Attendee Engagement Manager

BCD Travel Chicago , IL 60602

Posted 1 week ago

Do you want to work with bright, talented individuals who take pride in their work and also know how to have fun?! You've come to the right place.

BCD Meetings & Events is one of the leading global providers of meetings, group incentive travel and creative services for some of the world's biggest brands. Our unique difference is that we bring together resources at a local level, centralize processes on a regional level and leverage our global presence to deliver the value and results our clients set out to achieve. We work collaboratively, creatively, and passionately -- and look to hire experts who do the same.

We are headquartered in Chicago, with locations in 50+ countries across the Americas, Europe, Middle East, Africa and Asia Pacific -- a combined global work force of more than 1,100 resources and annual sales volume of approximately $992 million. We are an independently managed operating company of BCD Holdings N.V. and a sister organization of BCD Travel, the world's third-largest travel management company. We are proud of that. We are also one of the best places to work because of our fundamental commitment to our employees. To find out more about our company, visit us at http://www.bcdme.com/.

Summary:

Be part of our Event Solutions Operations team! Join our Attendee Engagement Team!

As an Attendee Engagement Manager, you will oversee and lead the online registration and attendee communication process and ensure the integrity of all attendee registration data and reporting for various events. You will participate as a member of the assigned program team and working together to maintain high level of customer service to internal/external client and meeting attendees.

Core Responsibility 1:

  • Responsible for leading all aspects of registration management on the assigned program

  • Serve as liaison/consultant between attendees, the extended Attendee Engagement team and the Project Manager and client

  • In collaboration with registration website developer conduct reviews and tests of the registration website and provide feedback and edits

  • Prepare for and participate in scheduled weekly internal team and client meetings providing statistics and progress in assigned area

  • Recognize issues and escalate to appropriate team members and participate in the troubleshooting process

  • Oversee discrepancy resolution with other program leads, colleagues, client and/or attendees

  • Handle overflow attendee calls and emails ensuring complete customer service and Service Level Agreements are maintained

  • Prepare for and lead internal registration briefing for teammates supporting you on a project; ensure they are kept informed of pertinent information through the life of the program

  • Establish and maintain deliverables timeline and proactively manage internal and external client expectations

  • Follow all Standard Operating Procedures (SOPs) mandated by Event Solutions operations

  • Oversee daily management registration for assigned events:

  • Preparation -- Includes but not limited collaborate with registration web developer on the creation of the website, consulting with internal and external customer on reporting needs, set up necessary reports, review hotel contract and room block, etc.

  • Monitor attendee registration process and update internal/external clients and suppliers, as needed

  • Accountable for hotel block management of contracted hotel (work with hotel reservationist, stay abreast of block pick up, process room shares, track billing notes, deliver final rooming list to hotel, etc.)

  • Manage activities/ breakouts to ensure registration does not exceed availability

  • Distribute attendee electronic communications, including (but not limited to) registration invitations/reminders, registration confirmations and attendee surveys

  • Liaison between BCD M&E and 3rd party travel fulfillment team

  • Reconcile accuracy of all attendee data, including but not limited to arrival/departure flight manifests ensuring all registrants are accounted for and updating ground transportation supplier(s) and program manager

  • Participate in the development of and adhere to a reporting and deliverables timeline for each assigned event; Can includes daily, weekly, adhoc and final reports (i.e. Registrant Counts and reports, Activity/ Breakout counts and Rosters, Name Badge files, Onsite Change Reports, etc.)

  • As needed -- Act as overall lead to client on Registration Only programs (no BCD M&E Project Manager assigned)

Core Responsibility 2: Client/Account Management

  • Maintain the highest level of quality, professionalism and integrity when working with client, colleagues and suppliers

  • Serve as day-to-day support to the other project leads through program operation by providing account leadership to internal support team by giving clear, consistent, and on-target direction

  • Work with support team to provide overall day-to-day management of the account to ensure consistency in product, delivery, follow through, quality, commitment to timelines and provide high level problem resolution

  • Must be able to work effectively and efficiently with both internal support teams and external client teams

  • Must be an advocate for the internal support team and BCD Meetings & Events to the client at all times

