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|Job Category :||Entertainment Industry|
|Company Name:||Virtuoso Ltd|
|Position Name:||Director, Events Operations|
|Location :||Fort Worth, TX 76102|
|Job Description :||Virtuoso® is the leading global travel agency network specializing in luxury and experiential travel. This by-invitation-only organization comprises over 1,200 travel agency locations with more than 20,000 travel advisors across 50 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with more than 2,200 of the world’s best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access. Normalized annual sales of (U.S.) $25-$30 billion make Virtuoso a powerhouse in the luxury travel industry.
The Director, Event Operations is responsible for executing innovative, in-person and digital events. This is a hands-on position, requiring both “big picture” perspective and “roll-up your sleeves” capabilities, for the successful operation of all global events and digital experiences. The ability to manage all aspects of in-person events while also exhibiting flexibility necessary to produce digital events, transitioning between multiple event technology platforms and event formats, depending on the objective of the event. Experience with legal terminology is necessary to negotiate contracts and riders, adding specific language to protect the organization. Ability to negotiate cancellations, re-bookings and refunds. Process-oriented with ability to improve workflows and allocation of limited resources. Responsible for building, managing, and presenting budgets. Ability to organize and conduct productive site inspection. Veteran in industry, sharing knowledge, standards, trends, and best practices with organizational leadership, matrix cohorts and department team members. This position immediately manages at least one employee. Responsible for hiring, performance management, and salary actions.
Primary Duties & Responsibilities include the following. Other duties may be assigned.
Partner with Product Manager(s) in the development of digital events and the customer journey that elevates and delivers a consistent brand experience.
Build working roadmaps and detailed work plans for team and help lead the development of broader organizational roadmaps to drive continued digital experience improvement.
Subject Matter Expert for events, providing best practices and industry standards related to meetings, incentives, conventions, exhibits/trade shows and digital events as well as historic information concerning attendee management and event production.
Demonstrate collaboration: experience working across organization, executive leadership and external agencies and suppliers to manage event execution.
Engage, establish and develop business partnerships with cross functional leadership and key stakeholders across organization in regional and global markets.
Develop employee(s) and serve as a leader within the broader strategy for global experiential and digital events.
Execute and at times, negotiate contracts and cancellation clauses with hotels, destination management companies (DMCs), event venues, production companies, and entertainment providers, using specific language and clauses to protect the organization.
Produce medium to large scale events, conferences, trade shows, and digital experiences with tight deadlines.
Develop and implement processes, timelines, policies, procedures, reporting, and tools including communications templates, contract addendums, checklists, SOPs (Standard Operating Procedures), and interdepartmental forms to communicate details of event needs, maintain quality and consistency of events while also supporting organizational goals.
Ability to act as producer/co-producer of digital events managing flow of event, virtual breakout rooms, virtual waiting room, virtual general session room, and virtual staff office, sending Tech Support Staff to assist participants with audio/video, behind-the-scenes for seamless flow of digital events.
Review negotiated contracts, providing red-lined notes to event staff, providing coaching throughout process.
Responsible for attendee management of all assigned events using registration systems (EMS, Swap Card, Zoom and other company platforms) working with teams across the organization to meet forecasted attendance of Advisors and Preferred Partners, collecting all necessary details related to event attendance, hotel accommodations/preferences, airport transfers, billing/invoicing, roommates/guests in attendance, dietary restrictions, badge updates, community memberships, room amenity needs, and personal agendas for events.
Create job descriptions, establish career paths, complete interview and hiring process, provide performance feedback on an ongoing basis.
Establish the budget for Operations Team.
CMP (Certified Meeting Professional) or CMM (Certificate in Meeting Management) preferred
7+ years of experience in meetings, incentives, conferences, and exhibits industry.
5+ years of management experience.
Travel industry experience preferred.
Skills, Abilities, Experience
Work history to reflect the use of strong negotiating skills including complex contract negotiations.
Expertise with a variety of event planning concepts, terminology, practices, and procedures.
Strong financial acumen.
Flexibility and ability to pivot on a day-to-day basis.
Ability to thrive in stressful situations, while maintaining positive outlook and attitude to set the tone for team.
Excellent attention to detail, have superior organization skills, able to perform tasks under pressure and work in a fast-paced environment.
Demonstrated ability to understand and improve processes and workflow.
Proficiency in MS Office, Word, Excel, Teams and PowerPoint.
Must be flexible with hours and available to work weekends and holidays as necessary especially during peak conference season
Experience traveling domestically and internationally with knowledge of world cultures
Excellent organizational skills, including project management, multitasking, time management, resource management and meticulous attention to details.
Demonstrated thought leadership and aptitude to think creatively and to identify new ways to approach challenges.
Willingness and capability to tactically execute deliverables.
Proven knowledge of industry tools, trends, and continuing education.
Feel personal ownership of all events and their financial performance.
Forward thinking, curious, and creative
Able to lead people and projects
Aware of current business trend knowledge
Able to collect and analyze complex information, problem solve, and make decisions
Strong skills in inspiring the win-win-win
Ability to work independently
Travel is required, approximately 35% of the time.
Travel will be both domestic and international.
Type & Nature of Contacts
Internal: Key job contacts are primarily with clerical/technical personnel, managers, and executive level staff outside of the job’s immediate work unit/department.
External: Daily contact with hotel personnel, ground providers, décor/florist companies, entertainment and speakers, attendees (advisors, owner/managers, partners from administrative to C-Suite), tourism boards, and production companies.
For in-person events, this position may carry boxes from staff office to registration desk, weighing up to 50 pounds.
Digital events are scheduled between 90 minutes to 4.5 hours, requiring long periods of sitting in place and irregular breaks.
Due to fluidity of the current situation across the globe, there can be unpredictable deadlines or demands for work product, requiring flexibility of the employee and leading to irregular work hours.
During times of in-person events, the employee could be “on the road” traveling to events 2-3 times per month during conference season.
We offer a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.
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