Director, Client Experience & Hotel Relations

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.

Job Objective:

The position serves as a member of the MCI USA Convention Division. The Director, Client Experience & Hotel Relations (DCE) establishes and maintains strong client relationships for assigned clients and hotel partners. The DCE is a critical, strategic liaison between the client, hotel partners, and MCI internal departments. The DCE identifies customer goals and implements solutions to achieve those goals.  The DCE identifies client challenges, ensures resolution at the root cause, and communicates client-centric solutions, features, and product updates. DCE is positioned to provide leadership and drive priorities for assigned clients profitably.  The DCE also manages relationships between US hotel brands and MCI.  That includes attending hotel events, problem-solving with the GSOs, and staying current with the latest products and trends.  The DCE will also manage MCI’s contracting and sourcing departments, including workload assignments, quality of work, and profitability.

Main Responsibilities:

• Client Management: Spearhead the holistic management of a designated portfolio of clients, ensuring their needs and expectations are not only met but exceeded through proactive engagement and strategic initiatives
• Onboarding Coordination:  Facilitate seamless onboarding experiences for newly acquired clients, orchestrating comprehensive meetings to familiarize them with our services, processes, and team dynamics, thereby setting a solid foundation for long-term collaboration
• Strategic Objective Establishment: Collaborate closely with assigned clients to identify, define, and prioritize their business objectives, aligning our services and solutions to their overarching goals for maximum impact and mutual success.
• Initiative Leadership: Drive forward-thinking strategic initiatives within assigned client accounts, leveraging industry insights, market trends, and innovative approaches to unlock new opportunities and address evolving challenges effectively
• Product Demonstrations: Conduct engaging and informative demonstrations of our products and services to clients, showcasing their value propositions and functionalities tailored to their specific needs and pain points
• Client Meeting Leadership: Take the helm in orchestrating and facilitating high-level meetings with assigned clients, fostering open communication, aligning expectations, and steering discussions towards actionable outcomes and mutual growth
• Upselling and Renewals: Proactively identify upselling opportunities and present additional products and services to assigned clients, leveraging a deep understanding of their evolving needs and pain points to drive incremental revenue and ensure contract renewals
• Contract Renewal Management: Oversee the seamless renewal process of contracts with assigned clients, engaging in negotiation where necessary, and ensuring terms and conditions are mutually beneficial and reflective of the evolving partnership
• Client-Operations Liaison: Serve as the primary point of contact and liaison between assigned clients and our convention operations teams, ensuring smooth communication, efficient coordination, and timely resolution of any issues or concerns
• Service Plan Development: Develop customized service plans for assigned clients, outlining clear objectives, deliverables, timelines, and performance metrics to guide collaborative efforts and ensure alignment with overarching business objectives
• Travel and Event Engagement: Travel to attend assigned client meetings and events, fostering strong client relationships through face-to-face interactions, and gaining valuable insights into their operations, challenges, and opportunities
• Hotel Contracting: Oversee the contracting department and ensure that it continues to provide value to our clients.  Ensure the department is staffed according to workload, work is distributed properly and completed on time, contracts are executed with favorable terms to MCI and MCI clients.
• Sourcing: Oversee the sourcing department and ensure that it continues to provide value to our clients.  Ensure the department is staffed according to workload, work is distributed properly and completed on time, and the work generates an acceptable margin.
• Hotel Relationships: Oversee and manage the relationship between US hotel brand GSOs and MCI.  Attend hotel events, develop relationships with GSOs, problem solve with the GSOs, and staying current with the latest hotel products and trends.
• Ad Hoc Responsibilities: Undertake any additional duties or special projects as assigned, demonstrating adaptability, flexibility, and a proactive approach to supporting the broader goals and objectives of the company

Job Requirements:

• Bachelor’s degree or equivalent experience required
• 5+ years' experience in a business development, account management or client relations required
• Hotel sourcing/contracting experience preferred
• Experience managing a diverse portfolio of event related clients preferred
• Knowledge of registration/convention industry preferred
• Expert written and verbal communication skills with the ability to actively listen and build rapport with clients through clear, concise, empathetic communication
• Proficiency in fostering positive relationships, managing conflicts diplomatically, and collaborating with diverse stakeholders to achieve mutual goals
• Multi-task oriented with strong organizational skills handling multiple clients, projects and priorities
• Skill in identifying, analyzing, and resolving client issues and concerns promptly and creatively, demonstrating resourcefulness and a proactive approach to problem-solving
• Commitment to upholding ethical standards, confidentiality, and integrity in all client interactions and business dealings, fostering trust and credibility
• Strong business Acumen with an understanding of clients' industries, markets, and competitive landscapes, coupled with the ability to align solutions and services with clients' business objectives and market trends
• Ability to navigate change, uncertainty, and evolving client requirements with agility, resilience, and a willingness to adjust strategies and approaches accordingly
• Dedication to advocating for clients' interests and needs within the organization, serving as their trusted advisor and champion to ensure their satisfaction and loyalty
• Works well under pressure.  Ability to work with demanding clients
• Capability to analyze client data, metrics, and feedback to derive actionable insights, track performance, and continuously improve client relationships and service delivery
• Exceptional organizational and time-management skills
• High attention to detail
• Professional and polished presence
• Display a positive, team-orientated attitude
• Moderate travel (20%-25%)
• Lifting, carrying up 50lbs.
• Standing for extended hours without breaks.

Professional and Leadership Competencies:

• Trade show knowledge. 
• Show Organizer knowledge. 
• Registration and Housing knowledge. 
• Client/Account management experience. 
• Ability to work with a team and coordinate desired outcomes. 

Technical Skills:

• Proficient in Microsoft Office.
• Proficient with ChatGPT prompts.  
• Proficient in the Cvent Platform or commitment to becoming Cvent Certified. 
• Familiarity with relevant CRM software, communication tools, and digital platforms to efficiently manage client relationships, streamline processes, and enhance communication and collaboration.

Expected Trainings to be Attended:

• Cvent certifications in registration and housing.

Benefit Summary

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

• PTO 
• 13 paid Company Holidays, including closure Christmas Eve - New Year’s Day
• 401K
• Medical, Dental, Vision and Supplementary Insurances
• Employer-paid Group Life Insurance, Short-Term and Long-Term Disability
• Employer-paid Family Building Benefit (fertility, adoption, & surrogacy)
• Employer-paid Mental Health Benefit
• Pet Discount Program

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