Position Summary:
The Program Manager (PM) is responsible for managing and leading the client, leading the internal team, program planning, program execution, building client relationships, managing client financials and Creative Group cash flow, engaging suppliers with client priorities, and bringing creative solutions to our clients.
This position is hybrid with 2 day in our Toronto, ON office and remote the rest of the week.
Essential Functions:
Client:
- Functions as the main client contact and works diligently to develop a strong relationship; and manages clients
- Offers client dynamic experiences using the i|xperience™ methodology, working in conjunction with Marketing; leads client by providing workable and creative solutions
- Consults with client to determine goals, needs, objectives, and expectations of the program
- Remains current and knowledgeable about the industry to provide the client with creative and compelling concepts
- Understands client/group idiosyncrasies and adapts Creative Group services, accordingly; in the case a client’s request does not fit in the company’s service offerings, consults with the Design & Innovations and/or the Account Executive
- Schedules and facilitates client planning and debrief meetings to evaluate program results
- Is accountable for successful program outcome
Program Operations:
- Collaborates with appropriate team members in internal kick-off, following program turnover from pre-sales to operations
- Executes overall strategy and choreography of meetings and events
- Leads clients and other team members on operational site inspections
- Negotiates and manages supplier contracts, including deposits, attrition, concessions, guarantees, room blocks, and master accounts in conjunction with internal team members
- Manages and works with hotel and supplier staff to exceed customer expectations. Provides best pricing, options, and program objectives. Maintains logistical accountability of meetings. Acts as liaison between customer, hotel, and all suppliers
- Creates and communicates all program specifications and program details and approve event orders
- Oversees design, marketing concepts and promotional campaigns, copywriting, and budget specific to the program in conjunction with the Project Manager
- Sends appropriate post-program correspondence to all stakeholders
Financial Management and Insights:
- Manages client budget with a focus for client cost savings while maximizing revenue opportunities
- Understands and monitors estimated labor hours for team to maximize profit
- Manages cost-savings, reconciliation, and invoicing
Leadership:
- Be a sought-after partner, by building trust with clients, internal team, and external partners
- Provides confident leadership for the client, planning team, and company through all actions and to be able to successfully execute programs
- Establishes, communicates, and monitors all timelines and budget parameters
- Mentors Project Managers on an ongoing basis
- Works with all internal departments (as applicable per program) for the successful execution of the program, such as: Travel Services, Creative Services, Technology Services, Registration Services, Merchandise, and Finance
- Is responsible for on-site program execution and direction of travel staff. Implements contingency plans as needed onsite. Troubleshoots and solves onsite problems seamlessly
- Is responsible for identifying and sharing best practices and process improvements company-wide
- Gathers, shares, and applies learnings for continuous process improvement
- Can adapt and work successfully with any client, partner, and program
- Seek feedback, absorb, and act in the spirit of continuous personal development
Perform other duties as assigned.
Working Conditions:
- Ability and willingness to work extended workdays and possible weekends
- Accessible during acceptable working hours identified per project/program
- Travel expectations – potential of 30% or more of time annually. Must be able to travel to any country.
- Frequent use of a computer and other office equipment
- Ability to lift up to 75 lbs.
- Frequent sitting, standing, and walking
Minimum Requirements/Qualifications:
- Bachelor's Degree in Business, Hospitality, Event Planning or a combination of education and work and experience is required
- Minimum of 4 years of experience in the Hospitality and/or group/individual performance industry, with at least 3 years of meeting planning experience
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
- Certification in Meeting Planner (CMP) is a plus
- Fluent in English
- Bilingual in French or Spanish is a plus
Benefits Onboard
In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.
Our Brand Voyage: About Direct Travel and Creative Group
A subsidiary of Direct Travel, Creative Group designs global programs and experiences that reward excellence and inspire people to reach their full potential – we call it Thrivability. Creative Group is a full-service performance improvement company specializing in meetings and events, group incentive travel, employee engagement and recognition,sales incentives and channel loyalty programs. Creative Group serves a client roster of Fortune 500 companies in a broad range of industries.
Direct Travel is a leading provider of corporate travel management services. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies, and significant cost savings. The company is led by CEO Christal Bemont and Executive Chairman Steve Singh, noted business investor and founder of Concur. Direct Travel has offices in over 80 locations and is currently ranked among the top providers of travel on Travel Weekly’s Power List. For more information, visit www.dt.com.
Direct Travel is an EOE/AA/Veteran/People with Disabilities employer
If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.
#LI-Hybrid
Qualifications
- College degree preferred
- Minimum of (5) years of experience in event planning/operations and travel
- CVENT experience (minimum 2 years)
- Quick learner-gets up to speed on systems/processes
- Experience with client invoicing, vendor payments, and company credit card reconciliation
- Highly skilled in time management to facilitate involvement in multiple projects
- Possess strong verbal and written communication skills
- Proficiency in Microsoft Suite, Google Suite, Adobe, Teams
- Knowledgeable in video conferencing platforms such as Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
- Professional manner and appearance
- Demonstrates the ability to think critically and strategically to anticipate opportunities and challenges
- Be able to actively listen, have the capability to instill confidence in clients and colleagues, and present information with confidence
- Must be able to take direction and work well with others
- Must be able to concentrate and perform accurately while meeting applicable productivity measures
- Must be able to manage changes proactively and manage tasks as assigned
- Must be able to lawfully work within the US and have unrestricted work authorization for US
- CMP or other Industry Certification
- Prior experience working for a TMC
- Strategic thinker
