Director, Event Technology (SNE) - Boston, MA

Encore Global•Boston, MA

14d•$51,965 - $67,555•Onsite

About The Position

The Director, Event Technology (SNE) is responsible for achieving the revenue and profitability goals of assigned location(s) while ensuring the team delivers World-Class service and maintaining strong relationships with venue personnel. The role promotes high performance, accountability, continuous improvement, learning, and quality in a collaborative environment. It manages fewer than two full-time team members and venue revenue between $450,000 and $900,000, and reports to an Area Director, Venues, Regional Director, Venues, or RVP, Venues. The Director oversees venue partnerships, financial performance, daily event operations, technical support, sales, customer service, and team development. The position may act as the solo on-site technician when needed and has oversight of personnel supporting event execution. Work takes place in a hotel or convention center environment and may involve multiple hotel locations, irregular hours, on-call status, evenings, weekends, and holidays.

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 successfully complete Level 3 Skills training.
Proficiency using 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.

Nice To Haves

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

Responsibilities

Develop and maintain client relationships, provide outstanding customer service, and focus on customer retention.
Service events and act as an escalation point when needed.
Identify key issues and decision makers relevant to contract renewals and coordinate internal resources to support renewal planning.
Consult with Venue Sales Leadership on sales strategies and participate in business review presentations.
Manage an efficient and profitable operation, maximizing revenue and profitability through cost controls and 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 clients review and approve billing.
Complete accurate, timely sales forecasts for the home location.
Manage location P&L and develop action plans to address deficiencies and grow the business.
Confirm venue partners process payments to Encore on time.
Direct daily floor operations, including scheduling, equipment setup, operation, and strikes.
Ensure equipment and services are delivered on time, in good working condition, and according to client and venue specifications and brand standards.
Anticipate equipment challenges and changes and respond professionally and promptly.
Maintain inventory levels, safety, security, and equipment quality using inventory control procedures.
Share labor and equipment efficiently within the local market and attend operational venue meetings.
Apply technical knowledge, troubleshooting, and problem-solving skills to resolve equipment and software issues promptly and professionally.
Use applicable company computer systems effectively and serve as the solo on-site technician for events when necessary.
Create strategies to maximize revenue per event, including upselling and cross-selling opportunities.
Prepare and deliver presentations that communicate Encore's value and address customer challenges.
Prepare and present timely quotes and proposals through applicable websites, venue booking systems, or other sources.
Attend site visits, pre-conference planning meetings, venue meetings, and customer meetings as needed to support events and understand customer goals and concerns.
Collaborate with vendors and company departments to capture and service events.
Understand event cost structures and incorporate them into solution designs in line with profitability guidelines.
Keep customer information accurate and current in the CRM system.
Maintain knowledge of new products, services, and emerging technology for meetings and events.
Prepare and present performance, pipeline, and forecasting information to senior management as needed.
Maintain relationships with customers, venue personnel, and Encore support functions and departments.
Oversee personnel assisting with event execution, meet with guests on site, verify their needs are met and setups are accurate, and check in with customers throughout the day.
Maintain a polished, professional appearance and ensure the team follows applicable guidelines.
Promote a high-performance, accountable, continuously improving team culture that values learning and quality, and foster the company's Core Values.
Manage performance, address employee concerns, maintain adequate staffing, and support 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 D,E &I initiatives are implemented.