Associate Manager - Attendee Experience - (Remote)

Meetings & Incentives Worldwide, Inc. • , VT

9d • Remote

About The Position

The Associate Manager, Attendee Experience will provide direct management responsibility for a portion of the Attendee Experience team through clear and consistent direction. The Associate Manager focuses on the growth of direct reports and ensures each team member meets and achieves specific goals. A key responsibility is to embrace and implement smart tech. They also work closely with M&IW’s Event Management Services leadership and Customer Success teams to interpret business analytics, utilize historical data to strategize staffing and workload allocations, provide delightful Customer Service and support all corporate goals and objectives while adhering to company policies.

Requirements

• College degree or equivalent experience
• 2-5 years of experience in the meetings industry, specifically in operations
• Minimum of 1 year of direct people management experience preferred
• Knowledge of virtual and hybrid event options
• Proven excellent oral and written communication skills in both internal and client-facing environments
• Demonstrated track record of successfully managing multiple 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)

Responsibilities

• Cross-departmental/team collaboration supporting M&IW’s One Team philosophy
• Team management, individual mentoring, and coaching
• Provide direct management responsibility over a portion of the AE team through clear and consistent direction including timely and effective feedback
• Mentor direct reports using the Trident model through M&IW’s monthly coaching sessions where you will discuss career growth, review current projects, provide strategic and operational guidance, recognize accomplishments, and directly manage issue resolutions
• Advocate for growth opportunities of team members in alignment with individual and company goals
• Train on all company software, including but not limited to Cvent, RainFocus, UKG, Concur, SharePoint, DOMO, Cornerstone, Asana and any applicable client-based systems
• Assist AE Leadership in identifying process deficiencies within internal processes to create, document and train on process
• Assist in delivering messaging for monthly AE Department meetings
• Assist with the hands-on training and onboarding for new hires and train all employees on onsite expectations
• Assist AE Leadership with recruitment including over the phone and in-person interviews
• Leverages AI-powered tools and emerging technologies to enhance operational efficiency, improve attendee and client experiences, streamline workflows, and identify opportunities for continuous innovation within the Attendee Experience team.
• Provide lead AE services for meetings, if applicable
• Ability to travel domestically and internationally 10-15% to assist with onsite staffing and training, if applicable.
• Financial management
• Collaborate with M&IW’s Finance Team to monitor the performance, timeliness, and accuracy of all team members
• Offer a full understanding and be a clear leader of M&IW’s full Financial Process
• If applicable, have a full understanding of pharmaceutical clinical meeting compliance and reporting requirements
• Training
• Determine one-on-one training needs of teammates. Seek proper resources and specialists for training
• Work in conjunction with the AE Leadership to determine group training session topics for continued growth within the division. Offer periodic training sessions through the assistance of content development and assist with training sessions, as needed.
• Regularly collaborate with the Event Experience Leadership Team and assigned Customer Success Teams to understand Customer and cross functional expectations to ensure teammates have the proper tools and skills to exceed expectations.
• Stay relevant on industry trends through industry publications, attending webinars or attending relevant courses
• Solicit involvement from outside vendors/partners to offer training opportunities that will highlight specialty areas within the Meeting Planning Industry
• Attend internal & external training and networking opportunities to further your industry knowledge.
• Encourage a secure and open learning environment
• Cross-departmental collaboration
• Participate as a contributor to a Company OKR
• Regularly attend all companywide meetings
• Actively participate in Leadership Training series

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree