company retained me to lead post-sale transition strategy for the new brand operations practice, directly overseeing a team of 16 as well as 400 indirect reports. Over 6 years, I directed transformational initiatives that both impacted internal capabilities and enhanced outcomes for our global client base. Through a combination of cutting-edge technologies that leveraged advanced analytics and re-imagined programs that yielded differentiated customer experiences, I evolved our offerings and business model to improve revenue and build a foundation of long-term annuity clients.Select highlights:➤ Achieved 29% revenue growth, outpaced business plan 10%, and increased operating cash flow through the re-design and implementation of our strategic roadmap.➤ Awarded 1st place out of 1K+ entries in the Deloitte Innovation Challenge for a predictive analytics engine that helped improve guest satisfaction for a global company.➤ Spearheaded new in-store quality program for quick-service restaurant with 2,600+ locations that increased franchisee satisfaction 69% and improved food quality.➤ Guided the development of a proprietary business intelligence platform incorporating predictive analytics, machine learning, and artificial intelligence serving 400K+ users in 140 countries. ➤ Reengineered an international hospitality company’s quality program to raise guest satisfaction 6.5+ points, revenue index 5.5+ points, and brand compliance 18% in 1 year.➤ Propelled an international hospitality company’s new luxury brand to #1 ranking on Trip Advisor through a new service culture, customer journey, and front-line brand standards.➤ Positioned start-up company for its initial public offering with governance, process improvement and accountability practices as well as brand standards development.

With the growth of our customer experience measurement business and our increasingly sophisticated client base, I headed the newly formed strategy and research division. Pivoting into this integrated approach leveraging market insights and advanced analytics drove improved brand performance for clients, which boosted further growth.I led 12 senior direct reports and 300+ staff. The results we achieved were crucial in LRA’s successful sale to Deloitte in 2015.Select highlights:➤ Fueled 220% revenue growth and diversified revenue outside core verticals from 8% to 36% as head of strategy.➤ Raised airline’s JD Power score 51 points and American Customer Satisfaction Index (ACSI) score 10 points with a new quality program focused on the customer experience. ➤ Transformed company-wide employee performance management system from reactive to proactive and raised employee consistency and quality across a 300-member field team in 6 out of 7 operating units.➤ Earned recognition from the American Marketing Association as a top market research offering.

With this promotion, I led a team of account directors in advising 100+ global clients on program design, development, and management to drive increased quality and revenues. I also guided 200 operations, sales, marketing, and technology staff in a matrixed reporting environment. Select highlights:➤ Conceptualized and implemented a global quality program that enabled a 30-brand hotel portfolio to differentiate its value proposition across 7K+ locations in 130 countries.➤ Doubled size of initial engagement with key client and secured add-on work to provide brand standards programming, technology implementations, and quality assurance services.➤ Designed performance management program that enabled participating locations to achieve 45% higher revenue and 17 additional market share points than non-participating locations.

I served as client lead for customer experience measurement and quality assurance inspection programs in this newly created role. I oversaw a team of 8 operations managers as we worked with clients in industries including travel, hospitality, real estate, gaming, and sports and entertainment. Select highlights:➤ Created and launched new “emotional audit” service line that achieved immediate success and aided early adopter to increase customer satisfaction 8 points.➤ Developed competitive benchmarking database that served as an important client resource in producing data-driven insights enabling clients to evaluate performance against competitors.

Boston, Massachusetts, Us

I joined this integrated brand agency to provide contact center training consulting and customer experience strategy expertise to clients including American Express, FedEx, Time Warner, and The New York Times.Select highlights:➤ Re-engineered contact center operations with a multi-channel customer and employee experience for financial services company that doubled target customer conversion rates.➤ Increased customer retention 26% for media company’s B2B subscription services.➤ Implemented cross-service strategy for shipping company to increase small business customer activations 100%.

Toronto, Ontario, Ca

I managed front of house operations for 5-star, 5-diamond hotel in Boston’s Back Bay. I designed and implemented a performance management platform that was later adopted across the company and recognized as a corporate best practice. I was also selected as Manager of the Quarter and finalist for Manager of the Year.