Event Manager- Birmingham office

Event Manager 

 Role and Responsibilities

This role is responsible for planning, executing, and elevating the customer experience at NRS. The goal of the Event Manager is to increase awareness of NRS products and services as well as customer acquisition. You must be able to utilize exceptional project management skills to deliver events in line with the overall program strategy, serve as a communication leader, and drive customer acquisition/retention efforts through lead and data capture reporting. As an Event Manager, you will be the technical expert and primary point of contact for our VIP clients, finding solutions and recommending services that can enhance their events and conferences including video, web and audio conferencing. You will be responsible for the strategic management, production and delivery of complex and diverse audio and visual events for clients predominantly in financial institutions. You will produce bespoke white glove service for customers based on their specific needs and intended user experience. You will also provide onsite supports for events and consult with customers both face to face and via phone. This will include joining regular service reviews to build trusted relationships.

Key Responsibilities:

·        Liaising with Event Specialists to deliver phone, video, and web events from the office and onsite.

·        Providing advice and working alongside the clients' audio-visual and webcasting teams.

·        Sourcing and collaborating with suppliers required for events e.g. liaising with translators for multilingual events.

·        Acting as the primary point of contact for onboarding new customers and further developing existing team/client relationships/ service reviews

·        Leading and demonstrating additional new services to clients to further improve their experience.

·        Advising on the best solution for complex conferences.

·        Reporting and analyzing statistical data to understand key customer trends.

·        Production of customer dashboards to further develop customer strategies.

·        Identifying and resolving problems as a matter of urgency, ensuring continuation of service standards and implementing contingency protocols through to resolution.

·        Knowledge and understanding of global capacity management and organization of dial in numbers.

Required Skills: 

·        To be successful in this role, you will have a passion for providing outstanding customer service, a track record of flawless service delivery, and excellent communication skills. You will be confident in providing service to VIP and executive customers and a strong multitasker who can prioritize workloads especially when juggling multiple projects and customers.

·        You must be self-driven and always looking for ways to improve your customer’s experience.

·        Onsite events are held at either a customer’s office or at a suitable venue. Day trips and overnight stays are sometimes needed, so flexibility in hours and shift patterns is key.

Example Tasks/Workflows: 

• Communicate and collaborate with the Account Manager, providing updates and information related to conferencing.
• Oversee and monitor calls specific to the client, ensuring calls run smoothly and mistakes and errors are mitigated.
• Communicate with client to build rapport and provide a level of trust.
• Be available for technical assistance if a call does not go according to plan and communicate issues and resolution with the client and the Account Manager.
• Ensure all team members receive appropriate training and validation as new features or updates are launched within the company. If any changes take place externally on the client side, the expectation is the same.
• Personally facilitate the high importance calls with a high degree of care, detail, and service.
• Take the lead on any demo requests and assist the Account Manager as needed for all conference-related matters.
• Be a SME (Subject Matter Expert) in all systems for troubleshooting instances.

Required Skills and Proficiencies: 

• Proven experience and mastery of the Event Specialist role
• Strong work ethic and motivation for customer service
• Very strong attention to detail
• Ability to effectively communicate with clients and build rapport and relationships
• Ability to effectively collaborate with internal team members
• Flexibility to handle requests and issues that may arise in a timely manner
• Very strong sense of urgency