Technical Events Manager in Stratford-upon-Avon

The Technical Events Manager is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers World-Class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship with the venue. The TEM promotes high performance, accountability and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. This role will report to the Area Manager, Cluster TEM or Regional Operations Manager.

Your perspective:

• Private Healthcare after 12 months of continuous service
• Employee supported volunteering
• Enhanced family leave provision
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Mentoring support and training initiatives
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

Key Job Responsibilities:

Financial Management and Reporting:

• Drive Results by managing an efficient and profitable operation with a focused approach on revenue maximisation and profitability using cost control measures in accordance with the company’s standard operating procedures.
• Achieve Encore’s financial goals for the location(s) by effectively managing labour, equipment sub-rentals and other costs.
• Understand and utilise operational and financial reports and completes standard and ad hoc reports accurately and on time.
• Utilise the Company billing system to coordinate invoicing activities and makes certain that billing is reviewed and approved by clients.
• Complete the sales forecast at home location, ensuring they are accurate and submitted timely.
• Participate in business review presentations as needed, in collaboration with regional management.
• Review and manage location P&L and develops action plans to address deficiencies / grow the business.
• Confirm venue partners process all payments to Encore in a timely basis.

Operations Management:

• Perform daily floor operations including scheduling and equipment setups, operation, and strikes.
• Assist on the floor as needed.
• Ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the venue, and in accordance to brand standards.
• Anticipate equipment challenges and changes in a timely and professional manner.
• Use inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
• Efficiently share labour and equipment within the local market.
• Attend all operational venue meetings such as daily stand up meetings with venue operations staff.
• In collaboration with the Health and Safety Manager and the Area Manager, ensure that all HSE guidelines are properly implemented.
• Promote a healthy and safe working environment at all times, and provide feedback to the Health and Safety Manager on all HSE issues at the venue.

Sales Management:

• Work with regional sales teams to create effective sales strategies to maximise revenue per-event for assigned customers including upsell and cross-sell opportunities.
• Prepare and deliver compelling presentations that convey the value of Encore and effectively solve customer challenges.
• Effectively prepare and present quotes and proposals in a timely manner to customers, including those submitted through the website, venue booking system, or other sources as assigned.
• Attend site visits, pre-conference planning meetings, and appropriate venue meetings as necessary to support the customer event experience.
• Collaborate with vendors and other departments / divisions of the company to capture and service events.
• Understand event cost structure and incorporate into solution designs according to established profitability guidelines.
• Attend customer meetings, understanding their goals and responding to their questions, concerns, and challenges.
• Ensure all customer information is up to date and accurate in the Customer Relationship Management system (CRM) at all times.
• Maintain knowledge of new product / service offerings and emerging technology supporting meetings and events.
• Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc.

Customer Service:

• Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel and various Encore supporting functions and departments.
• Exceed the expectations and needs of internal and external customers.
• Meet with guests on site to confirm that their needs are met and the equipment setup is accurate and working properly.
• Monitor small to medium size events and check in on customers throughout the day.
• Enforce the guidelines in the Employee Guide and / or venue standards for the team to portray a polished and professional image.

Technical Ability:

• Understand and oversee the technical aspects of the job and applies basic to advanced troubleshooting and problem solving skills to guide technicians in resolving equipment and software issues in a timely and professional manner.
• Effectively utilise applicable company computer systems.
• Act as on-site technical expert as needed for events.
• Assist on the floor with operations as needed.

People Development:

• Value People by promoting a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality.
• Manage performance, addresses employee concerns, maintains adequate staffing levels, and facilitates team development.
• Manage the HR activities including selection, performance management, and learning.
• Provide focused and continued coaching to develop the skills of team members.
• Train employees on Encore standards for service and equipment, and verifies they are properly trained on company computer systems.
• Recommend team members for training opportunities, as needed.

Job Qualifications:

• High School Diploma or equivalent is required.
• Bachelor’s degree is preferred.
• 3+ years of audio visual experience.
• 1+ years of supervisory experience.
• 2+ years of customer service or hospitality experience is preferred.
• Sales experience is a plus.
• Working knowledge of audio visual equipment in a live show environment.
• Proficiency with the use of computer hardware.
• Proficiency with computer software and programmes, including the Internet and Microsoft Office.
• Effective leadership abilities and customer satisfaction focus.

Competencies:

• Deliver World Class Service
• Hospitality Ownership
• Do The Right Thing
• Manages Ambiguity
• Drive Results
• Directs Work Achieves Goals
• See The Big Picture
• Financial Acumen
• Value People
• Builds Effective Teams