PLANNER, MEETING/EVENT SR

The Customer Experience Planners are responsible for managing the pre-qualification and planning of briefings, tours and nonstandard events coordinated through the Customer Experience Team. The planning process for this role includes; client & stakeholder meetings, scheduling & logistics, billing & fees, as well as account team onboarding and awareness. The pre-qualification process includes the evaluation of new requests, based on each centers criteria and availability.

Essential Functions & Responsibilities:

• Collaborate with Engagement Planners to meet Service Level Agreements and fulfill client expectations.
• Provide guidance and serve as a valuable resource for high-level events.
• Manage a diverse range of engagements, events, summits, speaker events, and internal meetings.
• Manage Non-Standard Operational Requests for the EBC efficiently through various communication channels, calendars, and booking tools.
• Ensure accurate and timely processing of billing and other event expenses.
• Coordinate with Internal Teams, such as Catering, Concierge, Tech, and external vendors to ensure seamless execution.
• Maintain up-to-date role-specific documentation, including email templates, training manuals, rhythm of business, and SharePoint sites.
• Perform audits of documentation, trackers, and completed team projects to ensure accuracy and timely completion.
• Monitor communications with Planners, clients, and other teams to identify opportunities for process improvements and develop new services based on client demands, while maintaining a professional and polite approach.
• Assist the manager in balancing the workload among Engagement Planners.
• Stay informed about industry programs and promote cohesion among planners.
• Provide backup support to Planner Business Manager when needed.
• Assist in the development and proposal of operational processes and procedures by analyzing business needs and goals.
• Other duties as assigned.

• Bachelor's degree or equivalent experience.
• Able to quickly learn new internal systems and tools.
• Extensive experience with Microsoft Office Suite and current on Microsoft Industry Trends. Proficient with Teams, OneNote, Outlook, SharePoint, PowerPoint, Word, Excel, Windows.
• 3-5 years of experience in Customer Service and Business Administrative roles.
• 4 years planning experience. Experience planning business events - product releases, Trade shows, conferences, etc. If not large in size, must have experience planning several high-level events at once.
• Event planning certification; such as CMP or CSEP is a plus. Especially if no event planning experience.
• Extremely professional and client focused. Able to interact with all levels of business clients.
• Ability to prioritize and juggle multiple projects at once, including solid project-management and problem-solving skills, while following through on issues in a timely manner.
• Excellent organizational, analytical and communication skills (both verbal & written).
• Excellent interpersonal, organizational, anticipatory, planning and time management skills.
• Able to work effectively under pressure within short time constraints, and in relatively ambiguous and complex situations.
• Successful experience working in a team environment, building effective working relationships inside and outside of the group, accommodating work styles and perspectives of diverse individuals.
• Must be process oriented, organized and have attention to detail, yet also be flexible.
• Comfortable communicating with a global community; i.e. various cultures and languages.
• Organized and task driven. Strong documentation and communication skills.