Attendee Management Specialist Job

An M&E Attendee Management Specialist excels at providing unparalleled customer service to meeting attendees, while also ensuring we exceed our client's goals. This role requires excellence in exceeding client expectations, managing deadlines, and making quality decisions.

Our Attendee Management Specialists play an important part of our clients overall strategy by focusing on the attendee experience which impacts our client's reputation. The Attendee Management Specialists manages the attendee experience and ensures all of their needs are met.

This role communicates directly with clients and attendees to ensure a seamless registration process. These meetings and events may be complex in nature, require high touch, and outstanding customer service. Attendee Management Specialists have ultimate accountability and take the lead role on all registration and attendee reporting to ensure a smooth logistical process.


Responsibilities:

· Responsible for all aspects of attendee management including overall attendee satisfaction

· Provides unparalleled consultative customer service and the customer experience to meeting owners and attendees

· Coordinates and supports meetings with meticulous attention to detail according to corporate standards

· Provides solutions and actions attendee logistical requests and changes

· Ownership and communication of attendee registration, reporting, and surveys

· Partners and supports the internal stakeholders, including Meeting Planners, throughout the planning process

· Responsible for providing accurate and timely reports to all vendors as required including, Hotel, Air, DMC, AV, etc.

· Management of attendee communications including save the dates, invitations, confirmations, pre-conference materials, KBYG communications, etc.

· Attrition management - room block and sub-block management, multi-venue management, and roommate matching services

· Provide attendee summaries and reports to clients including escalating approvals as needed

· Proactively escalate potential client or program issues for timely resolution

· Meet and exceed client service level agreements in regards to relative functions

· Constantly identify and strive for continuous improvement of M&E processes, procedures and tools

· Travel on-site for assigned programs as requested

· Successfully manage email communication via dedicated email boxes

· Complies with M&E technology usage as required

· Time tracked as requested by management

· Part of a call center environment to answer attendee related matters




· Strong computer proficiency in Microsoft Office Suite including excellent Excel skills

· Superb customer service skills

· Strong communications skills: verbal and written

· Ability to remain calm and composed under stressful situations

· Strong multi-tasker who works well under pressure

· Ability to travel to programs as needed

· Knowledge of CVENT is a requirement; other registration tools a plus

· Comfortable working with deadlines and timelines

· Comfortable working in a virtual environment or an office

· Language- English and French Canadian or Spanish a plus

· Shift variation as needed. Normal business hours Monday - Friday 8:00 a.m. to 8:00 p.m.