The Customer Meeting Services Associate manages the delivery of events, and acts as a consultant to Brand Managers to help build meeting strategies. This includes:
Delivering positive customer experience through different touch points & interactions whilst ensuring the right compliance & OPEX governance needed for the marketing department is in place.
On-site inspection of the events organized & ensuring the smooth flow of all customer interactions.
Utilization of market knowledge and external contacts to influence the business.
Acting as Compliance gate-keeper for the complete meeting set up process and ensuring that all needed documentation is kept according to E&C rules and company SOPs.
Use of preferred vendors, participating in sourcing appropriate vendors, and ensuring that internal and external relationships are optimized.
Key Responsibilities
Vendor Management:
Meeting with travel agencies, briefing on event requirements, getting proposals, evaluating the proposals, negotiating and influencing the final vendor / proposal decision (with procurement & business owner).
Lead the vendor selection process together with the Procurement department/business owner.
Work with finance to manage & settle pending payments/open POs for all vendors.
Evaluating the performances of the current approved vendor agencies during the events and ensuring the timely feedback is shared internally & externally with concerned parties (vendors & procurement/finance).
Project/Event Management:
Coordinate and manage Travel and meeting agencies to ensure smooth working throughout the complete process.
Handling and preparation of all events logistical arrangements related to external marketing communications (examples, but not limited to, Speaker Tours, Stand Alone meetings, Congresses, P2Ps, etc.) and cycle meetings.
Execution and finalization of event logistics (examples, but not limited to, flights, hotel accommodations, visas, transportation, meeting/conference rooms, meals, airport pickup, necessary approvals…..etc
Coordinate, manage and follow up with internal relevant parties on event participation management.(Document collection and check appropriateness, venue management, guarantee numbers, announcing deadlines, pre-event site inspection
Regularly attend Brand Team meetings on planning & executing of congress and meetings to review timing, budget, venue, approval etc.
Ensure the timely institutional notification process is completed for planned the Company’s sponsored activities.
On-site inspection of the events organized, acting as point of contact on trouble management, able to solve problems that occur during events.
Customer Experience Management:
Ensure delivering positive customer experience through securing all required logistics early enough before the event & also supporting all other requests through all the event touchpoints (for example, confirming all booking & reservation, sending tickets on time,..)
Onsite support & ensuring the seamless flow of all interactions/touchpoints.
Processing HCP/HCO payments on time & provide sales/marketing teams with proof of payments for each transaction.
SAP Expertise:
Manage SAP system by raising shopping carts and Purchase Orders (POs), collecting/receiving quotations, ensuring ATS & ATC approvals are secured, getting a copy of the PO & sending it to the vendor to confirm the service.
Checking POS status on SAP & managing any kind of PO changing through contacting PPA/HP team for different purposes.
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