Account & Operations Manager

About Us:

At BCD Meetings & Events (BCD M&E), we provide more than meeting and event planning services: we create connections that inspire, motivate and change behavior for our customers. As the world’s most trusted and innovative meetings and events agency, BCD M&E cultivates a culture of people, passion and purpose to drive business forward. 

Headquartered in Chicago, with locations in 50+ countries across the world, BCD M&E’s team of 1,800+ people are committed to sustainability and driving success for our customers, our business and ourselves. Our values are at the heart of everything we do, and we look for people that want to be a part of something special, can rise to our standards and love to bring their unique perspective to the table.

While we can’t guarantee every day will be the best (who can?), we can promise a community of people who genuinely care and lead with empathy, a flexible workplace with awesome perks and challenging work that means something. 

See what life is about at BCD M&E at bcdme.com/careers

About the role:

We are seeking a Global Account & Operations Manager to join our dynamic team. This role provides appropriate global coverage to ensure quality and consistent delivery across all regions, service level monitoring, staff management/retention, SOP adherence and operations optimization, SLA fulfillment, and any program resolution or root cause analysis.

As the Global Account & Operations Manager, you will:

• Work with the client to develop business objectives for the meetings program. Develop a strategic business plan to achieve objectives, focusing on both the client and BCD M&E program objectives. Track and report progress to goals.
• Serve as primary point of authority on the terms and deliverables of the overall MSA between BCD M&E and the client organization. Responsible for contract negotiation, management, and understanding the terms of the contract(s) to ensure that contractual commitments are continually met. Monitor results on a global basis and collaborate toward overall global agreements.
• Responsible for global coverage to ensure quality delivery, service level monitoring, staff management, and any program resolution or root cause analysis.
• Support documentation of all key processes in a standard operating procedure “SOP”.
• Work with client to set workload metrics for functional roles and review as required.
• Plan and execute bi-annual strategic account reviews, or quarterly as needed.  Drive development, content, and quality of review prior to the meeting.
• Lead and manage direct reports with a focus on team connectivity and collaboration, personal development, and performance excellence.

You’re good at:

• Strategic industry expertise.
• Adept at organization and time management.
• Solution design and risk mitigation.

You should know:

• This role is hybrid/virtual and operates in the Eastern time zone.
• Ability to commute to client office in White Plains, NY is preferred.
• Up to 15% domestic/international travel may be required.

THE PERKS

Flexible Working
We believe that a flexible working environment is key to getting the best out of our teams. We will support you to work where you need to and when you need to, depending on how you work best.

Room to Grow
Our line of work and business structure challenge our people in a way that inspires growth, with learning and development built into every role. We give individuals ownership over the direction and speed in which they grow.

Everyone has a voice
We thrive on conversations that spark curiosity and empathy. No matter how big or how small, every voice is heard, considered and respected.

Make your move
The diversity of roles across BCD M&E’s global locations means that our people often find new adventures during their time with us. Join us as a meeting planner role in the UK, stay for a global marketing career — there’s always room to move.

We’ve got you covered
Our extensive benefits include comprehensive healthcare, retirement plans, continued education support, diverse work locations, travel and hotel discounts, volunteer and sustainability opportunities and a successful employee recognition program.

We’re positive. You’ll love it.
It starts from the top. Our leaders lead with positivity, believe in our people and trust us to do the right thing. There will always be support along your journey, in little and big ways.
 

We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Account & Operations Manager  is between $75,000 - $120,000 The actual pay depends on your skills, qualifications, experience, geographical location, and project budget.

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