Event Operations, Sales & Account Manager
FCM Meetings & Events is growing and we're looking for a passionate and motivated Event Operations, Sales & Account Manager to join our team!
The successful candidate will provide support to the Director of Sales & Account Management and Business Leader in effectively leading and managing the Sales & Account Management Team's strategic growth from small to large enterprise client prospects and increase and retain business using multiple meetings and events service offerings and striving to meet or exceed business objectives
In a leadership capacity, this person would oversee and support the efforts across both the Sales & Account Management teams with importance on quality controlling the proposals that are put forward to clients prior to them getting handed over to Operations.
This role would also be an individual contributor to the Account Management team looking after a few key clients in their own AM portfolio.
On average, the Sales & Account Management Assistant Team Leader travels 1 time a month for client pitches and meetings, account reviews, site inspections, internal conferences & industry conferences. Travel requirements may vary.
Why work at FCM Meetings & Events?
At FCM Meetings & Events, we have worked hard to earn our position as a leading event management agency. We offer rewarding long-term career opportunities for all team members across our global offices.
Our people are at the heart of everything we do, from creation to the delivery of inspiring event experiences and programs. We care for our colleagues’ health and well-being, their personal and professional development, and their financial security.
We believe our people should be part of an organization with clear pathways to career growth, an exciting future, and a supportive working community. Promotion and transfer from within will always be our first choice.
Responsibilities:
Leadership
- Collaborate with Business Leader, Director of Sales & AM, BDMs & AMs, and Event Operational Leadership for tender projects, ensuring all business cases are commercial.
- Work effectively with business leaders in each discipline to ensure there is clear communication between Sales & AM and the operational businesses.
- Collaborate with counterparts within FCTG to provide the best solutions for clients and businesses.
- Creates a vision and obtains buy-in from the team
- Uses vision and business plan as a guide to achievement of individual and office goals
- Provide individual AMs with appropriate AM collateral, AM training, product training & resources to effectively meet sales targets. Support Director of Sales & Account Management in providing individual BDMs with appropriate sales collateral, sales training, product training & resources to effectively meet sales targets.
- Assist Account Managers where applicable with account reviews, pitch development & presentations. Mentor & performance manage the team through one on ones & monthly reviews.
- Ensure appropriate reward & recognition model drives sales performance
- Manage the overall work of the Account Management team to ensure maximum productivity Ability to inspire and motivate people to achieve common goals.
- Create a positive working environment with a high level of team spirit and commitment where staff can reach their full potential and achieve personal & career goals.
- Utilize leadership skills to develop and mentor BDMs & Account Managers within the team.
Account Management
- Communicate effectively. Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences - stakeholders, clients, and team members.
- Gain the confidence and trust of others through honesty, integrity, and authenticity.
- Able to communicate effectively with all audiences using written, graphic, and verbal expression. Sets clear expectations and consequences.
- Prepare and conduct account reviews (typically quarterly/bi-annually but frequency varies per account)
- Create event portfolio highlight presentations of recently executed events working with the Team Leader. Present new services, team members, and strategies for accounts event programs.
- Delivering effective and engaging presentations to a variety of audiences both in-person and virtual to small and large groups.
- Consideration of the content, structure, and format of your presentation, the design of your slides, the tone of your voice and the body language you convey.
- Manage projects within client relationships, working to carry out client goals while meeting company goals
- Coordinate with the event operations team working on the same account to ensure consistent service. Motivate, mentor and lead team to executing tasks and exceeding clients' expectations
- Forecasts and tracks client account metrics.
- Identify patterns, ability to review data, and make strategic recommendations.
- Create cross-event reports including event details, annual spend,ing and savings.
- Be able to prepare and provide clients with event specific reporting needs in conjunction with the Event Lead.
- Keep records of client transactions.
- To contribute to the development and maintenance of office systems and processes associated with accounts.
- Ensure sales systems and processes are carefully monitored and effectively maintained. e.g. Salesforce one best way.
- To ensure that all client account information is up to date so that a thorough knowledge and understanding of the account can be made by simply reading the client file.
- Follow client invoice / PO process and make sure all financial processes are closed out per event and quarterly.
- Collect feedback and testimonials after every event.
- Able to collaborate with sales and event operations teams to ensure all skills are harnessed for the most effective outcome.
