Senior Event and Client Experience Manager

George Mason University; Arlington (VA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Free tuition, up to 12 credit hours

Commuter Transit Benefit

Virginia Retirement System Hybrid Plan

Patriot Perks discounts

Job summary

George Mason University seeks a Senior Event and Client Experience Manager to lead executive, academic, and industry conferences across Mason Square. You will oversee on-site event operations, supervise up to 15 staff, and partner with stakeholders to deliver premier experiences.

Reporting to the Director of Administration and Operations, you will establish service standards, lead staffing strategies, and drive improvements through analytics, forecasting, and AI-enabled workflows for efficient

Qualifications

• Bachelor’s degree in Business Administration, Communications, Hospitality, Event Management, or related field.
• 7–10+ years in executive event management or large-scale venues.
• Experience with executive-level or presidential events.
• Experience supervising staff and leading complex operational workflows.
• Knowledge of enterprise event systems (25Live, Cvent, Social Tables).
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Provide strategic leadership for executive conferences and institutional events.
• Develop event management standards and service expectations.
• Lead the event management pipeline for consistent client experience.
• Establish KPIs, benchmarks, and staffing models.
• Partner with stakeholders to improve service delivery.
• Lead modernization via AI-enabled reporting and automation.

Skills

Analytical skills

Executive stakeholder management

Leadership

Project management

Education

Bachelor’s degree in Business Administration, Communications, Hospitality, Event Management, or related field

Tools

25Live

Cvent

Social Tables

Job description

Department: Facilities & Campus Operations

Classification: Gen Admin Supv 1/Coord 1

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Arlington, VA

Workplace Type: Hybrid Eligible

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 04

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About The Department

George Mason University Facilities and Campus Operations ensures a quality physical environment supporting the mission of the university. We will be the technical and business experts of choice with the total trust and confidence of our students, faculty, and staff.

About The Position

Ready to be part of George Mason's new campus, where you'll interact with high-profile clientele in an innovative ecosystem? You'll have the chance to interact with the external community, students, staff, and more in this dynamic environment. If you're up to the challenge, then we are ready to meet you.

We've got the work. Now, we need an additional team member to contribute to our busy environment. We want someone reliable and who takes pride in their work. The Director of Administration and Operations, will trust and rely on you to get the job done.

George Mason’s Facilities & Campus Operations department is committed to providing a safe, functional, and clean community experience at the university. So, what’s in it for you?

Great benefits for you…

• Lots of leave, including paid annual leave, paid holidays, paid sick leave, paid two-week winter break (please note – the break employees often receive during the holiday season is not regularly guaranteed and is subject to annual approval);
• Free tuition, up to 12 credit hours during the academic year, and professional development. Yes, you can earn a college education while earning a salary;
• Commuter Choice Transit Benefit;
• Virginia Retirement System Hybrid Plan; and
• Patriot Perks discounts to restaurants, events, and more!

For you and your family…

• Health/dental/vision benefits; and
• Tuition-dependent benefit (restrictions apply).

The Senior Event and Client Experience Manager ensures all event production services are executed properly. In partnership with other members of the Mason Square Events team, and at the direction of the Senior Event and Production Manager, this position oversees the successful setup, operations, and oversight of all A/V equipment and event support resources for events held at Mason Square. The Senior Event and Client Experience Manager serves as the on-site supervisor during events, ensuring smooth execution and providing direct supervision of up to 15 support staff on the ground. In addition, the position will directly support high-profile and complex events to ensure excellence in service delivery. In partnership with the Senior Event and Production Manager, this role develops and implements relevant training programs and materials for event staff and assists with recruitment and training.

This position is expected to work flexible shifts, potentially outside of normal business hours, based on event demand, to ensure events are supported and executed appropriately.

George Mason University seeks a highly strategic and service-oriented Senior Event and Client Experience Manager to lead executive, academic, governmental, and industry conferences and events at Mason Square. Reporting to the Director of Administration and Operations, this position serves as the senior leader responsible for oversight of the event management pipeline, executive client experience, operational standards, and scalable service delivery across a growing portfolio of high-profile conferences, convenings, and campus engagements.

This role establishes and operationalizes event management standards, client service frameworks, service packages, workflow practices, performance measures, forecasting tools, and staffing models that support both operational excellence and long‑term growth. The position partners closely with executive leadership, academic units, government agencies, and external stakeholders to position Mason Square as a premier destination for executive industry and academic conferences, innovation, and regional engagement.

The Senior Event and Client Experience Manager will also lead modernization efforts through reporting, automation, AI-enabled workflows, and operational analytics that improve service delivery, increase efficiency, and inform strategic decision‑making.

Responsibilities

• Provides strategic leadership and operational oversight for executive-level conferences, academic convenings, industry partnerships, presidential engagements, and institutional events;
• Leads development and implementation of event management standards, operating procedures, communication protocols, and service expectations;
• Serves as a leader for the event management pipeline to ensure consistent client experience, accountability, transparency, and operational execution;
• Establishes performance metrics and service benchmarks related to responsiveness, client satisfaction, operational effectiveness, revenue generation, and staff performance;
• Serves as senior advisor to clients and campus partners regarding event strategy, feasibility, logistics, scheduling, and execution;
• Leads post-event evaluation and continuous improvement initiatives informed by operational analytics and client feedback;
• Serves as the escalation point for complex client issues, operational challenges, and high‑profile engagements;
• Partners with university stakeholders and external vendors to deliver seamless event experiences; and
• Develops executive briefings, readiness protocols, and run‑of‑show standards to ensure consistent delivery.

Service Strategy, Analytics & Revenue Growth

• Leads development and refinement of tiered event management service offerings aligned with client needs, operational capacity, and institutional priorities;
• Partners with the Director to design and market service packages and recharge methodologies, staffing assumptions, pricing models, and cost recovery strategies;
• Establishes annual revenue goals and identifies opportunities for expanded service offerings and premium support models;
• Develops forecasting tools and reporting frameworks that measure event complexity, staffing demand, service utilization, and operational performance;
• Manages dashboards and performance reporting to support staffing decisions, resource allocation, budgeting, and long‑range planning;
• Partners with marketing and communications teams to develop and execute strategies that increase awareness, promote campus venues and services, and support client acquisition, engagement, and retention;
• Leads the development and integration of AI‑assisted reporting, workflow automation, and operational modernization initiatives; and
• Partners with university stakeholders to establish, implement, and continuously improve operational standards, service models, and best practices that enhance consistency, efficiency, and the overall client experience.

Operational Leadership & Team Development

• Provides leadership and performance oversight for professional and part‑time event management staff;
• Establishes training, onboarding, and operational playbooks to support scalable and consistent service delivery;
• Fosters a culture of accountability, innovation, collaboration, and continuous improvement;
• Develops staffing recommendations aligned with service demand and organizational priorities; and
• Provides proactive coaching, mentorship, and performance management to foster accountability, address performance concerns, and drive continuous improvement.

Required Qualifications

• Bachelor’s degree in Business Administration, Communications, Hospitality, Event Management, or related field (or equivalent experience);
• Progressively responsible experience (typically 7–10+ years) in executive event management, conference operations, public relations, higher education events, or large‑scale venue operations;
• Demonstrated experience managing executive‑level, academic, governmental, or industry conferences;
• Experience supervising staff and leading complex operational workflows in a fast‑paced environment;
• Strong experience in staffing strategy and operational planning;
• Experience with enterprise event systems (25Live, Cvent, Social Tables, or similar platform);
• Strong analytical, communication, and executive stakeholder management skills; and
• Demonstrated success establishing service standards, KPIs, operating procedures, and client experience frameworks.

Preferred Qualifications

• Master’s degree in related field;
• Professional certifications preferred (CMP, PMP, CTS, or related);
• Experience within higher education, conference centers, executive education, innovation districts, or public‑private partnership environments;
• Experience implementing automation, AI‑enabled workflows, business intelligence tools, or operational reporting solutions;
• Experience supporting executive‑level or presidential events;
• Knowledge of university operational policies and event governance practices; and
• Project management skills, including budget oversight, facilities coordination, logistical planning, and event management.

Mason Ad Statement

George Mason University is a nationally ranked R1 research university committed to creating a more just, free, and prosperous world. With 40,000 enrolled students, George Mason is the largest and most diverse public research university in Virginia, offering degree programs at the master's, doctoral, and professional level, along with certificates and credentials.

George Mason fosters an All Together Different environment for students, faculty, and staff, driven by our core beliefs. We believe in inclusivity over exclusivity; we believe in advancing our mission by being willing to take risks, not avoiding them; and we believe our best work is possible when we apply our diversity of origin, identity, circumstance, and thought.

Equity Statement

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.

Campus Safety Information

Mason’s Annual Security and Fire Safety Report is available at http://police.gmu.edu/annual-security-report/