Job description

Innowave produces VIP shopping events for our loyalty clients whose VIP customers attend and redeem loyalty points for luxury and best-in-class brand name merchandise, gift cards, and experiences. These events can be up to 25,000 square feet with 500+ unique products and their associated fixtures/displays as well as check-in/out stations and staff support requirements.

We are hiring a Client Services Manager. This position works closely with supplier brand partners and is the project’s representative to the client. Similar roles include Relationship Manager, Special Events Manager, Account Manager, and Inside Sales Manager.

The ideal candidate will use their extensive event management and client engagement experience to primarily project manage and produce on-site client shopping and redemption events for our clients’ loyalty marketing programs. This person is a natural and driven project leader with a positive spirit who excels in collaborative teamwork. They possess a proven track record of successful event production and project implementation.

As a Special Events Manager at Innowave, you may also design, launch, and support ongoing, evergreen, digital, non-event loyalty redemption programs.

The successful Special Events Manager will be highly collaborative, a master organizer of detail and follow-up, a natural team leader, process-driven, and highly skilled at large-scale logistics and event production involving pre-event staging of product, floor layouts, temporary staff acquisition and training, and more.

This role does not produce social or networking events and does not require marketing and advertising to attract attendance or sales in any way. Candidates with experience that is limited to these areas will not be considered.

This position reports to the Director of Relationship Management.

Salary range: $90,000-$110,000

------------------------------------------Full Job Description

Core Job Responsibilities:

• Collaborate with client and event stakeholders to ensure program expectations and requirements are being defined, documented, planned for, implemented, and measured.
• Develop, manage, and handle financial logistics for events including event budgets, monitor spends during the planning process, and accurately report post event expenses.
• Hire, train, and manage event staff.
• Respond in a timely manner to emergent and last-minute client requests.
• Serve as a subject matter expert in various areas of Special Events Management.
• Coordinates with supplier brand partners for event support (brand participation and logistics of goods during installation & dismantle.
• Oversee contractual obligations and provide input in creating contractual documents.
• Attend and manage a variety of events to include concept development, production timelines, task management, and event execution to meet the highest-level of client and company service standards.
• Establish and maintain an effective working relationship with other departments.
• Responsible for creating and maintaining floor plans/layouts compliant with safety and fire regulations.
• Construct timelines around and then execute onsite event logistics, including installing and dismantling, staging large amounts of products/deliveries, managing supplier partners and staff.
• Manage all event operations to include production schedules, décor, audiovisual requirements, convention set-up, staffing, safety, and gaming compliance.
• Assist with special event set up such as placing chairs and linens, furniture adjustment, taping cords, pushing carts, etc.

Additional Responsibilities

• Plan and execute events from start to finish according to requirements, target audience, and client objectives.
• Attend all necessary client redemption events.
• Craft suggestions to enhance the event’s success.
• Cultivate existing client relationships, ensure client results, and maintain high levels of delivery success as evidenced by client retention and meeting or exceeding project KPIs, both operational and financial.
• Use Project Management methodologies to orchestrate all aspects of events and programs, to ensure the desired outcome and manage the interdependencies. Aspects include process, tools, and workflows.
• Take responsibility for understanding client and program goals and statements of work (SOWs); monitor and maintain the account and project health by making smart decisions with resolution of issues.
• Bring together a team of operational and development delivery experts to execute against the program goals and requirements.
• Create and maintain detailed project schedules, ensure timely completion through all phases, take lead on quality control issues, and write and present project plans/risks.
• Work with delivery leads to ensure project success within budget, timeline, and scope.
• Drive and track all project activities and deliverables, maintaining visibility to all project team members and internal stakeholders.
• Monitor and report program health and risks to Account Management leadership.

Client Focus:

• Act as the liaison between the client and Innowave’s internal service/delivery teams.
• Act as an event specialist and contact for all client event related needs.
• Display extraordinary client service skills and a strong command of verbal and written communications.
• Show a curiosity about the client’s business and become a consultative partner by understanding how they define success, listening for opportunities, and making recommendations to the account strategy teams on what else Innowave can do to help them reach their business goals
• Coordinate and assist with leading client meetings and develop project documentation including meeting agendas, meeting recaps and next steps, project schedules, and status reports.
• Collaborate across Innowave’s account strategy teams to deliver and implement all aspects of our firm’s involvement with assigned accounts.
• Comfortable interfacing with clients at the VP and C level, and all other levels.

Requirements & Qualifications:

• 5+ years of experience in an Event Manager role, with experience coordinating all aspects of medium to large size vendor or shopping events.
• Experience in the loyalty marketing/incentive/retail/hospitality space a plus.
• Ambitious optimization mindset, very organized and detail oriented, with strong planning and execution skills.
• Expert at Microsoft Office, including Excel and PowerPoint.
• Ability to thrive in fast-paced environment, meet tight deadlines and remain calm under pressure.
• Excellent communication and presentation skills and ability to deliver clear and concise ideas to the internal team and external clients.
• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality or related 4-year degree preferred.
• At least 21 years of age due to entry requirements at client gaming properties.
• For the actual event execution, ability to work a flexible and irregular schedule including nights, weekends, and some holidays.

Travel:

• The role is remote with some travel.
• In a typical year, client travel is approximately six to eight trips of on average 3 days each. A couple of events may be weeklong.
• Currently, Innowave supports client redemption events April through November.
• Innowave is also exploring new store openings with clients, which would require travel for store setup and launch.
• Not all programs require travel.

Physical Demands at Events:

• Event work may be performed in a casino/hotel setting.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• May be exposed to smoke.
• The noise level in the work environment is usually moderate to loud.
• Constant contact with executives, department management, employees, and guests.
• Prolonged sitting or standing and mobility.
• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions. Lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.
• Eye/hand coordination.
• Use of standard office equipment.
• Ability to distinguish letters, numbers, and symbols.

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Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

COVID-19 considerations:
No additional precautions are needed during the remote portions of the role. When traveling, all applicable COVID-19 precautions must be taken, including those in place at the venue where the event will be held.

Work Location: Remote

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