Program Manager

Position Summary: 

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. 

High Payoff Activities (HPAs) include the following: 

Essential Functions: 

Client: 

• 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 

Program Operations: 

• Collaborates with appropriate team members in internal kick-off, following program turnover from pre-sales to operations 

• 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 

Financial Management and Insights: 

• 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 

Leadership: 

• Be a sought-after partner, by building 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 

Perform other duties as assigned. 

Minimum Requirements/Qualifications: 

• Bachelor's Degree in Business, Hospitality, Event Planning or a combination of education and work and experience is required 

• Minimum of 4 years of experience in the Hospitality and/or group/individual performance industry, with at least 3 years of meeting planning experience 

• Proficiency in Microsoft Word, Excel, and PowerPoint 

• Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools 

• Certification in Meeting Planner (CMP) is a plus 

• Ability to travel to other countries and meet entry requirements 

Non-negotiable Hiring Criteria: 

• 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 

Working Conditions: 

• Ability and willingness to work extended workdays 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.