Job Description

Position Overview The Sr. Director will work in conjunction with the Director, Meetings and Events to help manage clients, the team and our suppliers. Responsibilities 1. Primary duties and responsibilities: The Sr. Director, M & E Department, is accountable for working with the Director Meeting & Events as follows:

• Ensuring operational processes and procedures deliver a very high standard of excellence,
• Assisting in distributing projects,
• Responsible to inform the ticketing agents, the Account Manager, as well as the Operations Management Team of any changes in procedures,
• Conduct performance follow- ups and assist in annual evaluations,
• Assisting the Director as well as HR in recruitment and selection of staff as required.
• Liaison with other departments as required, i.e. I.T., Leisure, Corporate and Accounting,
• Deliver service excellence to both internal and external customers,
• Tracks/measures service levels and measures customer satisfaction levels,
• Works in partnership with the Director to support client reporting, (post mortem, and follow-ups and operational reporting),
• Schedule ad-hoc meetings with other departments as required,
• Assist Project Leaders with Quality Control metrics of the department, including budgets contracts and recons,

2. Service Excellence

• 
  Be the customer advocate – 100% customer satisfaction at all times,
• Offer the best personalized service to the customers,
• Respect call back standards (call back within half an hour of receipt of call),
• Offer the appropriate products and services to potential and existing clients,
• Respect client travel policies and personal profiles at all times,
• Follow company’s standard on service excellence (see document),
• Professional conduct with customers at all time,
• Assist in cooperation with the VP that all personnel from Meetings & Events respect the above mentioned service guidelines.

3. Project Management:
Responsible to assist the Director in managing the Project Leaders & Coordinators by:

• 
  Full training on procedures,
• Motivation of team members,
• Follow-up on performance,
• Constant communication,,
• Group meetings
• Answer all questions, constant support & follow-up on all projects,
• Continuous improvement / work efficiency on procedures & SOP’s.

Assist the Director in ensuring that the Project Leaders job descriptions are respected, and their individual tasks are performed as required. These include:

• 
  Set priorities in order of importance,
• Foster and maintain excellent relationships with clients,
• Work and communicate regularly with higher management in other departments,
• Ensure sharing of information between members of group,
• On site work and travel, as required,
• Site inspections, as required,
• Ensure that all the steps in the project management process are completed efficiently,
• Demonstrate creativity and originality for programs and proposals,
• Negotiate effectively with suppliers,
• Budget proposals are detailed and thorough,
• Acceptance of contracts with suppliers and clients after careful review,
• Planning and logistics,
• Reconciliation are error free and post mortems are carried out as required.

4. Relationship with Suppliers

• Find the best suppliers to propose to Project Leaders & Coordinators,
• Establish and maintain excellent relationships with all suppliers related to the industry such as hotels, transfer companies, venues, audio-visual, décor company and any other suppliers involved in a project,
• Keep suppliers informed of customer feedback, both positive and negative
• Post mortem results are shared and survey results

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer.
About Direct Travel
Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees. Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our clients and deliver innovative solutions. Direct Travel is one of the most respected Travel Management Companies in the industry providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service to every client.
Additionally, Direct Travel offers full-service performance improvement solutions, including meeting and event management, group incentive travel and individual recognition solutions through its wholly-owned subsidiary Creative Group, Inc. An industry leader, Creative Group has been honored with the CMI 25 Award, which recognizes the top 25 most influential meeting and incentive management companies in the US each year since the award’s inception in 2007. The company is headquartered in Schaumburg, Illinois and maintains offices in Detroit, Appleton, San Francisco and Toronto. For more information about Creative Group, please visit www.creativegroupinc.com.
Together we will help our clients Navigate Their Way and Create Truly Moving Experiences. For more information, visit www.dt.com. Follow us on Twitter, YouTube and LinkedIn.