Meetings And Events Working Team Leader

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Directs and coaches the activities of assigned personnel to ensure all customer service levels and deliverables pertaining to assigned account is achieved. Provides comprehensive leadership to Global Business Travel (GBT) and to client, supervising sourcing of programs, providing client and team support and training, and managing special projects. Manages 5 to 10 exempt and non-exempt employees who support sourcing and contracting for dedicated account. Performs other duties as assigned. Will take cases and perform sourcing activities on occasion to support the team (high-level/VIP).

PEOPLE MANAGEMENT:

• Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
• Ensures direct reports are maintaining compliance through monitoring and measurement.
• Evaluates staffing models to ensure appropriate staffing levels are in place.
• Interviews and selects direct reports by following GBT’s selection practices and policies.
• Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
• Provides performance based rewards and recognition to reinforce behavior as it occurs.
• Recommends employee terminations after collaborating with human resources to ensure policy and legal requirements are followed.
• Encourage the sharing of industry trends, ideas, special educational opportunities and standard processes.
• Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis.
• Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
• Creates and encourages a positive and open work environment to improve quality of work life.
• Reviews, and approves vacation time, expense reports, time and other employee systems for direct reports.
• Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
• On-boards new employees.
• Lead team members regarding daily inquiries.
• Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels.
• Ensures people related paperwork is current for direct reports.
• Approves and presents salary recommendations to Director.

RELATIONSHIP MANAGEMENT:

• Communicates customer inquiries to Manager and Director which have the potential to escalate.
• Communicate leads and assist with costing, proposals, letters of agreement, and results on renewal business for the account, i.e. destination expertise and budget development.
• Resolves problems and removes obstacles through interaction with other functional departments.
• Participates in client meetings, presentations and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
• Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
• Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
• Brings up obstacles while presenting solutions to Manager and/or Director.
• Resolves customer inquiries which have been raised, and coaches direct reports to research and resolve customer inquiries.
• Develops strategic partnerships with multiple contacts within client and supplier organizations.

FINANCIAL MANAGEMENT:

• Supervises documentation of negotiated savings by client.
• Strategize with manager to analyze, forecast, implement and manage financial and operational measures to supervise results and ensure operational profitability. Holds self and others accountable for business results.
• Reviews contracts to ensure terms and conditions are accurate and legally protective of both GBT and client, including attrition dates, cancellation policies and addendum usage.
• Audit files of other employees' events.

PROCESS MANAGEMENT:

• If assigned a new account, ensures new account implementations and start-ups are successful based on client feedback and agreed upon measurements.
• Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
• Ensures that customer satisfaction via client survey and benchmarks results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.
• Outlines strategy and communication plan for assigned group.
• Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.

OTHER:

• May require travel to destinations worldwide, in support of client site inspections and/or program operations.
• Prior experience in effectively handle multiple projects/demands
• Ability to travel by airplane, boat, rail and/or car
• Experience with meeting industry technology required (CVENT)
• Understanding of and ability to effect win/win solutions
• Proven interest in analytical skills required
• Strong ability to interact with client contacts at a meeting level and key contact level, when needed
• Knowledge of meeting sourcing and or planning as required by account portfolio
• Manages special projects as assigned by the Manager and/or Director. Provide back-up support for Director.
• Minimum of five years experience in leadership of event or meeting management teams or equivalent
• CMP designation a plus
• Proven people leadership skill and impact of large teams
• Prior successful experience in developing and maintaining key client and supplier relationships
• Perform other duties as assigned
• Program management system and meetings industry technology experience preferred
• College degree preferred
• Knowledge of meeting industry
• Solid understanding business financials, contracts and service levels

Location

United States - Virtual Location

The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• And much more!
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Wellbeing resources to support mental and emotional health for you and your immediate family.

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!