Vice President Of Relationship Management

We are hiring for a Vice President of Relationship Management.

This position leads a team of Relationship Managers, Account Support staff and our Merchandising Team to facilitate all aspects of client projects. This role works with Senior Management to create policies and procedures to best support client needs and ensure the successful implementation of client programs within Innowave, while also working closely with supplier brand and external partners. This role has direct and frequent client contact with a direct client relationship account of at least one or two key accounts. Additionally, this role guides the development and execution of technology solutions to support the execution of client programs.

Innowave produces a wide array of programs for our loyalty clients whose VIP customers are awarded with best-in-class brand name merchandise, gift cards, and experiences. These programs can be singular in effort or encompass a variety of elements.

The ideal candidate is a multifaceted individual with senior management experience, strong people management skills, extensive project experience in technology based and non-technology-based loyalty program execution and event management experience. This person is a natural and driven leader with a positive spirit who excels in collaborative teamwork. They possess a proven track record of successful team building and development, event production and project implementation.

A successful candidate will be highly collaborative, a master organizer of detail and follow-up, a “do-er”, a natural team leader, process-driven, and highly skilled at large-scale logistics, event production involving pre-event staging of product, floor layouts, temporary staff acquisition and training, etc. and a visionary in successfully anticipating start to finish dependencies resulting in flawless client program execution.

This position reports to the Chief Product Officer.

Salary Range: $150K-155K

Full

Core Job Responsibilities:

• Drive the creation of best practices for client relationship management across the organization.
• Lead with a client-centric approach, upholding the voice of the client in everything you do.
• Develop, manage, and account for financial logistics for project development and execution, monitor spending during the planning process, and accurately report post project expenses.
• Collaborate with client and project stakeholders to ensure program expectations and requirements are being defined, documented, planned for, implemented, and measured.
• Serve as a subject matter expert in various areas of client relationship management and merchandising for the organization.
• Lead the team’s management of 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.
• Respond in a timely manner to emergent and last-minute client requests.
• Construct timelines to outline all aspects of project management and execution, uphold deadlines and accountabilities to remain on track with each project execution.
• As a senior leader, hire, train and develop a diverse team of individuals, establishing impactful KPIs designed to develop each team member and achieve company objectives.
• Oversee contractual obligations with clients and support vendors and provide input in creating contractual documents.

Additional Responsibilities

• Drive and track all project activities and deliverables, maintaining visibility to all project team members and internal stakeholders.
• Attend all necessary client redemption events.
• 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.
• Work with delivery leads to ensure project success within budget, timeline, and scope.
• 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.
• Monitor and report program health and risks to company leadership.
• 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.

Client Focus:

• Display extraordinary client service skills and a strong command of verbal and written communications.
• Implement merchandising strategies to maximize Innowave’s product acquisition power to maximize the impact of our award selection in the marketplace.
• Proven success interfacing with clients at the VP and C level, and all other levels.
• Act as an event specialist and leader for all client event related needs.
• 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.
• Collaborate across Innowave’s account strategy teams to deliver and implement all aspects of our firm’s involvement with assigned accounts.
• Act as the senior leader orchestrating a team of liaisons between the client and Innowave’s internal service/delivery teams.
• Team leadership in guiding team Relationship Managers responsible to lead client meetings and develop project documentation including meeting agendas, meeting recaps and next steps, project schedules, and status reports.

Requirements & Qualifications:

• Ambitious, optimization mindset, with strong planning and execution skills.
• Ability to meet tight deadlines and remain calm under pressure.
• 10+ years of experience in a Senior Leadership role, preferably in the Loyalty Marketing Industry, with Project and Event Management experience, technology solution experience and strong people training and development skills.
• Strong analytical abilities and prior experience with business cases, data analytics, data-driven decisions, and problem solving.
• At least 21 years of age due to entry requirements at client gaming properties.
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Expert at Microsoft Office, including Excel and PowerPoint.
• Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail.
• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality or related 4-year degree preferred.
• Excellent communication and presentation skills and ability to deliver clear and concise ideas to the internal team and external clients.
• Experience in Merchandising, particularly in the loyalty marketing/incentive industry, is highly desired.
• Intelligent, quick thinking, and fast learning team player

Travel:

• Currently, Innowave supports client redemption events from January through November.
• The role is remote with some travel.
• In a typical year, client travel is approximately 4-6 trips of on average 3-4 days each. A couple of events may be weeklong, plus other client specific face-to-face meetings.
• Not all programs require travel.
• Innowave also visits key clients throughout the year, as required for presentations and project recap discussions.

Physical Demands at Events:

• Event work may be performed in a casino/hotel setting.
• May be exposed to smoke.
• 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.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• The noise level in the work environment is usually moderate to loud.
• Constant contact with executives, department management, employees, and guests.
• Ability to distinguish letters, numbers, and symbols.
• Prolonged sitting or standing and mobility.
• Use of standard office equipment.
• Eye/hand coordination.

Residency Requirements:

• For remote roles, must be located in one of the 50 states of the United States or Washington DC
• Sponsorship is not available

Core Values:

• Accountability
• Attention to detail
• Delivering excellence
• Follow up and follow through
• Client centric service
• Integrity

Benefits for Full-Time Employees:

• Life insurance
• Paid holidays
• Vision insurance
• 401(k)
• Dental insurance
• Generous PTO policy
• Voluntary life insurance
• Company-provided equipment
• Positions designated as remote are fully and permanently remote
• Medical insurance

About Innowave Marketing Group:

• Innowave Marketing Group provides luxury and innovative reward solutions unique to the loyalty and promotional marketing space. Our experts design effective consumer loyalty programs, engagement programs, sales & channel incentives and consumer promotions. Casino programs include loyalty points programs, VIP shopping events and retail store projects.

Inclusiveness:

• We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

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