M&E Team Leader - Pharma/Life Sciences

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 - Pharma/Life Sciences directs and coaches the activities of 8 to 14 exempt and non-exempt employees to ensure all customer service levels and deliverables pertaining to the pharmaceutical account assigned are achieved. Provides comprehensive leadership to clients, coordinates teams’ sourcing and planning tasks for assigned programs, provides client and team support, conducts team trainings, and manages special projects.

*Ideal candidate is in the Eastern Time Zone

What You Will Do:

People Management

• Builds and encourages a positive and open work environment.

• Ensure the team is trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.

• Encourage the sharing of industry trends, ideas, special educational opportunities, and best practices.

• Lead weekly team meetings with the team to discuss volume, efficiency, customer deliverables, process, and service levels.

• Serve as a mentor in the areas of forecasting, costing, and budgeting, and reviews team members' program budgets.

• Act as subject matter expert (SME) to ensure consistency and training for all, using standard process approach, experience, and knowledge

Relationship Management

• Resolve customer inquiries which have been raised.

• Resolve problems and removes obstacles through interaction with other functional departments.

• Develops strategic partnerships with multiple contacts within client and supplier organizations.

• Maintain proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.

Financial Management

• Strategize with operations leadership to analyze, forecast, implement, and run financial and operational measures to track results and ensure operational profitability. Holds self and others accountable for business results.

• Audit files of employees' events.

• Lead all aspects of documentation of negotiated savings by client.

Process Management

• Identify, develops, and ensures implementation of SOP's, standard practices and process improvements.

• Ensure that customer happiness via client survey and benchmark results are analyzed and communicated to the team for the purpose of developing direct reports and ensuring/ improving client happiness.

• Develop service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.

• Outline strategy and communication plan for team.

• Responsible for managing healthcare compliance guidelines and TOV reporting requirements.

What We’re Looking For:

• Minimum of 3-5 years’ experience in leadership of event or meeting management teams or equivalent.

• Experience in managing healthcare compliance guidelines, TOV for life sciences College degree preferred.

• Prior meeting and events leadership in Life Sciences/Pharma.

• Proven aptitude for analytical skills required.

• Proven people leadership skill and impact of large teams.

• Knowledge of meeting sourcing and planning required.

• Strong ability to interact with client contacts at a meeting level and key contact level, when needed.

• Cvent and meetings industry technology experience required.

• Understanding of and ability to effect win/win solutions.

• Prior successful experience in developing and maintaining key client and supplier relationships.

• Prior experience in effectively balancing multiple projects/demands.

• Solid understanding of business financials, contracts, and service levels.

• Ability to travel by airplane, boat, rail and/or car to domestic and international locations.

• Must be able to work e