  • Participate in internal pre-program briefings, weekly internal and client meetings and post-program debriefings, including client briefing and debriefings

Essential Job Functions

  • Must work out of a BCD Meeting & Events office

  • Must be able to come to work promptly and regularly

  • Must be able to take direction and work well with others

  • Must be able to effectively provide leadership and direction to others

  • Must have strong big-picture problem solving skills

  • Must be able to work under stress and meet deadlines in a high paced environment

  • Must be able to travel to provide onsite support as needed (2 -- 4 times a year)

  • Must be able to concentrate and perform accurately while meeting applicable productivity measures

  • Must be able to embrace change productively and to handle other tasks as assigned

  • Must be able to thrive in a team setting and be able to effectively collaborate with colleagues both in the office and virtually

Qualifications:

Essential:

  • Natural leadership and consultation skills

  • Strong project and timeline management

  • Solid administrative skills (including strong Microsoft Outlook, Phone coverage, etc)

  • Hands on experience with basic Excel reporting

  • Exceptional business writing and proof-reading skills

  • Must have strong customer service skills

Preferred:

  • Experience in online registration management and registration reporting

  • Bachelor's degree preferred (ideally in Hospitality or Event Planning)

  • Industry-related experience preferred (i.e. hotel, meeting registration, meeting planning, or on-site logistics)

  • Working knowledge of our current registration database (Cvent)

