We are a global engagement 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.

The Senior Account Manager is responsible for managing high level client accounts and delivering world-class meetings and events in the Corporate Division. 

Main Responsibilities

Leadership & Relationship Management (40%)

Systematic identification, analysis, and planning of actions to lead, communicate with and influence internal & external stakeholders. Stakeholders include those who have an influence /interest in /impacted by or have role within the project (e.g. internal team, departments, MCI global, clients and vendors).

Internal:

• Advocate and control the MCI standards of quality according to all SOPs, tools, and systems in use
• 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
• Demonstrate and communicate acceptable day-to-day behaviour that matches MCI values
• Sense other people's emotions, understand their perspective, and take an active interest in their concerns. Also, to be sensitive towards cross cultural differences.
• 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

External:

• 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.
• Display pro-active leadership style with all stakeholder relationships
• Listen and send clear, convincing, and well-tuned messages internally and externally
• Resolve stakeholder conflicts (internal and external) 

Project Management (20%)

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

• Fully manage and execute projects, with responsibility of up to $550,000 gross margin per year
• Project Team Management – manage a pre-planning internal team of 3 or more and manage large-scale on-site staffing requirements
• Acquire detailed knowledge about all project parameters, at all times, independent of size, scope and team size
• Effectively plan and execute all project details from start of project to successful execution
• Adjust and remain flexible to changing situations (embrace change) and overcome obstacles/difficulties
• Address and find appropriate resolution of client complaints
• Assign tasks to individuals based on skills and areas of expertise
• Autonomously manage complex projects in an efficient and profitable manner, identify opportunities, threats, weaknesses, and dangers
• Ensure internal Event Safety & Security Tool (ESST) assessment is conducted on all events
• Communicate key parameters / threats and actively seek & recommend corrective action to stakeholders
• Draft proposals which meet client needs/expectations based on solid research & accurate information, providing pricing with focus on the client need
• Implement risk management techniques to minimize disruption and deal with problems that arise proactively
• Implement sustainability management practices/plan
• Meet and even improve standards of excellence 
• Transmit in an effective way: knowledge, best practice, and experience
• Articulate value of sustainability approach to client and implement sustainability event management practices
• Understand factors involved in the Procurement Decision, and how to find Global and Local Preferred Partners
• Manage and coordinate all vendors and other third parties
• Ensure on-site delivery and management of project-on-project date(s)
• Managing project elements such as registration, production, venue logistics, collateral needs, food and beverage, décor, entertainment, gifting, travel, etc.
• Coordinating meetings and calls to connect all key vendors for project discussion and brainstorming solutions
• Supporting Operations department by assisting other Account Managers in specific components of projects
• Participating in creative brainstorming and development sessions
• Connecting vendor material (scripts, creative briefs, etc.) from the vendor to the client
• Participating in weekly conference calls for project to provide client with up the minute updates on project status
• Managing (or supporting Coordinators) on registration sites from the initial copy deck, initial site build, multiple client and MCI revisions, facilitate creative design and input and final testing and “go live”. After site is launched, monitoring event status and providing client with updates.
• Working with Air Manager or 3rd party vendor to arrange specific client air/train travel requirements
• Anticipating collateral needs, providing copy, and working with creative director to provide collateral solutions to client
• Managing (or supporting Coordinators) in all project documents (function sheets, confirmation and welcome letters, itineraries, etc.), including copy and collateral design
• Managing entire on-site execution of the event, including staffing, vendors, client, etc.
• Review documents for both own projects and colleagues’ projects.
• Account Manager will work collaboratively with other Account Managers, Account Coordinators and Registration Coordinators, mentoring to teaching procedures as pertains to work they are providing.
• Post-event – conducting internal and client de-briefs, sending Customer Satisfaction Survey, completing all necessary MCI reporting \

Financial Accountability (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, maximize GM and use cost/benefit thinking to set priorities.

• Accurately calculate amounts to be invoiced and paid
• Calculate budget for a project or event (allocate budget amounts for project or events categories/activities)
• 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)
• Maintain accurate budget versions which is to be kept updated at all times (weekly/monthly)
• Manage positive cash flow daily: receivables, payables, inventory
• Monitor and control revenues and expenses
• Specify fixed and variable costs
• Ensure final reconciliation and account billing is sent to client within deadline perimeters

Administration & IT (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.

• Articulate the business case and added value of MCI-owned tools and systems to external stakeholders
• Assess and match relevant information systems to better meet stakeholders needs
• Identify learning needs for team members (re: info systems) and define relevant training/development solutions to fill the skills gap
• Provide hands-on training to technology tools users
• Recommend adjustment changes to systems, forms, documents, procedures, policies, etc., that will increase effectiveness of the project(s)
• Use MCI systems at super-user level capability (where applicable) 

Description of The Relationships

• Reports to Director, Customer Experience (CX)
• Internally collaborates with all CD team members – including Business Development, Sales/Planning, Operations, Accounting, etc.
• Maintains professional relationships with clients, vendors, and temporary staff
• Provides a high-level of customer service to clients 

Job Requirements

• Minimum of seven years of directly relevant industry experience, demonstrating consistent progression in roles and responsibilities, including at least three years in an Account Manager role
• Degree or Diploma in Hospitality/Event Management, Business or other related field, or equivalent experience
• CMP designation, or working towards obtaining
• Enjoys working in a fast-paced team environment, with the ability to perform multiple tasks and handle multiple assignments simultaneously with efficiency and accuracy
• Excellent verbal and written professional communication skills are essential
• Great customer service orientation and a positive attitude
• Well-developed time management skills with a logical approach to work: highly organized, efficient, and detail-oriented
• Responsible and able to work both independently and with project teams for individual events
• Excellent problem-solving skills and the ability to thrive under pressure 

Specific Technical Skills

• Strong computer skills are a must:
  • Highly proficient levels in MS Excel, Word, PowerPoint, and Outlook
  • Effectively able to use computer software and technology to organize and present client data and information
• Fluent written and spoken English is essential, with strong business communication skills. Other languages are an asset

Additional Local Requirements

• May be required to be outdoors for extended periods of time
• Moderate lifting especially during on-site execution of events, and a considerable amount of walking and standing is expected
• French language proficiency, while not mandatory, is welcome 

Benefits

• Competitive salary starting at $70,000 annually, with opportunities for growth.
• Health and dental benefits.
• Friendly and collaborative work environment.

*Please note: Interviews will begin in early January once teams return from the holiday break

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