Program Manager

Virtual

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.

C onsult s with clients about options, guide s clients to good decisions, anticipates the needs of clients, sell s our value, and instills confidence while representing the Creative Group core values. Communicates client learnings to enhance current and future experiences.

Owns the overall program operations which includes logistics planning, supplier management, financial management, and overall execution.

Leads internal team to ensure quality service, streamline projects, and develop efficiencies. Builds strong relationships and be a trusted advisor, internally and externally.

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

Collaborates with appropriate team members in internal kick-off, following p rogram t urnover from pre-sales to o perations

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

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

Be a sought-after partner, by b uild ing 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

Must be able to behave in a manner that reflects our organization’s vision and values

Must possess excellent interpersonal skills to be able to provide superior customer service and client consultation from the spirit to serve others; be able to work cross-functionally and develop strong , and healthy internal and external relationships through highly responsive, transparent, and consultative actions

Must possess self-awareness to understand their own strengths and weakness and how their behavior impacts others

Must possess excellent organizational and project management skills, ability to prioritize, be detail oriented, and can manage multiple customers and projects simultaneously

Must possess strong verbal and written communication skills and be an active listening to be the main client contact

Must possess proven leadership skills to lead the team effectively and coach internal team members

Must be able to actively listen, have the capability to instill confidence in clients and colleagues, and present information with confidence

Must be professional in behavior with clients, suppliers, and colleagues

Must exhibit strategic and critical thinking by gathering and analyzing information to skillfully conceptualize solutions that go beyond the obvious paths and exceed expectations

Must model a positive, solution-based approach, and be flexible and open to change and be easy to do business with

Be able to work autonomously , while thriving in a team environment

Must be able to maintain confidentiality

Ability and willingness to work extended work days 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

The above statements are intended to describe the general nature and level of the work being performed by individuals assigned to this job. This is not an exhaustive list of all the duties and responsibilities associated with the role. As with all positions, the responsibilities and duties of this position may change. The Company, in its discretion, may alter this job description at any time with or without notice.

Creative Group is an Equal Opportunity Employer committed to a diverse workforce and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color , religion, gender, gender identity, national origin, age, sexual orientation, marital or civil partnership status, pregnancy, disability, Veteran, or genetics. In addition to federal law requirements, Creative Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Full-time