Client Experience Manager Jobs in Pendleton, IN (NOW HIRING)

The Sr. Event Experience Manager will work closely with the client to understand the program goals and objectives and provide a return on their investment throughout each aspect of the program. The Sr. Event Experience Manager focuses on tactical operations and works with the operations team to provide optimal services to the account to support those goals. The Sr. Event Experience Manager works effectively and efficiently with the internal support teams, external clients, and vendors and stay in compliance with the corporate and/or pharmaceutical guidelines.

What you will do here:

• Project Management with consultative approach for virtual, hybrid or in person meetings

• Client, Financial, and Vendor Management
• Marketing & Sales, Event Design, and Onsite Services
• Manage multiple projects on tight timelines
• Act as a mentor to associates who are new to the company or promoted to the Operations department
• Event Management:

• Follow all client mandated SOPs as required
• Digital producer and/or tech support for your own events
• Work with the Procurement Department to source and secure event space and guestrooms
• Understand, review and monitor contract terms, space, and guest room blocks
• Source, secure and manage all required suppliers for event including but not limited to DMC/Ground company, AV/Production company, Off-site venues, etc.
• Profile management in Event Software (Cvent or client Event Software) for paid conferences and related complexities; manage status movement throughout life of the Event, keeping event data and financial data accurate and up to date, at all times
• Create and manage the program agenda, event resume, event specification sheets and client and internal timelines based on company and client SOPs
• Have a working knowledge of Event Software capabilities and the ability to guide clients on website development that produce quality reports to fulfill the budget owner’s needs
• Understand registration and reporting expectations for event. Where applicable, collaborate with M&IW’s Attendee Registration Department on all attendee communications, event reporting and housing inquires
• Guide internal and external teams throughout process through effective communication and organized plans
• Schedule and hold internal team meetings throughout the life of each event: introductory kick-off meeting, pre-con and post-con meetings
• Collaborate with M&IW’s Group Travel Department or client-specified travel management company (TMC) to offer airline booking to event attendees, if needed
• Work with M&IW’s mobile app team to create an app on a platform that meets the client’s event
• Act as the liaison with designated vendors and the hotel/venue to provide the support and communication required to execute a seamless event
• Collaborate with M&IW’s FLOW division to secure gift and giveaway items and products as requested by client, meeting client and company SOPs for multiple bids
• Coordinate with Production to create and manage the event agenda and show flow
• BEO review and execution
• Coordinate and schedule all required ground transportation using preferred vendors
• Creation/coordination of distribution of travel letters and departure notices
• Conceptualize creative theming and elements to be incorporated into special events, entertainment, parties, décor, activities, gifts and branding to enhance your event within the approved budget
• Coordinate speaker management; registration and logistics for events, collection of bios and session descriptions and presentation, Green Room needs and riders
• Secure and incorporate client products or other requested items to be displayed throughout the event or served during banquet functions
• Plan and execute large, complex events
• Work with and guide client committee/planning team
• Mentor and guide junior-level associates through the event planning process
• Provide world class events through quality, flexibility, service, and ability to work with any personality type

