Encore Global
Director, Event Technology II - Knoxville, TN
Encore Global, Knoxville, Tennessee, United States, 37955
Position Overview
The Director, Event Technology II (DET II) is responsible for leading a successful sales and operations team to achieve 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 DET II 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 an Area Director, Venues or an RVP, Venues.
Key Job Responsibilities
Account Management
Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
Service high profile/visibility events and act as a point of escalation when needed.
Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business.
Partner with Venue Sales Leadership on sales strategies.
Create and participate in business review presentations.
Financial Management and Reporting
Drive results by managing an efficient and profitable operation with a focused approach on revenue maximization and profitability using cost control measures in accordance with the company’s standard operating procedures.
Strategically ensure event profitability is maintained based on proper staffing per event.
Achieve Encore’s financial goals for the location(s) by effectively directing the management of labor, equipment sub-rentals and other costs.
Train and direct operations and sales managers to complete standard and ad hoc reports.
Complete and analyze reports to effectively manage the business.
Enforce the utilization of the company billing system, coordination of invoicing activities and that billing is reviewed and approved by clients.
Review location P&L and develop action plans to address deficiencies/grow the business.
Confirm venue partners process all payments to Encore in a timely manner.
Operations Management
Responsible for the strategic, long-term direction of large and small high tech, high volume events at the property.
Direct operations team to manage daily floor operations including scheduling and equipment setups, operation, and strikes are completed in accordance to brand standards.
Confirm operations team is using inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
See the big picture by efficiently sharing labor and equipment within the local market.
Guarantee an Encore management presence at all venue meetings, such as daily stand ups or sales meetings.
Analyze schedules and available labor and equipment resources and make recommendations for labor and equipment sharing within local markets.
Sales Management
Hold Sales Manager and/or Sr. Sales Manager accountable to maintaining a healthy pipeline at all times to achieve established revenue targets.
Confirm all known opportunities are in CRM and completed accurately and updated at all times.
Lead the sales forecasting efforts at home location(s), ensuring they are accurate and submitted timely.
Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc.
Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events.
Customer Service
Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel and various Encore supporting functions and departments.
Lead the team to exceed the expectations and needs of internal and external customers.
Meet with guests on site or assign this to a team member, and verify equipment is setup accurately and working properly to customer needs, and verify the team is monitoring each event and checking 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.
People Development
Promote a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality.
Direct and manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development.
Navigate the union labor market and associated management dynamics, where applicable.
Manage human resources activities including selection, performance management, and learning.
Provide focused and continued coaching to develop the skills of team members.
Verify that employees are trained on Encore standards for service and equipment, and properly trained on company computer systems.
Recommend team members for training opportunities, as needed.
Job Qualifications
High School Diploma is required. Bachelor’s degree is preferred.
5+ years of audio visual experience.
5+ years of sales/customer service experience.
3+ years of operations supervisory/management experience.
Proficiency with the use of computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities and customer satisfaction and people development focus.
A valid driver’s license is required for team members who may operate Company vehicles.
Work Environment
Work is performed in a venue/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio visual equipment and electrical components, and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple venue locations. Working times will include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual venue or a representation of venues in that city or area.
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The Director, Event Technology II (DET II) is responsible for leading a successful sales and operations team to achieve 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 DET II 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 an Area Director, Venues or an RVP, Venues.
Key Job Responsibilities
Account Management
Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
Service high profile/visibility events and act as a point of escalation when needed.
Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business.
Partner with Venue Sales Leadership on sales strategies.
Create and participate in business review presentations.
Financial Management and Reporting
Drive results by managing an efficient and profitable operation with a focused approach on revenue maximization and profitability using cost control measures in accordance with the company’s standard operating procedures.
Strategically ensure event profitability is maintained based on proper staffing per event.
Achieve Encore’s financial goals for the location(s) by effectively directing the management of labor, equipment sub-rentals and other costs.
Train and direct operations and sales managers to complete standard and ad hoc reports.
Complete and analyze reports to effectively manage the business.
Enforce the utilization of the company billing system, coordination of invoicing activities and that billing is reviewed and approved by clients.
Review location P&L and develop action plans to address deficiencies/grow the business.
Confirm venue partners process all payments to Encore in a timely manner.
Operations Management
Responsible for the strategic, long-term direction of large and small high tech, high volume events at the property.
Direct operations team to manage daily floor operations including scheduling and equipment setups, operation, and strikes are completed in accordance to brand standards.
Confirm operations team is using inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
See the big picture by efficiently sharing labor and equipment within the local market.
Guarantee an Encore management presence at all venue meetings, such as daily stand ups or sales meetings.
Analyze schedules and available labor and equipment resources and make recommendations for labor and equipment sharing within local markets.
Sales Management
Hold Sales Manager and/or Sr. Sales Manager accountable to maintaining a healthy pipeline at all times to achieve established revenue targets.
Confirm all known opportunities are in CRM and completed accurately and updated at all times.
Lead the sales forecasting efforts at home location(s), ensuring they are accurate and submitted timely.
Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc.
Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events.
Customer Service
Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel and various Encore supporting functions and departments.
Lead the team to exceed the expectations and needs of internal and external customers.
Meet with guests on site or assign this to a team member, and verify equipment is setup accurately and working properly to customer needs, and verify the team is monitoring each event and checking 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.
People Development
Promote a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality.
Direct and manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development.
Navigate the union labor market and associated management dynamics, where applicable.
Manage human resources activities including selection, performance management, and learning.
Provide focused and continued coaching to develop the skills of team members.
Verify that employees are trained on Encore standards for service and equipment, and properly trained on company computer systems.
Recommend team members for training opportunities, as needed.
Job Qualifications
High School Diploma is required. Bachelor’s degree is preferred.
5+ years of audio visual experience.
5+ years of sales/customer service experience.
3+ years of operations supervisory/management experience.
Proficiency with the use of computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities and customer satisfaction and people development focus.
A valid driver’s license is required for team members who may operate Company vehicles.
Work Environment
Work is performed in a venue/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio visual equipment and electrical components, and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple venue locations. Working times will include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual venue or a representation of venues in that city or area.
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