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Director, Client Experience and Hotel Relations

2 months ago

Washington, United States MCI Group Full time
Job Title: Director, Client Experience and Hotel Relations

About the Role:

MCI Group is seeking a highly skilled and experienced Director, Client Experience and Hotel Relations to join our team. As a key member of our Convention Division, you will be responsible for establishing and maintaining strong client relationships for assigned clients and hotel partners.

Key Responsibilities:

  • Client Management: Spearhead the holistic management of a designated portfolio of clients, ensuring their needs and expectations are met and exceeded through proactive engagement and strategic initiatives.
  • Onboarding Coordination: Facilitate seamless onboarding experiences for newly acquired clients, orchestrating comprehensive meetings to familiarize them with our services, processes, and team dynamics.
  • Strategic Objective Establishment: Collaborate closely with assigned clients to identify, define, and prioritize their business objectives, aligning our services and solutions to their overarching goals for maximum impact and mutual success.
  • Initiative Leadership: Drive forward-thinking strategic initiatives within assigned client accounts, leveraging industry insights, market trends, and innovative approaches to unlock new opportunities and address evolving challenges effectively.
  • Product Demonstrations: Conduct engaging and informative demonstrations of our products and services to clients, showcasing their value propositions and functionalities tailored to their specific needs and pain points.
  • Client Meeting Leadership: Take the helm in orchestrating and facilitating high-level meetings with assigned clients, fostering open communication, aligning expectations, and steering discussions towards actionable outcomes and mutual growth.
  • Upselling and Renewals: Proactively identify upselling opportunities and present additional products and services to assigned clients, leveraging a deep understanding of their evolving needs and pain points to drive incremental revenue and ensure contract renewals.
  • Contract Renewal Management: Oversee the seamless renewal process of contracts with assigned clients, engaging in negotiation where necessary, and ensuring terms and conditions are mutually beneficial and reflective of the evolving partnership.
  • Client-Operations Liaison: Serve as the primary point of contact and liaison between assigned clients and our convention operations teams, ensuring smooth communication, efficient coordination, and timely resolution of any issues or concerns.
  • Service Plan Development: Develop customized service plans for assigned clients, outlining clear objectives, deliverables, timelines, and performance metrics to guide collaborative efforts and ensure alignment with overarching business objectives.
  • Travel and Event Engagement: Travel to attend assigned client meetings and events, fostering strong client relationships through face-to-face interactions, and gaining valuable insights into their operations, challenges, and opportunities.
  • Hotel Contracting: Oversee the contracting department and ensure that it continues to provide value to our clients. Ensure the department is staffed according to workload, work is distributed properly and completed on time, contracts are executed with favorable terms to MCI Group and MCI Group clients.
  • Sourcing: Oversee the sourcing department and ensure that it continues to provide value to our clients. Ensure the department is staffed according to workload, work is distributed properly and completed on time, and the work generates an acceptable margin.
  • Hotel Relationships: Oversee and manage the relationship between US hotel brand GSOs and MCI Group. Attend hotel events, develop relationships with GSOs, problem solve with the GSOs, and staying current with the latest hotel products and trends.
  • Ad Hoc Responsibilities: Undertake any additional duties or special projects as assigned, demonstrating adaptability, flexibility, and a proactive approach to supporting the broader goals and objectives of the company.

Requirements:

  • Education: Bachelor's degree or equivalent experience required.
  • Experience: 5+ years' experience in a business development, account management or client relations required.
  • Hotel Sourcing/Contracting Experience: Preferred.
  • Experience Managing a Diverse Portfolio of Event-Related Clients: Preferred.
  • Knowledge of Registration/Convention Industry: Preferred.
  • Communication Skills: Expert written and verbal communication skills with the ability to actively listen and build rapport with clients through clear, concise, empathetic communication.
  • Relationship Building: Proficiency in fostering positive relationships, managing conflicts diplomatically, and collaborating with diverse stakeholders to achieve mutual goals.
  • Organizational Skills: Multi-task oriented with strong organizational skills handling multiple clients, projects and priorities.
  • Problem-Solving: Skill in identifying, analyzing, and resolving client issues and concerns promptly and creatively, demonstrating resourcefulness and a proactive approach to problem-solving.
  • Business Acumen: Strong business acumen with an understanding of clients' industries, markets, and competitive landscapes, coupled with the ability to align solutions and services with clients' business objectives and market trends.
  • Adaptability: Ability to navigate change, uncertainty, and evolving client requirements with agility, resilience, and a willingness to adjust strategies and approaches accordingly.
  • Client Advocacy: Dedication to advocating for clients' interests and needs within the organization, serving as their trusted advisor and champion to ensure their satisfaction and loyalty.
  • Travel: Moderate travel (20%-25%).
  • Physical Demands: Lifting, carrying up 50lbs. Standing for extended hours without breaks.

Professional and Leadership Competencies:

  • Trade Show Knowledge:
  • Show Organizer Knowledge:
  • Registration and Housing Knowledge:
  • Teamwork and Coordination: Ability to work with a team and coordinate desired outcomes.

Technical Skills:

  • Microsoft Office: Proficient in Microsoft Office.
  • ChatGPT Prompts: Proficient with ChatGPT prompts.
  • Cvent Platform: Proficient in the Cvent Platform or commitment to becoming Cvent Certified.
  • CRM Software: Familiarity with relevant CRM software, communication tools, and digital platforms to efficiently manage client relationships, streamline processes, and enhance communication and collaboration.

Expected Trainings to be Attended:

  • Cvent Certifications: Cvent certifications in registration and housing.

About MCI Group:

MCI Group is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

  • PTO:
  • Company Holidays: 13 paid Company Holidays, including closure Christmas Eve - New Year's Day
  • 401K:
  • Medical, Dental, Vision and Supplementary Insurances:
  • Group Life Insurance: Employer-paid Group Life Insurance, Short-Term and Long-Term Disability
  • Family Building Benefit: Employer-paid Family Building Benefit (fertility, adoption, & surrogacy)
  • Pet Discount Program: