Guest Engagement Director (Global Sporting Event)

Global Sports Jobs Limited; Los Angeles (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Global Sports Jobs Limited seeks a Guest Engagement Director to maximise client guest participation in hospitality programmes, manage end-to-end guest communications and ticketing, and deliver ROI for programme spend. The role collaborates with global teams and aims to optimise guest experiences across markets.

The position requires experience in sponsorship, event management, and strong client management skills.

Qualifications

• Experience within sponsorship and event management.
• Excellence in client relationship management.
• Professional and commercial approach with numeracy and creative solutions.
• Excellent organisational skills.
• Strong time management skills with the ability to meet strict deadlines.
• Advanced computer skills.
• Natural ability to learn new systems and processes.
• Proactive, positive approach and reliable.

Responsibilities

• Build excellent working relationships with the client’s project management team and Coordinators globally.
• Lead agency-client relationships within markets to generate participation in hospitality programmes and activities.
• Develop knowledge of the hospitality programmes to make recommendations for requests.
• Set up Pulse to manage packages and reporting, coordinating with the core account team.
• Lead the development of centralised market communications (sales kits, documents, presentations, websites).
• Understand iSAT ticketing system and work with the ticketing team on requirements.
• Collaborate with Heads on digital matters and with Event Activations on other Pulse elements.
• Act as first point of contact for Coordinators’ queries and requests, providing pre-event support and on-site assistance.
• Oversee guest communication tools and ensure alignment with core guest experience.
• Manage the Guest Communication Team when onboard, handling data processing and on-site materials distribution.
• Understand procedures for package movements, cancellations and bespoke requests.
• Carry out financial tracking and ROI analysis for hospitality use.
• Develop systems to track collateral and promotions.
• Provide data access to the client project management team via regular status reports.

Skills

Sponsorship & event management

Client relationship management

Commercial mindset with numeracy

Organisational skills

Time management under deadlines

Adaptability in fast-paced environment

Proactive and reliable

Job description

About the Role

The Guest Engagement Director is a client-facing role responsible for maximising the client's guest participation in the hospitality programme, managing the end-to-end guest communication and ticketing process, and delivering against ROI for the programme spend. The role sits within the core account team and works closely with the ticketing team, the Head of Systems and Guest Communications, the Event Activations team and Coordinators in markets worldwide. It is a contract appointment running from October 2026 until October 2028.

Key Responsibilities

• Build excellent working relationships with the client's project management team and individual Coordinators globally.
• Lead agency-client relationships within markets and user groups across the client's key stakeholder groups to generate and stimulate participation in the hospitality programmes and other activities.
• Develop a thorough knowledge of the hospitality programmes' architecture, structure and strategy in order to make recommendations around specific requests.
• Set up Pulse (iLUKA's bespoke system) to manage associated packages from initial allocation and movements through to full reporting and reconciliation, working with the core account team to ensure all Pulse modules are set up as required for core hospitality programme deliverables.
• Lead the development and creation of all centralised market communications, including sales kits, process documents, presentations, websites, invitations and surveys.
• Understand iSAT (iLUKA's bespoke ticketing system) and work closely with the ticketing team on programme ticket requirements.
• Work closely with the Head of Systems and Guest Communications on all digital matters, from the package request website through to data management, and with the Event Activations team on other, non-Pulse digital elements.
• Act as first point of contact for all Coordinators' queries and requests for package information, ticketing and bespoke requests, providing ongoing pre-event support and serving as their main point of contact at event time to ensure all requests are implemented.
• Oversee the ongoing management of guest communication tools such as guest websites and event apps, working with the Event Activations team to ensure all communications deliver against the core guest experience.
• Manage the Guest Communication Team (when onboard), which is responsible for the processing of all guest data, and be responsible for the distribution of all guest communication materials pre-event and on-site.
• Understand procedures and effects for all possible circumstances, including package movements, cancellations and bespoke requests.
• Carry out financial tracking and reconciliation of all package allocations and additional requests, and develop systems to track ROI for use of hospitality.
• Develop systems to track collateral and promotions.
• Ensure the client project management team has access to all relevant data in the form of regular status reports pre-event and on-site.
• Adhere to General Data Protection Regulation (GDPR) and other event location data regulations.

Required Experience & Qualifications

• Experience within sponsorship and event management.
• Excellence in client relationship management.
• Professional and commercial approach, with an eye for numbers but also creative solutions.
• Excellent organisational skills.
• Strong time management skills with the ability to meet strict deadlines.
• Advanced computer skills.
• Natural ability to learn new systems and processes.
• Proactive, positive approach to all tasks and a high degree of reliability.
• High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment.
• Flexible, enthusiastic, confident and outgoing.
• Willing to roll sleeves up and get involved.
• Passionate about sport, hospitality and delivery.
• Able to work in a calm, kind and professional manner in a pressured environment.
• Ability to prioritise a demanding workload.

Preferred Skills

• Ideally experience within the global events industry.