- Share information with fellow FCTG Account Managers and M&E Team Leaders to ensure a united, consistent, and professional approach to client account management
- Prepared to empower others ensuring they are armed with the necessary tools for success. Collaborate with the sales team to identify and grow opportunities.
- To be an active contributing member at meetings with Team Leaders and BDMs to keep them abreast of client accounts and any information which is likely to impact FCM Meetings & Events. e.g. workflow, pricing changes
- Develop and execute a regional events program, detailing objectives, strategies, and measurable targets
- Provide recommendations to clients on the strategic direction of events program with respect to standardizing meeting policies and suppliers designed to maximize cost savings, reduce risk and improve meeting quality.
- Identify trends in supplier contracting and suggest preferred partners.
- Calculate meetings spend and travel costs, and then determine potential savings.
- Ensure client retention with FCM Meetings & Events by exceeding client expectations in every interaction with the client.
- Prepare/ resign MSA documents for the legal teams. Negotiate M&E rates without jeopardizing profit margin.
- Maintain the Account Management Strategy to retain key clients & reach business goals for new from incumbent wins.
- Collaborate with operational teams and Business Leaders to identify opportunities and risks across accounts
Customer Relationship Management
- Operates in partnership with Director of Sales & AM and Business Leader as the escalation point of contact for customers
- Develops and maintains long-term relationships with accounts
- Provide outstanding professional service by exceeding all client/delegate expectations. Have a friendly, professional, positive attitude when engaging with clients.
- Responds positively and promptly to all client complaints and ensures resolution to the client’s
- satisfaction.
- Make recommendations to clients and provide them with the product that suits their needs.
- Leverage the customer’s happiness through such things as referrals, reviews, and testimonials.
- Able to develop relationships, trust & credibility with key suppliers and business leaders both internal and external to FCTG.
- Maintain membership in industry groups e.g. MPI, Site etc.
Internal / Eternal Sales
- Identifies new business opportunities for growth and cross-selling within incumbent clients both within M&E services and across other FCTG brands.
- Ability to articulate and effectively present services to a customer.
- Ability to effectively manage relationships and collaborate with other FCM Meetings & Events teams and stakeholders from around the globe.
- Drive client compliance and growth with directly procured products and services from FCM Meetings & Events; event management, event travel, venue sourcing, strategic meetings management & event technology.
- Understand trends in the market and able to identify potential opportunities.
- Source destinations and venues that fit the needs of the client's brief.
- To accurately provide quality control of the team's budget proposals from BDM/AM submissions to point of sign off by the client.
- Prepare a Statement of Works per event and follow through to point of sign-off.
- Provide thorough handover with the event operations team to ensure the client has a seamless transition and FCM Meetings & Events team members have enough information to plan successfully.
Experience & Qualifications:
- Bachelor’s Degree in marketing, communications, hospitality, business, or related field preferred or an equivalent combination of education and experience will be considered in lieu of a degree.
- A minimum of 5 years of demonstrated travel management, event, conference, and incentive management experience. Operations experience preferred.
- A minimum of 2-3 years of Account Management or Sales experience.
- Proficient in sales software (CRM): Salesforce or similar Demonstrated effective customer service skills.
- Proficient knowledge of Microsoft programs such as Word, Excel, PowerPoint, etc. Familiar with Event Management Software: Cvent or similar.
- Knowledge of major suppliers and relevant MICE products/destinations.
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
- Enjoy freedom and flexibility This position may be performed remotely or in-office (or ideally, a bit of both!).
- Have fun: At the heart of everything we do at FCTG is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- A career, not a job: We offer genuine opportunities for people to grow and evolve.
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures programs supporting nominated charities through Workplace Giving, Volunteering, and Fundraising.
Benefits Include:
- Generous remuneration structure
- Travel perks/discounts.
- Health & Wellness Programs and Employee Financial Wellness Services
- Generous paid-time-off policy
- Diversity & Inclusion initiatives
- Benefits include vision, medical, and dental
- Employee Assistance Program
- RRSP with matching
- Employee Share Plan
- Ongoing training and professional development
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
#LI-REMOTE
Location – Remote, USA
This role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
All qualified candidates are encouraged to apply; however, priority will be given to those located in our corporate headquarter cities of: Toronto, ON, and Vancouver, BC
This position may be performed remotely anywhere within Canada except the Province of Prince Edward Island.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversification of our society. Flight Centre Travel Group is committed to providing a barrier-free pathway throughout our recruitment selection process. If you require accommodation because of a disability at any stage of our