• Marketing, Sales and Event Design Services:
  • Work with M&IW FLOW division and client to create and write marketing plan
  • Brainstorm with M&IW FLOW division and offer suggestions to client on new ways to market and promote the event
  • Utilize various sales and marketing techniques to recruit new and existing sponsors and exhibitors for Conference and Tradeshow events
  • Utilize various sales and marketing techniques to grow attendance at the event
  • Assist the Sales Team by presenting at a sales pitch for new business
  • Collaborate with creative team to design any promotional materials for the event, or any materials for distribution at the event
  • Research entertainment options to meet theme and budget (DJ, band, dancers, performers)
  • Create décor and lighting presentations based on theme and budget, working with production companies
  • Create and manage diagrams based on guest counts, entertainment, equipment, A/V and lighting components
  • Act as liaison between hotel/venue and all vendors, providing the support and communication required to produce a seamless show
  • Create production schedule, supervise deliveries, setups and strikes of stage, A/V, lighting, décor, equipment
  • Manage logistics and riders for entertainment companies
  • Create concepts for team building activities
  • Create concepts for Corporate Social Responsibility and Sustainability opportunities
  • Mentor and guide junior-level associates through the marketing, sales, and event design services processes
• Financial Management:
  • Exhibit strategic M&IW cash flow management governance on all programs
  • Full understanding of client financial internal requirements and deadlines
  • Budget creation/management, including large/complex budgets
  • Manage all event related payment requests and processing
  • Full audit and reconciliation of the hotel and other vendor invoices
  • Cost savings worksheet creation and management
  • Final invoice document management
  • Reconciliation management including estimated invoice and final invoice requirements
  • Mentor and guide junior-level associates through the budget and final reconciliation process
• Vendor Management:
  • Source, secure and manage all required suppliers for event to allow for the best services at the most effective pricing
  • Negotiate cost savings and manage payment/reconciliation process
  • Clearly & effectively communicate to each vendor the goals & objectives of the event and the requirements and specifications of the event
  • Work with production vendors on creative development through event execution
  • Manage and keep creative team/vendor on budget and schedule for pre-event reminders, teasers, and email blasts
  • Mentor and guide junior-level associates through the vendor management process
• Onsite Services:
  • Provide strong leadership and communication to both the Onsite team as well as all vendors, and the ability to lead events to allow for successful end results
  • Manage and lead all pre-con and post-con meetings both internally at M&IW as well as with all applicable vendors and clients
  • Create and manage Onsite Execution Plan for all staff
  • Host daily staff meetings to keep staff updated and informed
  • Be a true leader onsite-for internal team/client and attendees
  • Create and manage Onsite Emergency Preparedness Plan for your event
  • Mentor and guide junior-level associates in world class onsite services
• Life Sciences clients only:
  • Understand policies and issues pertaining to events with HCPs in attendance
  • Knowledge of HCP payments: Fee for service (FFS), honoraria, and Expense reimbursement (NEER)
  • Partner with M&IW’s HCP compliance and reporting specialists to meet client’s Service Level Agreements.
• Conference & Tradeshow specialty only:
  • Build prospectus for each tradeshow, ensuring that all possible sponsorship and exhibitor options are offered
  • Ensure that the registration website has full menu of options from the prospectus for exhibitors and sponsors to support revenue needs
  • Manage sponsorship sales for conferences and tradeshows
  • Manage sales of exhibits and work with exhibitor on specific booth requirements
  • Manage tradeshow exhibit floor design and layout
  • Manage communication plan to all exhibitors and sponsors
  • Work with client to ensure sponsor and exhibitor payments are processed in advance of event
  • Ensure pre-event marketing communications for all sponsors are executed in a timely manner
  • Manage communications and specs with show services vendors (registration desk, carpet, electricity, trash, food and beverage, etc.)
  • Manage Onsite set-up, layout, and execution of all booth space
  • Manage Onsite visibility of all paid sponsors services and collateral
  • Mentor and guide junior-level associates on Conferences & Tradeshows

• Incentive Services specialty only:
  • Collaborate with the Incentives & Engagement department to align with internal processes & procedures
  • Work with the FLOW division to develop and secure guest and children’s programs, gift and amenity items, pre-trip mailers
  • In coordination with the FLOW division, design and incorporate event graphics throughout print materials and event design
  • Coordinate the delivery of room amenity and gifts while working with client preferences
  • Work with DMC along with your own knowledge to create memorable onsite functions to add value to the client’s vision
  • Plan and execute site inspections; create site inspection template and client booklets
  • Keep well-informed of new and upcoming incentive properties/all-inclusive
  • Mentor and guide junior-level associates on Incentive Services

Who you will work with:

• Reporting to the Manager or Director, Event Experience, Event Management Services
• Internal team members from multiple departments
• External clients and key stakeholders
• Vendors and supplier-partners

What we expect:

Details of these areas are shared during interviews and monthly reviews:

• Cultural Excellence
• Role Level Function
• Emotional Intelligence

What you will bring:

• College degree or equivalent experience
• Minimum 7+ years of experience in the meetings industry, specifically in operations and specialty area(s) if applicable
• Knowledge of virtual and hybrid event options
• Ability to travel on-site approximately 35% both domestically and internationally
• Proven excellent oral and written communication skills in both internal and client-facing environments
• Demonstrated track record of successfully managing large complex projects simultaneously
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources
• Experience working in a virtual office environment a plus
• Proficient in Microsoft Office systems (Outlook, Excel, OneNote, Word, and Power Point)
• Experience with database management programs (Cvent preferred)
• Life Sciences specialty only
  • Minimum 5+ years of experience in Life Sciences programs, sales and/or clinical program management
• Conference & Tradeshow specialty only
  • Minimum 5+ years of experience in Meeting/Conference Planning or Exhibit/Tradeshow Management
• Incentive Services specialty only
  • Minimum 5+ years of experience in Incentive program management

What we provide:

• Competitive salary
• Health, Dental, Vision and Life Insurance options
• 401K plan
• Paid holidays
• Accrued personal time off for vacation and sick leave
• Laptop, additional monitor, and mobile phone
• Global Giveback program for volunteer service
• Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee

Who we are:
M&IW is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.

M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.

GLOBAL HEADQUARTERS:

10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553

www.meetings-incentives.com

M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions