Destination Services Manager - Sports, Visit Charlotte

Who We Are

The CRVA works to deliver experiences that uniquely enrich the lives of our visitors and residents. Through leadership in destination development, marketing and venue management expertise, the CRVA leads efforts to maximize the region’s economic potential through visitor spending, creating jobs and opportunities for the community. Brands supported by the CRVA include the Charlotte Convention Center, Spectrum Center, Bojangles Entertainment Complex, NASCAR Hall of Fame, Charlotte Film Commission, Visit Charlotte and Visitor Info Centers.

Job Summary

As the primary liaison for Event Organizers at the Charlotte Regional Visitors Authority (CRVA), this position will manage over 125 definite event bookings annually, focusing on business with 200-3,500 room nights on peak. This position is dedicated to overseeing and enhancing the experience of customers and visitors in the Charlotte region, from the pre-convention/event stages, during and to post-event. They play a pivotal role in coordinating event requirements, leveraging the resources provided by Visit Charlotte and its network of Partners in Tourism to ensure a seamless and memorable experience for all attendees.

A. Essential Job Duties

Event Coordination and Management

• Primary Contact: Serve as the primary contact for Event Organizers, expertly managing over 125 event bookings annually that impact approximately 300,000 attendees, typically with an 18-month or less lead time.
• Event Support: Provide exceptional event support for National Governing Body accounts and youth and amateur sporting events to drive repeat business.
• Site Visits: Coordinate and conduct over 50 site visits and appointments annually for event planners, effectively showcasing Charlotte’s offerings and amenities.
• Customer Service: Proactively address customer needs by initiating and executing support services for booked events and tournaments, ensuring success and fostering repeat business.
• Event Promotion: Promote Charlotte to boost attendance with the event organizer.

Collaboration and Partnerships

• Sports Development Team: Collaborate strategically with the Sports Development team to generate bookings for the Charlotte market, contributing to a significant increase in market share and customer retention.
• Stakeholder Relationships: Maintain and strengthen relationships between CRVA, its partners, Mecklenburg Parks and Recreation, City of Charlotte, Charlotte Regional Business Alliance, and customers, driving collaborative success.
• Community Representation: Represent CRVA at community meetings and networking functions, fostering relationships with over 100 local businesses and organizations annually, thereby enhancing CRVA’s influence and reach.
• Partners in Tourism: Engage with over 650 Partners in Tourism members as necessary and attend networking functions, expanding CRVA’s network and fostering strategic alliances.

Volunteer Program Management

• Volunteer Engagement: Manage all aspects of the Volunteer program within CRVA, engaging with businesses, school districts, and local colleges and universities to build and maintain a robust database of 1,000 active volunteers.

Marketing and Promotion

• Promotional Materials: Promote the use of CRVA promotional materials and destination marketing content, including customization of promotional materials and attendance-building initiatives.
• City and Region Décor Package: Oversee the City and Region Décor Package at key locations such as the airport, hotels, sports venues, and the convention district, managing the design, production, permitting, and distribution of digital and print assets including banners, posters, buttons, signage, and digital displays. Execution of this job duty requires mobility within the 30-mile radius of the region.

Customer Liaison and Support

• Hospitality Community Liaison: Serve as a liaison between customers and the hospitality community, responding to over 7,500 telephone and email inquiries annually regarding CRVA services.
• Customer Interaction: Approach all customers and visitors with a proactive, customer service-oriented attitude, enhancing the event experience in Charlotte and achieving the CRVA’s Net Promoter Score goal.
• Client Problem Resolution: Investigate and resolve client issues promptly, maintaining high levels of client satisfaction.

Financial Management

• Budget Oversight: Manage and optimize an annual department budget of $150,000, making strategic purchases for event-related expenses while adhering to fiscal guidelines and maximizing resource efficiency.
• Report Compilation: Compile and distribute comprehensive reports related to customer accounts, including event resumes, post-event summaries, total room history, and revenue reports, ensuring transparency and accountability in financial transactions.

Professional Development

• Industry Trends: Stay abreast of the latest developments in the convention services and sports industry by attending educational classes and sports tradeshows, ensuring up-to-date knowledge and expertise.

Additional Responsibilities

• Flexibility and Professionalism: Uphold a professional demeanor at all times, ensuring high standards of conduct and exemplary customer service.
• Additional Duties: Execute additional responsibilities as assigned with a high degree of professionalism and dedication, demonstrating flexibility and a commitment to organizational success.

B. Delivering Unrivaled Customer Service

Consistently exceed expectations by embodying a relentless commitment to delivering unparalleled customer service, inspiring and leading an exceptional team to create unforgettable experiences that leave a lasting impression on customers, fostering enduring relationships and driving repeat business.

C. Championing CRVA's Mission and Values

Wholeheartedly embrace and embody the mission, vision, and core values of the CRVA, adhering to organizational policies and procedures with unwavering dedication, thereby reinforcing the organization's commitment to excellence and integrity in every endeavor.

Scope of Responsibility

• This job assists with budgetary preparation for applicable accounts.
• This job will have periodic access to confidential data including company records and/or minutes, customer quotes, product costs, and company plans, designs, and/or programs.

Supervisory Responsibility

• This job has no supervisory responsibility.

Education and Experience

• Bachelor’s degree with emphasis in the fields of business, hospitality management, event management, marketing or similar area of study and/or experience working in marketing, communications, hospitality or event management; and five (5) to seven (7) years related experience in the industry and/or training; or equivalent combination of education and experience.
• Previous Volunteer Management experience preferred but not required.

Skills/Attributes Required:

• Embodies a “spirit to serve” and deep understanding of the importance of responsiveness and customer service.
• Excellent project management and independent problem-solving skills.
• Excellent interpersonal skills including the ability to collaborate and work effectively with a diverse group of people, maintaining positive working relationships with both internal and external customers.
• Demonstrates the ability to remain calm and composed under pressure, effectively resolving challenges to ensure seamless operations.
• Possesses superior organizational skills, with exceptional coordination and multitasking capabilities, ensuring meticulous attention to detail in all tasks.
• Skilled in compiling comprehensive presentations and delivering them effectively to groups of all sizes, showcasing strong communication and public speaking abilities.

Physical Demands

• The employee must regularly lift and /or move up to 25 pounds.
• Specific vision abilities required by this job include close vision. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to stand and walk.
• Must have valid driver’s license and own transportation to transport clients for onsite planning visits, tradeshows and/or conventions.

Work Environment

• The noise level in the work environment is usually quiet.

Schedule/Travel Required

• This job requires up to 5% overnight travel and 40% of daily travel for job-specific duties.
• Ability to work evenings, weekends and holidays based on client and office demand.

What We Offer

• Education Reimbursement
• 457 Plan
• CRVA University
• Employee 1st Culture
• CORE Values

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our “employee first” culture requires engagement and engagement can’t happen without the voices of many talented and diverse individuals charting our direction.

Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply.