Event Operations And Account Leader – Dedicated Client Account

A culture of purpose: Where will your BCD M&E career take you?

As perfectionists, artists, strategic thinkers and leaders in the industry, we believe culture is defined by its people. We are looking for exceptional people who rise to our standards while bringing their unique perspective to the table. Are you interested in adding to both our mission and our energy? 

Operations and Account Leader – Dedicated Client Account 

Melbourne, Australia

The Operations & Account Leader position is responsible for the Account Leadership, serving as the key Operations and Account point of contact for the success metrics, account retention, strategic development and management of the assigned global Client Account in the pharmaceutical industry. This position is based in the client office and will have direct people leadership.

The Operations and Account Leader will provide excellent client and employee support and exhibit leadership in the areas of problem resolution, customer service, technology knowledge, and process/policy adherence. 

Your responsibilities 

• Overall responsible and Accountable for account relationship with client, operations, meeting client expectations and profitability of contract
• Provide both strategic and tactical operational input that supports account development, retention and growth
• Ability to work effectively and efficiently with internal key support teams, local leaders and external client teams in order to effectively accomplish goals and initiatives that benefit the client and BCD
• Establish and maintain relationships within BCD stakeholders (owned, partners and affiliates) to achieve results for client
• Development of annual account business plans
• Continually evaluate, communicate, measure and monitor client expectations and service level requirements via indicators. 
• Consolidation and presentation of the Quarterly Business Review to the clients key stakeholders
• Operational lead and support of logistical elements of external and internal meetings & events
• Management and allocation of teams workload
• Owner of overall service delivery strategy
• Accountable for the management and updating of SOPs, onboarding program and process manuals
• Umbrella policy implementation and communication to the stakeholders, including budgets, SLAs, KPI’s etc, as applicable
• Responsible for the coordination of communication across countries for both BCD and client's cross-country initiatives or interests
• Ensure ongoing survey evaluations are conducted, analyse data and implement continuous improvement processes
• Create and manage business improvement plans, as required
• Work with team to ensure consistency in operations, follow through, quality, commitment to timelines and provide high level problem resolution – day-to-day management of the account
• Participate in formulating and administering policies, directing and coordinating client to develop and implement long range goals and objectives to meet business and growth objectives
• Set up and advise internal teams of customer specific reporting requirements; review reporting to identify trends and impact on the business plan and review accuracy of reporting 
• Recommend technology solutions to the client
• Focus on driving efficiencies and simplification
• Conduct monthly and annual forecasting reviews for client
• Implement procedures and monitor negotiated savings on total meeting spend to ensure client expectation of savings/cost avoidance is being met
• Forecast staffing, manage staff to actual volume and at or below budget
• Effectively manage the performance, training and development, motivation of direct reports
• Develop a succession plan in order to identify and train future leaders 
• Creates a career development plan for direct reports to build on areas of strengths and gaps in knowledge or experience
• Oversee and approve all requests for time off and maintain calendar
• Keep connected and informed on industry knowledge and contacts
• Increase revenues by Up-Sell and Cross-Sell of products and services that meet client's needs

We’re looking for you if your profile matches the following:

• Minimum of 7 years’ experience in client/account management, preferably in the event management industry
• Minimum of 5 years experience managing external vendors, sourcing and negotiating contracts
• Minimum of 5 years in supervisory or team lead experience
• Understanding of event management technology (Cvent preferred)
• Good analytical skills and strong budget management
• Strong client relationship and customer service
• Strong communication skills including public speaking and client presentations
• Professional presentation for a corporate facing client
• Ability to lead and work well under pressure and adapt to every changing scenarios

What we offer you

• A culture of purpose where we are invested in your happiness and career growth
• Competitive salary and benefits package 

How to apply

Click apply now to be considered.
 

Get to know us

BCD Meetings & Events are experts at creating experiences that connect organizations with the people that matter most. With 1,900 passionate people servicing clients in 60+ countries around the world, we offer services across event design, brand experience, meetings management, production and content, venue search and sports travel and hospitality. For more information, visit www.bcdme.com. BCD Meetings & Events is a division of BCD Travel Group. 

This position is not open to third-party recruiting agencies.