Event Operations Manager, Australia

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? 

Event Operations Manager, Australia 

Sydney, Australia

The Event Operations Manager Australia is responsible for leadership and management of the Australian Operations function providing service excellence across our customer programs and events. He/She is responsible for providing excellent client and employee support and exhibiting leadership in the areas of Event Operations management, customer service, problem resolution, technology knowledge, and process/policy adherence. 

The Event Operations Manager Australia will be jointly responsible for driving the financial performance from the team as well as work with leadership for commercial planning and management of the market. 

By providing leading service excellence this role will support client retention and work with Account Management to drive continuous operational processes improvement, team management and new business. They will ensure 100% compliance to our financial procedures and policies.

The Event Operations Manager Australia will oversee all program operations of assigned accounts, provide staffing and service levels at or above minimum operation standards within budget as well as motivate and provide support to all program operations staff. This role works with Account Management teams driving incremental revenue from existing customers whilst working in partnership with the Sales to obtain profitable new meetings & events accounts using effective sales and marketing techniques and coordination of available resources. This role will also provide input to regional initiatives, implementations, and other projects where your skills will be beneficial for our business success.

Your responsibilities 

• Overall responsible and accountable for customer service deliver, operational planning to meet our customer expectations and contractual obligations.
• Provide both strategic and tactical operational input that supports account development, retention and growth
• Train and manage team adherence to all compliance and financial procedures 
• In partnership with leadership design and manage team financial budgets and performance metrics to deliver annual goals
• Ability to work effectively and efficiently with internal key support teams, local and regional leaders and external client teams in order to effectively accomplish goals and initiatives that benefit the client and BCD
• Feed into annual account business plans and ensure opportunity for client up-selling engagements
• Work with Sales and Account Teams to maintain and increase revenues by means of new client acquisition, existing client expansion and retention
• Support the Company's strategic relationships at all times
• Ensures timely submission of all client facing collateral
• Owner of overall service delivery strategy
• Work with Account Managers and Team leaders to create supporting business plans/initiatives to support the regional plan
• Responsible for the coordination of communication across countries both BCD and client's cross-country initiatives or interests
• Continually evaluate, communicate, measure, and monitor client expectations and service level requirements via indicators, adjusting/modifying appropriately where needed 
• Create and manage business improvement plans, as required
• Participates in formulating and administering policies, directing and coordinating client to develop and implement long range goals and objectives to meet business and growth objectives
• Lead consultation on technology solutions
• Lead the recruitment effort for Operational roles in Australia in close partnership with P&C Asia Pacific 
• With Account Management develop & maintain annual business plan for team members as well as specific team annual goals/objectives            Develop, implement and enforce department service level standards, work with team to ensure consistency in product, delivery, follow through, quality, commitment to timelines and provide high level problem resolution – day-to-day management of the account
• With Country Director, conduct monthly and annual budgeting and forecasting reviews for assigned accounts
• Report on program spend, savings and profitability monthly
• Implement procedures and monitor negotiated savings on total meeting spend to ensure client expectation of savings/cost avoidance is being met
• Alert client of any anticipated account/program budget variances or other operational issues and solution resolution options
• Increase revenues by Up-Sell and Cross-Sell of products and services that meet client's needs.
• Forecast staffing, manage staff to actual volume and at or below budget
• Effectively manage the performance, training and development, motivation and separation of direct reports
• Develop a succession plan in order to identify and train future leaders 
• Creates a career development plan for direct reports to address development for successor positions and gaps in knowledge or experience

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

Essential:

• Bachelor’s degree, preferred in communications and/or business management.
• Profound knowledge of incentives, meetings and/or events.
• Profound knowledge & experience of account/client management
• Profound experience in managing people.
• Proficiency in Microsoft Office applications.
• Firsthand experience of domestic and international group travel.
• Ability to respond to change
• Ability to lead-setting direction, developing teamwork and collaboration, and achieving results through others.
• Ability to work with and manage all personality types.
• Excellent oral and written communication skills, including public speaking and presentations.
• Effective organizational and time management skills, with a strong ability to manage multiple complex projects and timetables.
• Knowledge of communications strategies and client consulting to develop tactical plans to accomplish strategic goals.
• Capability of thinking innovatively, strategically, and conceptually.
• Capability of problem solving-anticipating, initiating and resolving customer or vendor issues.
• Ability to identify customer needs and respond creatively listening to information, asking probing questions, applying knowledge, and determining solutions.
• Competency to manage client relationships-establishing, developing, and maintaining client trust and loyalty overtime and through changes.
• Ability to work well under pressure and adapt to ever-changing scenarios.
• Accept responsibility for projects, team and self-setting and meeting deadlines
• Fluent English language skills plus at least one major EMEA language fluently

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.