Director of Registration Services

CONFERENCE DIRECT LLC
Published
February 13, 2020
Location
Charlotte, NC
Job Type
 

Description

Description:

About ConferenceDirect
Headquartered in Los Angeles, California, ConferenceDirect is one of the worlds leading event management and hospitality services firms. We help clients save time and money by securing the best hotel accommodations, meeting space, conference venues, and hospitality services available at the most favorable terms possible. We are passionate about achieving better results for our clients and living our core values:

Dedication
Integrity
Relationship-Driven
Expertise
Collaboration
Transparency

Job Details

Title: Director, Registration Services
Department: Housing & Registration, Charlotte NC
Direct Report: Senior Director, Housing, Registration & Event Technology
FLSA Classification: Exempt
Work Hours: Full-Time. 8:30am - 5:30:pm. Monday through Friday with occasional evening and weekend work required.
Travel: Travel possible with onsite assignments, approximately 10 - 20%.
Summary: The Director, Registration Services is the leader of the Registration line of business overseeing all aspects of operations and day to day responsibilities. This individual is tasked with overseeing the deployment, implementation, servicing and profitability of Registration Services and fostering the development of Registration personnel. The Director will also assist in the sales and RFP proposal phase - assisting sales staff in understanding scope, project feasibility and costs.

Job Responsibilities

  • Oversee & manage the day to day functions of the ConferenceDirects Registration Services
  • Ensure that all aspects of Registration Services are working together to fulfill all contractual obligations and attain department profitability goals.
  • Partner with the other lines of business in the Housing & Registration department (Housing, Event Technology, Finance/Administration, Sales and Contact Center) to ensure consistency in communication and problem resolution across the division.
  • Responsible for customer retention of assigned accounts. 95% of clients on a recurring annual basis.
  • Overall responsibility for the deployment, implementation & management of services provided by the Registration Team.
    • Managing teams to ensure registration services are defined, communicated and successfully implemented.
    • Planning & fulfillment of onsite Registration including computer terminals, badge production, and temp training.
    • Identify areas of critical need and provide solutions
    • Give feedback/updates as needed
    • Responsible for account allocation across all service teams
    • Monitor time spent on accounts to maximize efficiency and profitability
  • Utilizing systems to manage and report on contractual service levels for assigned services. Areas of focus:
    • Implementation Timelines
    • Customer Response Time
    • Customer & Financial Reporting
    • Customer Invoicing
    • Accounts Receivable - Event Specific
    • Customer Surveys
  • Function as primary escalation point for customers, associates & team issues. Escalating issues and proactively providing recommendations for corrective action to management as appropriate.
    • Handles client & team escalations
    • Troubleshoot issues
    • Identify trends
  • Leading and accomplishing human resource objectives as they relate to:
    • Recruiting, orienting, training, coaching, counseling, and disciplining employees
    • Communicating job expectations
    • Planning, monitoring, appraising, and reviewing job contributions
    • Planning and reviewing compensation actions, including implementing incentives
    • Enforcing policies and procedures
  • Manage the relationships with strategic technology partners / vendors associated with the assigned Services
    • Make proactive technology recommendations
    • Responsible for troubleshooting and managing any challenges with our service providers
  • Responsible for the delivery of weekly, monthly, quarterly, and annual activity reports to be provided to the Senior Director of Housing, Housing & Event Technology
  • Provide strategic recommendations into enhancements in operational processes to increase efficiency and improve service.
  • Assist in identifying new areas of business opportunity
  • Function as product expert / service expert with sales presentations on a limited basis

Competencies

  • Event Planning & Management
  • Event & Meeting Registration
  • Onsite Check-in & Badge Printing
  • Lead Retrieval and Attendance Tracking
  • Problem Solving/Analysis
  • Leadership
  • Customer Focus
  • Technical Capacity
  • Communication Proficiency

PM19

Supervisory Responsibility
This position supervises all personnel in the Registration department including Registration Coordinators, Registration Project Leads, Registration Supervisor and Registration Operations Manager.

Work Environment/Physical Demands

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to grasp, handle or feel; and reach with hands and arms.

Disclaimer

This description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This description does not create an employment contract, implied or otherwise, other than an at will relationship.

Equal Employment Opportunity & Americans with Disabilities Act

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, age, ancestry, physical or mental disability, genetic information, marital status or any other classification protected by applicable local, state or federal laws.

The Company expects all employees to support our equal employment opportunity policy, and to take all steps necessary to maintain a workplace free from unlawful discrimination and harassment and to accommodate others in line with this policy to the fullest extent required by law. Moreover, in compliance with the Americans with Disabilities Act (ADA), the Company engages in an interactive process to establish reasonable accommodations to qualified individuals with disabilities as required by law.
. Requirements:

Required Education and Experience

  • Bachelors degree in a related field or equivalent practical experience
  • Minimum 5 years experience in Registration, 7 years experience preferred
  • Previous experience and demonstrated success managing multiple projects at one time
  • Ability to communicate professionally and effectively in-person, via email and over the phone
  • Strong organizational and time management skills
  • Ability to remain organized and clearly communicate in a fast-paced environment
  • Ability to break down complex projects and initiatives into attainable project tasks using critical thinking and problem solving skills
  • Ability to work across organizations and lines of business
  • Willingness to participate in departmental projects
  • Ability to communicate in a remote working environment

PI118006870

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