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
Clients
Program Operations
Leadership
Consults with clients about options, guides clients to good decisions, anticipates the needs of clients, sells our value, and instills confidence while representing the Creative Group core values. Communicates client learnings to enhance current and future experiences.
Owns the overall program operations which includes logistics planning, supplier management, financial management, and overall execution.
Leads internal team to ensure quality service, streamline projects, and develop efficiencies. Builds strong relationships and be a trusted advisor, internally and externally.
Client
Essential Functions:
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
Minimum Requirements/Qualifications
Perform other duties as assigned.
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.

Work arrangement
Yes