Senior Delegate Manager

Reports to Event Director

Guest Experience Department

Salary range is £45,000 – £52,000

Experience level is mid-management

Working pattern is 35 hours across Monday to Friday

Permanent role

Hybrid working (3 days office-based in Clapham Junction)

National or International travel may be expected

Who We Are

brand brewery is an integrated, brand experience agency.

Through our creative and strategic expertise and by working with a strong network of partners and affiliates, we are able to offer solutions for clients with budgets often in excess of £2 million.

Our ability to scale our offering while retaining a personal relationship with our clients is beneficial for both parties and is key to our success. Our aim as an agency is always to go above and beyond whilst exceeding expectations.

Our expertise and projects range from global employee engagement campaigns/worldwide conferences to sports sponsorship campaigns in the UK and from marketing collateral design projects to photography/film shoots.

Over the past few years, brand brewery has successfully developed a strong digital offering enabling our clients to deliver both virtual and hybrid events in response to the ever-changing challenges the economy has brought.

Our Purpose

Delivering beyond the expected.

Our Values

Add Value

Be Connected

Take Ownership

Who You Are

The Senior Guest Experience Manager role will require leadership, forward-thinking, and meticulous attention to detail.

We are looking for someone who is excited to expand their already solid career in the ‘people’ side of event management. Armed with a strong knowledge of delegate management, analytical mindset and excellent interpersonal/client service skills, they will go above and beyond to ensure the Guest Experience Team continually deliver successful projects of the highest standard.

The Role

The Guest Experience Department at bb exists to co-ordinate and lead event delegate management - registration, communication and logistics - from conception through to delivery.

The purpose of this role is to provide essential delegate management across the end-to-end delivery of events and the continuous development of the Guest Experience Team along a trajectory of people, project, and business growth.

The Responsibilities

Successfully execute projects; lead the ongoing management of the delegate experience and registration process for events, both live and virtual, retaining overall accountability for their delivery

Create and implement delegate management strategy for projects by successfully interpreting their scope, and set the parameters of project timelines and deadlines accordingly

Act as first point of contact and hub of delegate management knowledge for the full bb Guest Experience client base, actively fostering positive client relationships and providing solutions where needed

Build and implement registration websites and forms on the bb Registration Management CMS Platform in-line with project requirements

Regularly manage complex ‘big’ data using MS Excel, in the form of client-facing registration status reports, rooming lists, transfer manifests

Attend and actively lead delegate management elements of internal project team meetings and external client calls/meetings, ensuring important information is disseminated and supplied to the right people

Create and present delegate management PowerPoint presentations and proposals to clients; consistently strive to generate solutions and fresh ideas to drive projects forward

Travel on-site to deliver live events; manage the registration desk, liaise with hotel and transfer contacts, troubleshoot delegate management related items, and actively support the overall project team to ensure the event runs smoothly

Skills and Experience

Skills

Detailed-oriented and analytical, always seeking to maintain the highest quality standards of all work undertaken

At ease with customer/client relationship management; the ability to communicate confidently and effectively with both internal and external stakeholders via a range of mediums

Solution-minded, with a strong ability to keep level-headed and agile under pressure

Possess a flexible approach both to the type of work undertaken and working hours as required to meet to objectives and client needs (with some contact needed out of office hours)

Tools

C Event experience, preferable

Advanced knowledge of MS Office, particularly Excel and PowerPoint, essential

Knowledge of GDPR and data protection, essential

Knowledge of operating Event Registration Management Platforms, CMS/CRM systems and databases, essential

Esstential Knowledge

Minimum four years’ experience in delegate management and/or a strong customer service background

Working CMS Knowledge

Experience of working within a fast-paced creative agency, esstential

Aptitude to handle ‘big’ data and complex analytics/reporting

Strong client-facing background

What We Offer

When you join BB, you can expect to enjoy being part of a small agile business which allows decisions to be made quickly and extensive opportunity for growth and development.

We also offer the following benefits:

Holiday starting at 22 days (plus Bank Holidays) increasing each year

A day off for your birthday

Access to Health Assured EAP

Employer pension contribution, 5% based on you making a personal contribution of 5%

4 week sabbatical after 5 years’ service

Private Medical Insurance after 2 years’ service

Core hours

Hybrid working

Enhanced pay for emergency dependency leave and Maternity

A Training & Development Fund

Cycle to Work Scheme

Subsidised eye tests

Season Ticket Loan

Dog Friendly office

Inclusion & Diversity

We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are. We provide equality of opportunity to enable everyone to fulfil their potential.