Guest Engagement Director (Global Sporting Event)

The iLUKA Collective•Los Angeles, CA

About The Position

The iLUKA Collective is a specialised agency developing and delivering coordinated strategic activations for sponsors and other stakeholders at global sports events. We are experts in executing cutting edge event hospitality experiences born from intelligent strategic direction. Our heritage is big events for big companies looking for strategic and measured solutions which focus on creating unforgettable experiences for stakeholder's integral to sponsors success. Our experience working with Sponsors, Organising Committees, International Sporting Federations, Governing Bodies and City stakeholders enables us to develop our client's sponsorship story to ensure that activations maximise the communication of their messages as well as guide global teams and their local markets through the unique complexities of delivering effectively at global sports events. Working at The iLUKA Collective is a unique experience. We take people seriously, hospitality is about people, It is our people that drive the difference. We work with talented people from around the world who are renowned for their hard work and industry expertise. We are defined by our passion for sport, hospitality and creativity. Guest Engagement Director is a client facing role, responsible for maximising the client’s guest participation in the hospitality programme, managing the end-to-end guest communication and Ticketing process and delivering against ROI for the programme spend.

Requirements

Experience within sponsorship and event management
Excellence in client relationship management
Ideally experience within the global events industry
Professional and commercial, with an eye for numbers but also creative solutions
Excellent organisational skills
Strong time management skills with ability to meet strict deadlines
Advanced computer skills
Natural ability to learn new systems and processes
Proactive, positive approach to all tasks and a high degree of reliability

Responsibilities

Build excellent working relationships with client project management team and individual Coordinators globally
Lead agency-client relationships within markets and user groups across the client’s key stakeholder groups to generate and stimulate participation for the hospitality programmes and other activities
Develop a thorough knowledge of the hospitality programmes architecture, structure and strategy
Setting up Pulse (iLUKA’s bespoke system) to manage the associated packages from initial allocation and movements through to full reporting and reconciliation
Lead in the development and creation of all centralised market communications including sales kits, process documents, presentations, websites, invitations and surveys
Understand iSAT (iLUKA’s bespoke ticketing system)
Working closely with the ticketing team for programme ticket requirements.
Working closely with the Head of Systems and Guest Communications on all things digital, from package request website through to data management.
Also working closely with the Event activations team, on any other digital elements that are no Pulse related.
Being the first point of contact for all Coordinators queries and request for package information, Ticketing and bespoke requests
Having a thorough understanding of the hospitality programmes to be able to make recommendations around specific requests
Working with the core account team to ensure all Pulse modules are set-up as required for core hospitality programme deliverables (dedicated functional leads will manage their own operations within Pulse)
Overseeing the ongoing management of guest communication tools such as guest websites and event apps
Working with the Event Activations team to make sure all communications deliver against the core guest experience
Managing the Guest Communication Team (when onboard) who will be responsible for the processing of all guest data
Responsible for the distribution of all guest communication materials pre-event and on-site with the Guest Communication Team
Ongoing support for Coordinators pre-event and their main point of contacts at event time to ensure all requests are implemented
Ensure the client project management team has access to all relevant data in the form of regular status reports pre-event and on-site
Understand procedures and effects for all possible circumstances, including package movements, cancellations, bespoke requests etc
Financial tracking and reconciliation of all package allocations and additional requests
Develop systems to track ROI for use of hospitality
Develop systems to track collateral and promotions
Adhere to General Data Protection Regulation (GDPR) and other event location Data Regulations
All team members will be expected to contribute to any other aspects of the business, as necessary.