Service Delivery Manager responsible for high - quality client service delivery in international projects. Managing multinational customers and leading service delivery processes from hybrid office in Malaga.
About the role
- Meeting Manager at Amex GBT focusing on event planning and client proposal development. Handling project management and maintaining supplier relationships for successful execution of high-end events.
Responsibilities
- Researches information on destinations, hotels, suppliers, venues, etc. for the development of client proposals with the direction of the meeting owner and/or Sourcing Manager and compiles and organizes information to develop the final proposal
- Complete project timeline; establishes a work flow schedule with client and suppliers to facilitate prompt and accurate handling of all program details and applies designated business program management system to handle program from sourcing meeting to final bill completion
- Handles and negotiates any additional hotel needs, destination management company (DMC), air and all third-party contracts. Monitors attrition dates, cancellation policies and ensures contracted services are accomplished
- Coordinates web registration support on assigned programs , work with creative team to produce program materials and coordinates and attend site inspections as needed
- Coordinates all program details and produces a program itinerary / working agenda that outlines all program specifics and requirements , conduct program debrief with client and provide full briefing report post event
- Works with accounting to complete final bill, reviews final billing prior to final invoicing to client and maintains accurate records, system input, and complete file management as outlined in client policies and procedures
- Evaluates program impact and reassesses objectives and outcomes; plan for continuous improvement and partners with designated team to communicate registration and air needs, status meetings and continuous communication throughout program
- Able to assist with any level of event including those of a complex nature, large volume, high level of confidentiality, etc and identifies, develops, and ensures implementation of SOP's and standard practices and process improvements
- Develops service recovery plans for events, ensures the plans are implemented, and improvement goals are achieved or exceeded and outlines strategy and communication plan for client and internal presentation purposes
- Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement, responsible for working within the designated meeting technology tool and may be asked to make recommendations about tool/process enhancements and responsible for accurate program forecasting and updating business management systems with accurate financial information as needed
- Handles overall program budget, reviews and audits all program related billing for accuracy. Tracks and reports expenses to clients and communicates changes to them on a consistent basis , initiate and reconcile supplier payments and works with leader to forecast overall program financials and ensure monthly tracking for actual
- Works on special projects as assigned by leadership and may require travel to destinations, primarily in the APAC region, in support of client site inspections and/or program operations
- Keep abreast of industry standards and trends related to responsibilities, develop and maintain key client and supplier relationships
- Develop and maintain knowledge of technology and/or software solutions and handling multiple projects/demands effectively
Requirements
- Graduate with 8 years of past meeting planning skills are required with excellent understanding of the travel industry and event planning process to include contract knowledge/ negotiation experience, detailing of events, cost savings and demonstrating supplier relationships
- CMP/SMMP preferred
- Experience working with international hotels and expertise in food, wine, travel and hospitality services
- Extensive experience in planning high-end outbound events at top venues with strong knowledge of leading venues/restaurants, DMCs, and other suppliers
- Proven experience in project management of meetings and strong relationship with hoteliers
- Ability to communicate effectively and professionally with all levels of management and clients
- Understanding of current business and social etiquette
- Ability to work accurately and timely – in order to meet deadlines and ability to be flexible and handle change well
- Analytical skills required and Microsoft Word, Excel and PowerPoint experience – Intermediate level
- Experience with meeting industry technology a plus (i.e. Cvent, Lanyon)
- Advanced oral and written presentation skills required
- Ability to travel internationally. Estimated travel – approximately 40%
Benefits
- Health and welfare insurance plans
- Retirement programs
- Parental leave
- Adoption assistance
- Wellbeing resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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