Event Operations and Account Leader
vor 1 Monat
A culture of purpose: Where will your BCD M&E career take you?
As perfectionists, artists, strategic thinkers and leaders in the industry, we believe culture is defined by its people. We are looking for exceptional people who rise to our standards while bringing their unique perspective to the table. Are you interested in adding to both our mission and our energy?
Event Operations and Account Leader – Dedicated Client Account
Melbourne, Australia
The Operations & Account Leader position is responsible for the account leadership, serving as the key operations and account point of contact for the success metrics, account retention, strategic development and management of the assigned global client account in the pharmaceutical industry. This position is based in the client office and will have direct people leadership.
The Operations and Account Leader will provide excellent client and employee support and exhibit leadership in the areas of problem resolution, customer service, technology knowledge, and process/policy adherence.
Your responsibilities
Overall responsible and accountable for account relationship with client, operations, meeting client expectations and profitability of contract
Provide both strategic and tactical operational input that supports account development, retention and growth
Ability to work effectively and efficiently with internal key support teams, local leaders and external client teams in order to effectively accomplish goals and initiatives that benefit the client and BCD
Establish and maintain relationships within BCD stakeholders (owned, partners and affiliates) to achieve results for client
Development of annual account business plans
Continually evaluate, communicate, measure and monitor client expectations and service level requirements via indicators.
Consolidation and presentation of the Quarterly Business Review to the clients key stakeholders
Operational lead and support of logistical elements of external and internal meetings & events
Management and allocation of teams workload
Owner of overall service delivery strategy
Accountable for the management and updating of SOPs, onboarding program and process manuals
Umbrella policy implementation and communication to the stakeholders, including budgets, SLAs, KPI’s etc, as applicable
Responsible for the coordination of communication across countries for both BCD and client's cross-country initiatives or interests
Ensure ongoing survey evaluations are conducted, analyse data and implement continuous improvement processes
Create and manage business improvement plans, as required
Work with team to ensure consistency in operations, follow through, quality, commitment to timelines and provide high level problem resolution – day-to-day management of the account
Participate in formulating and administering policies, directing and coordinating client to develop and implement long range goals and objectives to meet business and growth objectives
Set up and advise internal teams of customer specific reporting requirements; review reporting to identify trends and impact on the business plan and review accuracy of reporting
Recommend technology solutions to the client
Focus on driving efficiencies and simplification
Conduct monthly and annual forecasting reviews for client
Implement procedures and monitor negotiated savings on total meeting spend to ensure client expectation of savings/cost avoidance is being met
Forecast staffing, manage staff to actual volume and at or below budget
Effectively manage the performance, training and development, motivation of direct reports
Develop a succession plan in order to identify and train future leaders
Creates a career development plan for direct reports to build on areas of strengths and gaps in knowledge or experience
Oversee and approve all requests for time off and maintain calendar
Keep connected and informed on industry knowledge and contacts
Increase revenues by Up-Sell and Cross-Sell of products and services that meet client's needs
We’re looking for you if your profile matches the following:
Minimum of 7 years’ experience in client/account management, preferably in the event management industry
Minimum of 5 years experience managing external vendors, sourcing and negotiating contracts
Minimum of 5 years in supervisory or team lead experience
Understanding of event management technology (Cvent preferred)
Good analytical skills and strong budget management
Strong client relationship and customer service
Strong communication skills including public speaking and client presentations
Professional presentation for a corporate facing client
Ability to lead and work well under pressure and adapt to every changing scenarios
What we offer you
A culture of purpose where we are invested in your happiness and career growth
Competitive salary and benefits package
How to apply
Click apply now to be considered.
Get to know us
BCD Meetings & Events are experts at creating experiences that connect organizations with the people that matter most. With 1,900 passionate people servicing clients in 60+ countries around the world, we offer services across event design, brand experience, meetings management, production and content, venue search and sports travel and hospitality. For more information, visit www.bcdme.com. BCD Meetings & Events is a division of BCD Travel Group.
This position is not open to third-party recruiting agencies.
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