Manager, Events & Customer Experience

We are a global engagement and marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

MCI Office/Location: Toronto

JOB OBJECTIVE

Primary responsibilities include training and mentoring the Operations team, comprised of Senior Account Managers, Accounts Manager, and Account Coordinators that plan and execute business events, conferences, meetings, experiential marketing events, incentive programs, among other types of corporate events. This role supports the Operations team to help provide exceptional service to clients and nurture and grow client relationships with MCI. The Manager has a proven track record of providing exceptional customer service, great results and delivering fun and memorable events and marketing experiences. They must be a proactive leader who has a passion for teamwork. They will be responsible for cultivating a face paced environment, collaboration, embrace new technologies, provide creative solutions, and fiscal responsibility.

MAIN RESPONSIBILITIES

Leadership & Project Management

• Supervise the Operations Team to ensure clients receive exceptional service and meaningful, relevant content.
• Lead, mentor and oversee the Operations Team and develop the team’s competencies and skills
• Mange staffing levels and assign projects and/or duties, maintain and monitor talent productivity
• Conduct performance appraisals and review performance on a regular basis. Monitor goal achievement to determine areas needing improvement or education opportunities
• Assist with hiring and training of new employees
• Comply with statutory and legal requirements to ensure that all members of the team are aware of and working in accordance with MCI requirements
• Manage good communication internally and externally within the team
• Actively promote and contribute to the positive development of MCI’s organizational culture, vision, systems, procedures and policies
• Manage and ensure standard operating procedures are implemented
• Provide structure for efficient operations, recommend and implement improvements
• Effectively manage project/events (design, plan, organize, deliver and measure) when required by effectively creating and executing against project timelines based on priorities, resource availability, and other project requirements (i.e., budgets)
• Primary client contact, provide regular communication to Director, Corporate Division
• Ensure customer satisfaction, encourage repeat business with current and new clients
• Handle pressure and make decisions that positively impact clients
• Build and manage effective project teams, based on team members' availability, strengths, weaknesses and cultural profiles
• Coordinate workflow and volume of others
• Capacity to build a high-level client credibility, trust and integrity.
• Lead by example and delegate responsibility and empower others where necessary and appropriate
• Maintain standards of honesty and integrity, embody corporate values and exhibit ethical behaviour in one's actions, daily and visibly
• Recognize staff potential and guide staff in developing skills by recommending relevant training
• Maintaining up-to-date documentation and user manuals, while working with colleagues on developing new templates
• Build and maintain relationships with all stakeholders (internal: team, external: clients & vendors)
• Communication: ability to listen and send clear, convincing, and well-tuned messages internally and externally.
• Conflict management & resolution: De-escalate disagreements and orchestrate resolutions.

Quality Control

Monitor talent’s work and the corporate division services to evaluate quality of performance

• Facilitate talent(s) workload to ensure high standard of services is consistently provided for smooth running of programs
• Maintain customer satisfaction as per contractual agreement
• Ensure service issues are satisfactorily addressed

Financial Management

• Determine how company resources will be spent to get the work/job done, and account for these expenditures
• Ensure that each project’s financial targets (GM) are met with regards to revenue generation, cost controls; profit and debt management
• Review and approve event budgets to ensure they are in line with forecasted revenues and monthly business list updates to Director, Corporate Division
• Oversee the appropriate use of equipment and materials needed to do company work
• Accurately calculate amounts to be invoiced and paid
• Create accurate payment schedules (visibility on planned receivables, payables) which align with signed contracts and protect MCIs cash flow
• Define, identify ad-hoc & apply opportunities for improved budget performance (profit maximization)
• Assist sourcing plan for projects (vendor RFP process, cost/benefit analysis, evaluation of best options, effective sourcing)
• Ensure final reconciliation accuracy and timely completion

Other

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• Work in unison with other members of the Senior Management Team
• Demonstrate “customer first” attitude by providing hands-on timely leadership and quality of service
• Maintain up to date knowledge of industry developments
• Any other duties as requested by the Director, Corporate Division

DESCRIPTION OF THE RELATIONSHIPS

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• Reports to the Director, Corporate Division
• A key position within the Senior Management team
• Liaises with other Canadian Managers & Directors
• Works closely with other management team members of The Americas region
• Act as a primary Client contact, providing regular, comprehensive communication with current clients and an escalation point for Operations Team members

JOB REQUIREMENTS

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• A minimum of 10 years’ experience in the Meeting & Event industry
• Proven track record in leading teams that deliver projects
• Fluency in English- other languages a benefit
• Education preferably to post-graduate level, or professional education in Event Management, Hotel Management, Tourism or another relevant domain
• Ability to lead and coach teams by designing clear processes and assigning responsibilities
• Active listener who gives full attention to what others say and takes time to understand others and ask questions
• Excellent communicator, both written and oral, who can adapt their communication to the needs of the audience
• Critical thinker who uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Financial management experience with understanding of budget planning and project financial reporting
• Program planning, development and implementation skills
• Strong relationship builder
• Logical, task oriented and analytical
• CMP or CMM designation
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and Event software

ADDITIONAL LOCAL REQUIREMENTS

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• Willingness to travel locally and internationally as required

LEAD Competencies:

Entrepreneurship, Emotional Intelligence, Results Focus, Communication. Leading Teams, Boundary Spanning, Strategic Execution

Leadership & Relationship Management – 40%.  Systematic identification, analysis and planning of actions to lead, communicate with and influence internal & external stakeholders. 

Project Management – 20%.  Effectively manages project/events (design, plan, organise, deliver and measure) by effectively creating and executing against project timelines based on priorities, resource availability, and other project requirements (i.e., budget).

Finance – 30%, Apply MCI's financial processes; prepare, justify and administer the project/event budget; oversee sourcing and contracting to achieve desired results; monitor expenditures, cash flow, maximise GM and use cost/benefit thinking to set priorities

Admin, IT & Tools- 10%. Completes procedures, documents, forms, reports that are essential to the day-to-day operations of project/events. Masters the systematic use of MCI & other available templates, tools & IT systems

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!