Associate Manager - Attendee Experience - (Remote)

Meetings & Incentives Worldwide, Inc.; Town of Caledonia, Northern (WI, KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, Vision and Life Ins.

401K plan

Paid holidays

Accrued personal time off

Laptop, monitor, and mobile phone

Remote Office / Work from home option

Job summary

Meetings & Incentives Worldwide, Inc. seeks an Associate Manager, Attendee Experience, to lead a portion of the Attendee Experience team. You will mentor staff, manage performance, and drive adoption of smart technologies to improve attendee experiences.

You will collaborate with Event Management Services leadership, interpret analytics, and support staffing and workload planning while upholding corporate goals and exceptional customer service.

Qualifications

• College degree or equivalent experience.
• 2-5 years of experience in the meetings industry, specifically in operations.
• Minimum of 1 year of direct people management experience preferred.
• Knowledge of virtual and hybrid event options.
• Proven excellent oral and written communication skills in internal and client-facing environments.
• Demonstrated track record of successfully managing multiple projects simultaneously.
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources.
• Experience working in a virtual office environment a plus.
• Proficient in Microsoft Office systems (Outlook, Excel, OneNote, Word, PowerPoint).
• Experience with database management programs (Cvent preferred).

Responsibilities

• Cross-departmental collaboration supporting M&IW’s One Team philosophy.
• Team management, mentoring, and coaching of AE staff.
• Provide direct management responsibility with clear direction and timely feedback.
• Train on company software including Cvent, RainFocus, UKG, Concur, SharePoint, DOMO, Cornerstone, Asana.
• Identify process deficiencies and help document and train on new processes.
• Assist in AE department meetings and onboarding for new hires.
• Recruitment involvement including interviews.
• Leverage AI-powered tools to enhance efficiency and experiences.
• Lead AE services for meetings when applicable.
• Travel domestically and internationally 10-15% for onsite staffing and training.

Skills

Team leadership

Mentoring

Coaching

Cross-functional collaboration

Communication

Tools

Cvent

RainFocus

UKG

Concur

SharePoint

DOMO

Cornerstone

Asana

Job description

Associate Manager - Attendee Experience - (Remote)

The Associate Manager, Attendee Experience will provide direct management responsibility for a portion of the Attendee Experience team through clear and consistent direction. The Associate Manager focuses on the growth of direct reports and ensures each team member meets and achieves specific goals. A key responsibility is to embrace and implement smart tech. They also work closely with M&IW’s Event Management Services leadership and Customer Success teams to interpret business analytics, utilize historical data to strategize staffing and workload allocations, provide delightful Customer Service and support all corporate goals and objectives while adhering to company policies.

What you will do here:

• Cross-departmental/team collaboration supporting M&IW’s One Team philosophy
• Team management, individual mentoring, and coaching
  • Provide direct management responsibility over a portion of the AE team through clear and consistent direction including timely and effective feedback
  • Mentor direct reports using the Trident model through M&IW’s monthly coaching sessions where you will discuss career growth, review current projects, provide strategic and operational guidance, recognize accomplishments, and directly manage issue resolutions
  • Advocate for growth opportunities of team members in alignment with individual and company goals
  • Train on all company software, including but not limited to Cvent, RainFocus, UKG, Concur, SharePoint, DOMO, Cornerstone, Asana and any applicable client-based systems
  • Assist AE Leadership in identifying process deficiencies within internal processes to create, document and train on process
  • Assist in delivering messaging for monthly AE Department meetings
  • Assist with the hands-on training and onboarding for new hires and train all employees on onsite expectations
  • Assist AE Leadership with recruitment including over the phone and in-person interviews
  • Leverages AI-powered tools and emerging technologies to enhance operational efficiency, improve attendee and client experiences, streamline workflows, and identify opportunities for continuous innovation within the Attendee Experience team.
  • Provide lead AE services for meetings, if applicable
  • Ability to travel domestically and internationally 10-15% to assist with onsite staffing and training, if applicable.
• Collaborate with M&IW’s Finance Team to monitor the performance, timeliness, and accuracy of all team members
• Offer a full understanding and be a clear leader of M&IW’s full Financial Process
• If applicable, have a full understanding of pharmaceutical clinical meeting compliance and reporting requirements
• Training
  • Determine one-on-one training needs of teammates. Seek proper resources and specialists for training
  • Work in conjunction with the AE Leadership to determine group training session topics for continued growth within the division. Offer periodic training sessions through the assistance of content development and assist with training sessions, as needed.
  • Regularly collaborate with the Event Experience Leadership Team and assigned Customer Success Teams to understand Customer and cross functional expectations to ensure teammates have the proper tools and skills to exceed expectations.
  • Stay relevant on industry trends through industry publications, attending webinars or attending relevant courses
  • Solicit involvement from outside vendors/partners to offer training opportunities that will highlight specialty areas within the Meeting Planning Industry
  • Attend internal & external training and networking opportunities to further your industry knowledge.
  • Encourage a secure and open learning environment
• Participate as a contributor to a Company OKR
• Regularly attend all companywide meetings
• Actively participate in Leadership Training series

You will work with:

• Report to the Director, Attendee Experience, Event Management Services
• Internal team members from multiple departments
• External Customers and Key Stakeholders

OnsitePhysicalActivities (Non-Essential Functions)

This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Associate Manager, Attendee Experience, Event Management Services role but may berequiredduring live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operationsand if unable to perform these physical activities the company needs to know.

Physical activities include,but are not limited to the following:

• Movement & Positioning:Frequent standing and walking arerequired, particularly during event setupand teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements.
• Sitting:Occasional sitting isrequiredduring planning meetings, travel to and from event sites, computer-based work, or registration duties.
• Lifting and Carrying:Abilityto lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25to 40pounds.Items over 25 pounds require assistance from another M&IW team member.
• Reaching and Grasping:Event setup and breakdown may involve reaching overhead and handling tools or materials.
• Bending/Kneeling/Crouching:Occasionallyrequiredduring event setup and breakdown.
• Repetitive Motions:Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays.
• Travel Requirements:Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers.
• Operating Vehicles:Occasional driving may berequiredto transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from theOnsite Lead.
• Working in Varying Environments:Events occur in diverse settings, including indoor venues (conference centers,hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered.

What we expect:

Details of these areas are shared during interviews and monthly reviews:

You will bring:

• College degree or equivalent experience
• 2-5 years of experience in the meetings industry, specifically in operations
• Minimum of 1 year of direct people management experience preferred
• Knowledge of virtual and hybrid event options
• Proven excellent oral and written communication skills in both internal and client-facing environments
• Demonstrated track record of successfully managing multiple projects simultaneously
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources
• Experience working in a virtual office environment a plus
• Proficient in Microsoft Office systems (Outlook, Excel, OneNote, Word, and Power Point)
• Experience with database management programs (Cvent preferred)

What we provide:

• Health, Dental, Vision and Life Insurance options
• 401K plan
• Paid holidays
• Accrued personal time off for vacation and sick leave
• Laptop, additional monitor, and mobile phone
• Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee

Who we are:

Meetings & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with virtual, hybrid, and in‑person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.

GLOBAL HEADQUARTERS:

10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone [phone]

M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.