Manager Client Experience - State National

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Responsible for strategy development and overseeing the execution of client events end-to-end via a team of Client Experience Coordinators. These events are critical in promoting and elevating the State National brand. Owns individual project plans from strategic planning to post event follow up with a focus on delivering a premium client experience, strengthening client relationships and maximizing ROI.

Essential Functions:

• Manage the day-to-day tasks of program planning and execution for team of Client Experience Coordinators
• Assume ownership in leading the planning and execution of company events, at any scale
• Work with internal stakeholders to set objectives and communicate those objectives, expectations and responsibilities to stakeholders and vendors.  Ensure every aspect of the event is aligned with the client’s overall event objective
• Act as a trusted advisor and strategic guide to internal stakeholders. Work closely with stakeholders as the Subject Matter Expert focused on providing strategic suggestions to deliver a premium client experience
• Create, manage, and own project plans plan/timeline. Drive internal team deliverables to meet milestones
• Identify and champion initiatives to deliver improved metrics, increase ROI, improve lead generation and elevate the client experience
• Conduct individual event meetings with stakeholders for strategy, discovery, status and wrap-up calls; create agenda, track action items and follow up as directed
• Oversee all client event communication including writing copy for emails and collateral pieces
• Manage annual event calendar; collaborate with Regional Directors to create
• Partner with stakeholders to source promotional campaign gift items
• Manage departmental and individual event budgets including expense planning, monitoring expenditures, variance reconciliation and researching anomalies
• Oversee the production of and act as a resource for the production of all client-facing custom program materials including Impact Reports, Job Aids and Claims Manuals
• Revise client materials as new technology and/or processes are deployed
• Manage document delivery compliance for audit controls
• Proactively bring new ideas, improved processes and streamlined operations focused on enhancing the premium client experience. As needed, submit SDRs and collaborate with IT on testing and deployment
• Work closely with team as a Subject Matter Expert bringing leadership, guidance and mentoring via performance reviews, periodic check ins, professional development and coaching
• Establish and monitor production performance standards and provide feedback to maximize performance and reward/acknowledge outstanding performance
• Provide ad-hoc reporting as directed via CRM queries and other databases

Knowledge/Skills/Abilities:

• Possess advanced knowledge of Microsoft Word and Excel; working knowledge other Microsoft Office products – Visio, PowerPoint, Access
• Possess working knowledge of Adobe InDesign and Illustrator
• Working knowledge of customer relationship management software
• Strong customer service skills; a genuine sense of hospitality with a commitment to delivering a premium client experience and operational excellence
• Strong communication skills - excellent listening, written and oral communication with the ability to connect to diverse audiences
• Strong organizational and time management skills; ability to troubleshoot issues, prioritize tasks and juggle conflicting priorities with minimal supervision at a fast pace
• Proven track record of successful event planning/project management
• Experience working with cross-functional teams including stakeholders, project and marketing teams
• Strong critical thinking skills; able to overcome ambiguity
• Self-confident and self-motivated
• Adept in budget management, negotiation and vendor management 
• Human Resources experience;  hiring, training, coaching and developing employees
• Discreet, ethical and committed to maintaining a high degree of confidentiality

Experience/Education:

• High School Diploma
• College degree preferred (Marketing or Hospitality focus a plus)
• 5+ years experience in supervision and personnel management

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