Customer Events Manager

Customer Events Manager

Vacancy expired!

Job Description

Reporting to the ‘Head of Customer Events EMEA’, you manage two teams (Audio & Web Production Team and Multimedia Production Team) that are in charge of providing our virtual event service to our clients across Central Europe (primarily Germany, Austria, Switzerland, East European Countries) and supporting other regional teams in EMEA.

Your role is to supervise the activities of the teams with the support of the respective team leaders and team members. You will be working in a demanding and fast-paced environment, with a strong focus on customer service. To be successful in this role you will be an approachable manager capable of motivating a team and leading by example. You will demonstrate best practices and ensure all SLAs and OLAs are meet with a focus on continuous service improvement.

Responsibilities

• Guide and support the event teams (audio, web and video) in the realisation of projects.
• You will be responsible from developing the team whilst meeting the needs of clients in accordance with quality objectives set by management.
• Define team KPI's and ensure quality control.
• Responsible for the recruitment, development, and training plan for the team.
• Review on a regular basis team processes and identify areas for improvement.
• Support and management of the team responsible for taking orders from existing customers (issuing quotes)
• Support the billing process after completion (respect of prices applied to signed contracts).
• Assist the sales team during the pre-sales phase, in client appointments and for RFPs.
• Work closely with group partners (sales department, finance department, other subsidiaries, external partners and clients)
• Assist the Head of Customer Events EMEA when needed.
• Implementation of new solutions and procedures.
• Active participation in the development of new interfaces or solution event.
• Relationship management with our suppliers and key clients.

Key Result Areas

• Meet SLAs and ensure that the quality of conferences from conception to execution meets our current success rate (>98%).
• Guarantee conference completion for billing on time.
• Optimizing collaboration within our internal departments.
• Maintaining awareness of market / technology trends through market analysis.

Qualifications

• Minimum 5 years’ experience in project management (ideally events - webcasts / Online conferences)
• At least 3 years’ experience managing a team.
• Good technical understanding (web, network, bandwidth), development tools and graphics.
• Ability to manage, motivate and develop a team.
• Ability to analyze and manage complex requests.
• Ability to interact at C-suite level.
• Excellent interpersonal skills.
• Ability to use own Initiative.
• Results driven and process orientated.
• Highly attention to detail.
• Ability to prioritisehigh workloads.
• Fluent written and spoken English (any other language would be a plus)