Senior Event Operations Manager

About Quint

Quint is the industryleading provider of official ticket and hospitality packages to many of the worlds most prominent sports and entertainment events. Based in Charlotte North Carolina with offices in six countries Quints global footprint and proprietary technology platform continue to be the foundation of their exponential growth. Quints innovative programs enable partnership properties to expand fan experiences and corporate client entertainment opportunities in a way that reflects the quality and prestige of those brands. Quint has a portfolio of 15 official property partnerships servicing over 90 events including Formula 1 NBA Kentucky Derby MotoGP Chicago Bears Green Bay Packers NASCAR Chicago Experiences Breeders Cup Belmont Stakes and the NHL.

About the Role

As the Senior Event Manageryour contribution to the organization will beto deliver an exceptional guest experience at established financial margins for all events assigned under your umbrella and to lead overall initiatives to deliver exceptional guest experiences at all events globally.

Your role will be overseeing:

• Ticketing and fulfillment hotels ground transportation tours

Achieving this will require:

• Empowering and developing a team of direct and indirect reports
• Managing your team within existing systems technology processes and strategies while working collaboratively with department leaders to influence positive change
• Selfdriven curiosity and initiative to learn our department company and event intricacies as well as existing systems technology and processes
• High proficiency in time management deadline management and attention to detail
• Thriving in an everchanging collaborative team environment

Performance will be evaluated on:

• Accuracy and timeliness of work completion for you and your report(s)
• Consistency in collaborating and supporting the global team
• Team/employee experience feedback
• Guest experience feedback for assigned functions
• Financial delivery to budget for assigned functions

Core Responsibilities

Guest Experience and Event Management

• Responsible for the planning and onsite delivery of your function through both direct actions and team management for 20 events annually ranging from 200 to 12000 guests per event beginning with event launch up to a year in advance of event date.
• Event planning includes (but is not limited to):
  • Physical and digital ticket management such as receiving inventory checks assigning seat locations to distribution.
    
  • Fulfillment of guest orders through an indepth multistep process including building excel reports generating shipping labels interfacing with suppliers quality control checks packing and assembling parcels detailed documentation etc.
  • Coordinating with the internal graphic design team to produce required assets such as credentials signage large format graphics etc.
  • Significant amount of scheduling and timeline management for both guests and staff across fulfillment transportation hotel check ins tours and experiences etc.
  • Vendor/supplier selection negotiation contracting and ongoing management for services such as: transportation staffing services etc.
  • Ensuring goods and services are delivered in accordance with the contract
  • Obtaining appropriate permits licenses and contracts required to deliver the event
  • Providing information and collaborating with Guest Services and Guest Communications to ensure guests receive proactive and accurate information about their experience
  • Work collaboratively with internal departments to ensure execution aligns to internal requirements such as Event Programs Management Marketing/Creative Sales Partner Management and Product Management
  • Building and documenting plans into a standardized template to ensure successful onsite delivery with a focus on the guest experience including schedules/ROS travel staff assignments staff training plans guest movements safety and security etc.
• Onsite delivery includes (but is not limited to) and varies by your function:
  • Manage and support preparation and setup activities such as overseeing vendors/suppliers moving equipment freight setting up meeting and hospitality spaces etc.
  • Execute and/or lead documented plans for backofhouse and guestfacing activations such as staff training package delivery and pickup hotel checkin transportation management hospitality checkin experience and tour management etc.
  • Seamlessly adjust and communicate new plans when aspects to all required parties (onsite staff guest services guest communications guests etc.) do not go according to the original plan
  • Oversee vendor and supplier delivery to ensure contracted goods and services are delivered to the expected standards; work collaboratively to adjust as needed for a positive guest experience
  • Provide positive engaging and friendly service to all guests onsite paying close attention to surroundings and behaviors regardless of if we are open.
  • Problem solve any guest complaints or issues directly before escalating the guest to the next person
  • Manage and support tear down activities such as overseeing vendors/suppliers moving equipment freight meeting and hospitality space load out etc.
• Identifying opportunities in all facets of the guest journey to improve the guest experience create efficiency and to otherwise elevate our services processes and interactions with guests
  
• Lead team engagement with internal processes for product (event) launches guest communications and guest services
• Develop meaningful relationships with other departments vendors and partners to support event planning and delivery
• Identify and implement opportunities for collaboration growth and improvement

Leadership and Personnel Management

• Lead 2 direct reports and 4 indirect reports
• Ensure accuracy and timely completion of your report(s) deliverables
• Hands on career development and coaching of both direct and indirect reports
• Coaching and supporting individuals towards professional growth in alignment with company goals
• Coaching others to coach and develop their reports
• Focus on the team dynamic and encourage global collaboration
• Ensure team is engaged and supporting overall event deliverables and not operating in a silo
• Collaboration with counterparts to cross utilize onsite staff for a positive employee experience and efficient operations. Effectuate a one team mentality across the operations department
• Constantly Refining Event Processes. Working closely with the Director of Operations to record and report event successes and learning moments to improve future events for a better guest and employee experience

Financial Management

• Accountable for your assigned portion(s) of the budget for your events; equally holding your team accountable for budget management
• Effectively manage the event budget for your assigned portion(s) by aligning it with sales projections or anticipated sales derived from historical data and run rates
• Collaborate with department leaders to understand sales projections and any required budget adjustments
• Maximize budget utilization through negotiation and internal collaboration
• Ensure accurate and timely tracking of planned and confirmed expenses
• Tightly manage your own onsite expenses and inspire fiscal responsibilities in fellow travellers

Requirements

Education and Experience

• 6 years experience in event planning and management
• Sporting events entertainment and/or live experiences strongly preferred
• 4 years experience managing and coaching people
• Direct experience managing budgets of at least 500K USD up to 3M USD
• Experience managing highly variable budgets or budgets to sales preferred
• Experience across multiple industry sectors (agency venue league corporate) preferred
• Proven track record of effective project management
• Bachelors degree or higher in Hospitality Management Business Marketing or related field
• Proficient computer skills including but not limited to Excel CRM software and project management tools knowledge of sales force is an advantage
• Bi/multilingual is an advantage
  

Interpersonal Skills and Traits

• Ability to multitask in a fast paced deadline driven environment
• Strong time management and prioritization skills
• Highly adaptable and comfortable making decisions in new or changing situations
• Detail oriented and results driven
• Innovative problem solving
• Collaborative and comfortable building relationships

Physical

• Prolonged periods sitting at a desk and working on a computer
• Extensive walking and standing for periods greater than 12 hours while at events
• Full time inperson based in the London UK office
• Requires flexibility to work long hours and weekends as needed in addition to having the ability to travel up to 40%
• Willing and eligible to travel internationally
• Eligible to work in the United Kingdom

Required Experience:

Senior Manager