Corporate Director, Culture Transformation (The Ritz-Carlton Leadership Center)

JOB SUMMARY   ***Ideal candidate will have current or past experience with The Ritz-Carlton brand!  ***Must have the ability to travel 85% of the time (domestic and international travel)   The Ritz-Carlton Leadership Center (RCLC) is a for-profit, advisory and consulting organization that specializes in customer experience, organizational culture transformation, and service strategy programs. The RCLC offers courses, onsite presentations, and advisory consulting services. The Corporate Director, Culture Transformation is an individual contributor, responsible for delivery of all of the RCLC offerings around the world and domestically. This position can be based anywhere in the US near a major airport and reports to the Senior Practice Director of The Ritz-Carlton Leadership Center. 

 

The core responsibilities for this position include: 

 

1. Delivering all Leadership Center offerings as a Trusted Advisor and expert in The Ritz-Carlton
2. Owning client relationships to ensure excellent delivery outcomes
3. Evaluating, designing, developing and piloting new Leadership Center offerings
4. Implementing and adhering to delivery processes that drive predictable business outcomes
5. Exemplifying The Ritz-Carlton best practices and culture in all interactions internal and external

 

EXPECTED CONTRIBUTIONS

 

Delivering all Leadership Center offerings

• Delivers with excellence all courses, on-site presentations, consulting, and advisory services around the world
• Acts as Subject Matter Expert and Trusted Advisor on The Ritz-Carlton (RC) best practices, culture, and processes
• Actively seeks feedback from clients on delivery to continuously enhance delivery skills
• Adapts the RC concepts to meet the needs of clients and participates in actively evolving and implementing delivery methods

 

Owning client relationships

• Maintains client relationships and act as trusted advisor to client during delivery engagements
• Builds knowledge in client’s organization and industry to adapt to client needs
• Recommends and informs clients about all products and services of The Leadership Center, using knowledge of client’s needs to tailor recommendations
• Seeks opportunities to maintain ongoing relationships with clients to build the RCLC book-of-business

 

Evaluating, designing, developing and piloting new Leadership Center offerings 

• Builds new IP for the RCLC by leveraging the methods and IP of the RC 
• Listens carefully for gaps in client organizations to inspire the design of new Leadership Center offerings
• Works with the Leadership Center team to design and develop new Leadership Center offerings
• Pilots new offerings with Leadership Center focus groups and best clients

 

Implementing and adhering to delivery processes that delivery predictable outcomes

• Ensures that all delivery processes are adhered to at all times including billable expense processes, dispatch, and pre-sales
• Assists in building scorecards, new processes, and innovations that allow the delivery team to be more efficient
• Participates in delivery program reviews that allow for best practice sharing across the team

 

Exemplifies The Ritz-Carlton and maintains deep knowledge of the best practices, operations and methods of the RC

• Is a definitive example of a Ritz-Carlton Lady or Gentleman and using those principles to drive all interactions in the business
• Has deep knowledge of the methods, practices, and operations of the RC
• Uses this knowledge to shape all of the delivery for the RCLC as a trusted advisor on the brand

 

CANDIDATE PROFILE - KEY TALENTS AND EXPERIENCE 

Required Experience

• Bachelor’s degree and 8 years of progressive work experience or high school diploma and 12 years of progressive experience on-property with The Ritz-Carlton
• Ritz-Carlton specific hotel experience 
• Previous experience presenting ideas and concepts to large groups both peers and/or external groups

 

Personal Competencies (Knowledge, Skills, Abilities & Other Attributes)

 

• Outstanding written and verbal communications including public presenting
• Excellent interpersonal skills and ability to interact and communicate effectively with both hourly and management levels
• Mature, self-directed, poised individual who can interact with senior executives with