Senior Market Engagement and Guest Communications Manager

Agencies
London , United Kingdom
Full Time
Competitive
7 / 08
The Market Engagement Manager is a client facing role, responsible for maximising the client’s guest participation in the hospitality program, managing the end-to-end guest communication process and delivering against ROI for the program spend.

Full description

Summary of Role

The Market Engagement Manager is a client facing role, responsible for maximising the client’s guest participation in the hospitality program, managing the end-to-end guest communication process and delivering against ROI for the program spend. This role will also have joint management responsibility for the programs Guest Communications team, with the Head of Systems and Guest Communications.

Key Responsibilities

  • Build excellent working relationships with client project management team and individual Market Coordinators globally
  • Lead agency-client relationships within markets and user groups across the client’s key stakeholder groups to generate and stimulate participation for the VIP hospitality program and other activities
  • Develop a thorough knowledge of the VIP hospitality program architecture, structure and strategy
  • Setting up Pulse (iLUKA’s bespoke system) to manage the associated packages from initial allocation and movements through to full reporting and reconciliation
  • Lead in the development and creation of all centralised market communications including sales kits, process documents, presenations, websites, invitations and surveys
  • Being the first point of contact contact for all Market Coordinator queries and request for package information and bespoke requests
  • Having a thorough understanding of the VIP hospitality program to be able to make recommendations around specific requests
  • Working with the core account team to ensure all Pulse modules are set-up as required for core hospitality program deliverables (dedicated functional leads will manage their own foperations within Pulse)
  • Overseeing the ongoing management of guest communication tools such as guest websites and event apps
  • Working with the Brand Experience team to make sure all communications deliver against the core guest experience
  • Managing the Guest Communication Team (when onboard) who will be responsible for the processing of all guest data
  • Responsible for the distribution of all guest communication materials pre-event and on-site with the Guest Communication Team
  • Ongoing support for Market Coordinators pre-event and their main point of contacts at event time to ensure all requests are implemented
  • Ensure the client project management team has access to all relevant data in the form of regular status reports pre-event and on-site
  • Overseeing the Guest Communications Team to ensure the provision of all relevant reports to iLUKA operational departments
  • Understand procedures and effects for all possible circumstances, including package movements, cancellations, bespoke requests etc
  • Financial tracking and reconciliation of all package allocations and additional requests
  • Develop systems to track ROI for use of hospitality

This is not an exhaustive list, and all team members will be expected to contribute to any other aspects of the program, as necessary.

Skills, Knowledge, Expertise

  • Experience within sponsorship and event management
  • Excellence in client relationship management
  • Ideally experience within the global events industry
  • Professional and commercial, with an eye for numbers but also creative solutions
  • Excellent organisational skills
  • Strong time management skills with ability to meet strict deadlines
  • Advanced computer skills
  • Natural ability to learn new systems and processes
  • Proactive, positive approach to all tasks and a high degree of reliability

Attributes

  • High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
  • Flexible, enthusiastic, confident, outgoing
  • Willing to roll sleeves up and get involved

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