Director, Event Technology (SNE) - Boston, MA

Encore Global•Boston, MA

13d•Onsite

About The Position

The Director, Event Technology (SNE) is responsible for achieving revenue and profitability goals for assigned location(s), while ensuring the team delivers World-Class service and maintains strong relationships with venue personnel. The role promotes high performance, accountability, continuous improvement, learning, and quality. It manages fewer than two full-time team members and venue revenue between $450,000 and $900,000. The position reports to an Area Director, Venues, Regional Director, Venues, or RVP, Venues. The Director oversees venue relationships, financial performance and reporting, daily operations, technical support, sales activity, customer service, and people development. The role manages location profit and loss, forecasts and reports, supports event planning and execution, develops revenue opportunities, and coaches team members. It may also serve as the solo on-site technician for events when necessary. Work is performed in hotel and convention-center environments, potentially across multiple hotel locations. Work may involve irregular hours and on-call status, including days, evenings, weekends, and holidays. The environment can range from moderately quiet to noisy, with moderate exposure to outdoor temperatures, dirt, sand, and dust. Team members use high-end audiovisual equipment and electrical components and may work at heights using lifts and ladders. Appearance must meet Encore and applicable venue guidelines.

Requirements

At least 3 years of audio-visual experience.
At least 1 year of supervisory experience.
Working knowledge of audio-visual equipment in a live-show environment.
Must be able to successfully complete Level 3 Skills training.
Proficiency with computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities and a focus on customer satisfaction.
A valid driver's license is required for team members who may operate Company vehicles.
Must be able to meet the stated physical demands to perform essential job functions, with reasonable accommodations available as described.

Nice To Haves

Bachelor's degree or equivalent experience.
At least 2 years of customer service or hospitality experience.
Sales experience.

Responsibilities

Develop and maintain relationships with clients at all levels, provide outstanding customer service, and focus on customer retention.
Service events and act as a point of escalation when needed.
Identify issues and decision makers that may influence contract renewal and coordinate internal resources to support renewals.
Consult with Venue Sales Leadership on sales strategies and participate in business review presentations.
Manage an efficient, profitable operation, maximize revenue and profitability, and control costs in accordance with company procedures.
Achieve location financial goals by managing labor, equipment sub-rentals, and other costs.
Use operational and financial reports and complete standard and ad hoc reports accurately and on time.
Coordinate invoicing through the company billing system and ensure billing is reviewed and approved by clients.
Prepare accurate, timely sales forecasts and participate in business reviews with regional management as needed.
Manage location profit and loss, develop action plans to address deficiencies or grow the business, and ensure venue partners process payments promptly.
Direct daily floor operations, including scheduling, equipment setup, operation, and strikes.
Ensure equipment and services are delivered on time, in good working condition, to client and venue specifications, and in accordance with brand standards.
Anticipate equipment challenges and changes, maintain inventory and safety controls, and share labor and equipment within the local market.
Attend operational venue meetings, including daily stand-up meetings with venue operations staff.
Apply technical knowledge and troubleshooting skills to resolve equipment and software issues, use applicable company computer systems, and act as the solo on-site technician when necessary.
Develop strategies to maximize revenue per event, including upselling and cross-selling opportunities.
Prepare and deliver presentations, quotes, and proposals in a timely manner, including through company and venue booking systems.
Attend site visits, pre-conference planning meetings, venue meetings, and customer meetings to support event planning and execution.
Collaborate with vendors and company departments or divisions to capture and service events.
Understand event cost structure and design solutions according to profitability guidelines.
Keep customer information current and accurate in the Customer Relationship Management system.
Maintain knowledge of new products, services, and emerging meeting and event technology.
Create and present performance, pipeline, forecasting, and other reports to senior management as needed.
Cultivate relationships with customers, venue personnel, and internal support functions; meet customer needs and ensure event equipment setups are accurate and working properly.
Monitor small venues and check in with customers throughout the day.
Maintain a polished, professional image and ensure the team follows applicable appearance standards.
Manage performance, address employee concerns, maintain adequate staffing, and facilitate team development.
Manage human resources activities, including selection, performance management, and learning.
Coach team members, train them on Encore service and equipment standards and company computer systems, and recommend training opportunities.
Ensure Encore's diversity, equity, and inclusion initiatives are implemented and foster the company's Core Values.