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VIEW JOBS 3/24/2019 12:00:00 AM 2019-06-22T00:00 Do you want to work with bright, talented individuals who take pride in their work and also know how to have fun?! You've come to the right place. BCD Meetings & Events is one of the leading global providers of meetings, group incentive travel and creative services for some of the world's biggest brands. Our unique difference is that we bring together resources at a local level, centralize processes on a regional level and leverage our global presence to deliver the value and results our clients set out to achieve. We work collaboratively, creatively, and passionately -- and look to hire experts who do the same. We are headquartered in Chicago, with locations in 50+ countries across the Americas, Europe, Middle East, Africa and Asia Pacific -- a combined global work force of more than 1,100 resources and annual sales volume of approximately $992 million. We are an independently managed operating company of BCD Holdings N.V. and a sister organization of BCD Travel, the world's third-largest travel management company. We are proud of that. We are also one of the best places to work because of our fundamental commitment to our employees. To find out more about our company, visit us at http://www.bcdme.com/. Job Summary Be part of our Event Solutions Operations team! Join our Attendee Engagement leadership team! As a working Supervisor, Attendee Engagement Services, you possess expert level of understanding of the online registration and attendee communication process to ensure the integrity of all attendee registration data and reporting. You will serve as leadership support to the Manager, Attendee Engagement Services, as well as the extended, Event Solutions Support Teams leadership team with your primary duty being the administrative managerial oversight and mentorship of a small team of Attendee Engagement Managers. 25 -- 33 % of your time will be dedicated to fulfilling the role of Attendee Engagement Manager on assigned events. As a member of the Event Solutions Management leadership team you will act as a contributor in execution of our key initiatives that will support the growth of our business and increase profitability through operational optimization. Core Responsibility 1: Provide administrative management support and mentorship of the Event Solutions Attendee Engagement Services team * Supervise the daily performance of direct reports, ensuring high levels of quality, productivity, customer service, and the meeting / exceeding of contractual obligations. * Have a deep understanding and expertise of overall Event Solutions operations; understanding how departments interact and drive the operations process * Maintain a high level of understanding of the mechanics or the registration tool we use * Mentor and assist in training initiatives of new hires * Advocate and drive standard operating procedures mandated by leadership * In collaboration with and with the support of the Manager, Attendee Engagement Services: * Enforce and collaborate to establish Attendee Engagement Services SOPs and templates * Ensure all staff members have the necessary equipment to perform their duties (computer, telecom, etc.). * Support the Event Solutions Management Team on sharing best practices and support to our global registration departments and colleagues. * Act as a proactive problem solver and apply good judgement in escalation of challenges * Maintain a high level of professionalism, teamwork and problem solving in times of crisis to be able to serve as a effective contributor to resolutions * Be proactive with the Event Solutions Management Team, in discussing new and improved ways to deliver on the project that may lead to added value to the client and efficiencies for the internal team. * Provide input on direct reports yearly appraisals and conduct their annual review with Manger, Attendee Engagement Services * Expedite managerial administrative duties such as approving timesheets and time off approvals. * Schedule and conduct One-on-Ones for each direct report * Be one of the team's registration and reporting subject matter expert to all internal and external customers (assisting on demos, sales initiatives, team training, etc.). * Assumes and performs other duties and responsibilities not specifically outlined herein, as requested. Core Responsibility 2: Fulfill the role of Attendee Engagement Manager on assigned event * Responsible for leading all aspects of registration management on the assigned program * Serve as liaison/consultant between attendees, the extended Attendee Engagement team and the Project Manager and client * In collaboration with registration website developer conduct reviews and tests of the registration website and provide feedback and edits * Prepare for and participate in scheduled weekly internal team and client meetings providing statistics and progress in assigned area * Recognize issues and escalate to appropriate team members and participate in the troubleshooting process * Oversee discrepancy resolution with other program leads, colleagues, client and/or attendees * Handle overflow attendee calls and emails ensuring complete customer service and Service Level Agreements are maintained * Prepare for and lead internal registration briefing for teammates supporting you on a project; ensure they are kept informed of pertinent information through the life of the program * Establish and maintain deliverables timeline and proactively manage internal and external client expectations * Follow all Standard Operating Procedures (SOPs) mandated by Event Solutions operations * Oversee daily management registration for assigned events: * Preparation -- Includes but not limited collaborate with registration web developer on the creation of the website, consulting with internal and external customer on reporting needs, set up necessary reports, review hotel contract and room block, etc. * Monitor attendee registration process and update internal/external clients and suppliers, as needed * Accountable for hotel block management of contracted hotel (work with hotel reservationist, stay abreast of block pick up, process room shares, track billing notes, deliver final rooming list to hotel, etc.) * Manage activities/ breakouts to ensure registration does not exceed availability * Distribute attendee electronic communications, including (but not limited to) registration invitations/reminders, registration confirmations and attendee surveys * Liaison between BCD M&E and 3rd party travel fulfillment team * Reconcile accuracy of all attendee data, including but not limited to arrival/departure flight manifests ensuring all registrants are accounted for and updating ground transportation supplier(s) and program manager * Participate in the development of and adhere to a reporting and deliverables timeline for each assigned event; Can includes daily, weekly, adhoc and final reports (i.e. Registrant Counts and reports, Activity/ Breakout counts and Rosters, Name Badge files, Onsite Change Reports, etc.) * As needed -- Act as overall lead to client on Registration Only programs (no BCD M&E Project Manager assigned) Core Responsibility 3: Client/Account Management * Maintain the highest level of quality, professionalism and integrity when working with client, colleagues and suppliers * Serve as day-to-day support to the other project leads through program operation by providing account leadership to internal support team by giving clear, consistent, and on-target direction * Work with support team to provide overall day-to-day management of the account to ensure consistency in product, delivery, follow through, quality, commitment to timelines and provide high level problem resolution * Must be able to work effectively and efficiently with both internal support teams and external client teams * Must be an advocate for the internal support team and BCD Meetings & Events to the client at all times Participate in internal pre-program briefings, weekly internal and client meetings and post-program debriefings, including client briefing and debriefings Qualifications Essential: * Proven leadership and consultation skills * Expert project and timeline management * Strong verbal communication skills (focus on process training) * High level of understanding of our current registration software * Minimum 2 years registration management experience having acted as lead and co-lead registration management for programs of 1000+ attendees and experienced each of the following components (Not necessarily on the same program) * Full-service and Registration Only programs * Complex reporting * Room share management * Managed multiple hotel blocks * Session (Activity/Breakout) Management * Online payment management * Worked with Event Solutions Group Air Team, Concur and 3rd party travel fulfillment * Solid administrative skills (including strong Microsoft Outlook, Phone coverage, etc.) * Strong Excel reporting skills * Exceptional business writing and proofreading skills * Expert customer service skills Preferred: * Experience in training and mentoring staff preferred * Bachelor's degree BCD Travel Chicago IL

Attendee Engagement Manager

BCD Travel