M&E Team Leader

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The M&E Team leader advises and coaches the activities of assigned personnel to ensure all customer service levels and results pertaining to accounts assigned are achieved. Leading all aspects of sourcing and planning of SMM (Strategic Meetings Management) programs, providing client and team support and training, and leading special projects. Oversees a team of dedicated, variable, exempt and non-exempt team members who support proposal development, sourcing, contracting, planning and budget development for assigned programs.

What You Will Do:

People Management

• Ensures team members are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, administration and maintaining compliance
• Coaches and develops team members by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis to provide a consistent environment for collaboration and coaching.
• Encourage the sharing of industry trends, ideas, special educational opportunities, and standard processes.
• Leads weekly team meetings with team to discuss volume, efficiency, customer results, process, and service levels.
• Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets.
• Act as subject matter authority (SME) to ensure consistency and training for all, using standard process approach, experience and knowledge.

Relationship Management

• Participates in client meetings and presentations to explain operational processes, review contractual statistics and workload, and resolve challenges.
• Resolves customer inquiries which have been raised, and coaches team members to research and resolve customer inquiries.
• Communicate leads and assist with costing, proposals, letters of agreement, and results on renewal business for the account, i.e. destination expertise and budget development.
• Develops strategic partnerships with multiple contacts within clients.
• Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client happiness.

Financial Management

• Strategize with manager to analyse, forecast, implement, and lead financial and operational measures to supervise results and ensure operational profitability. Holds self and others accountable for business results.
• Handles Client Financial Services Settlement Statement in conjunction with Operations Manager.
• Supervises documentation of negotiated savings by client. Reviews contracts to ensure terms and conditions are accurate and legally protective of both American Express GBT and client, including attrition dates, cancellation policies and addendum usage.

Process Management

• Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements.
• Ensures that customer happiness via client survey and Benchmarks results are analysed and communicated for the purpose of developing team members and ensuring and improving client happiness.
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
• Outlines strategy and communication plan for assigned group.
• Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.

What We’re Looking For:

• 5+ years of experience in leadership of event or meeting management teams or equivalent.
• Shown people leadership skill and impact of large teams.
• Knowledge of Event-by-Event meeting sourcing and or planning as required by account portfolio.
• Strong ability to interact with client contacts at a meeting level and key contact level, when needed.
• Program management system and meetings industry technology experience preferred.
• Prior successful experience in developing and maintaining key client and supplier relationships.
• Prior experience in effectively handle multiple projects/demands.
• Solid understanding business financials, contracts and service levels
• College degree preferred.
• Flexibility to travel onsite when needed.
• Must be able to work east coast hours to align with partners

Location

United States

The US national annual base salary range for this position is from $50,000 to $100,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!