Location: Chicago, IL, United States

The Events Management Manager oversees the coordination of logistics for meetings and events in the firm's Client Center. This role includes managing conference center planners to ensure service excellence and operational effectiveness, while maintaining global standards. This manager will collaborate with partners in Technology as well as the broader Regional Management team to deliver an outstanding user experience. Key responsibilities include reporting, maximizing space utilization, handling escalations and last-minute requests, and contributing to special projects on both global and regional levels. Strong people management skills and a focus on driving business excellence are essential.

 

As an Events Management Manager, you will lead the seamless coordination of meetings and events within the firm’s prestigious Client Center, setting the standard for service excellence and operational efficiency. You’ll inspire and guide a team of conference center planners, ensuring every event reflects our global standards and delivers an exceptional user experience. Collaborating closely with Technology partners and the Regional Management team, you’ll drive innovative solutions that maximize space utilization and elevate every client interaction. Your expertise will shine as you manage reporting, handle escalations and last-minute requests with agility, and contribute to impactful special projects on both global and regional scales. This is a dynamic leadership opportunity for someone with outstanding people management skills and a passion for driving business excellence in a fast-paced, client-focused environment.

Job Responsibilities 

• Lead and oversee a team of conference center planners, ensuring they are effectively coordinating and executing meetings and events. Provide guidance, support, and mentorship to enhance team performance and cohesion
• Address and resolve daily challenges presented by the team, fostering a collaborative environment that encourages problem-solving and innovation. Assist in driving solutions that align with organizational goals and client expectations
• Engage with various levels of senior management and line of business (LOB) representatives to deliver outstanding service and ensure a first-class experience for all stakeholders. Build and maintain strong relationships to facilitate effective communication and collaboration
• Collaborate closely with the in-house catering, technology, and operations teams to ensure seamless service delivery and address any logistical or technical needs that arise during events
• Analyze and optimize the management of meeting spaces to maximize utilization and efficiency. Implement strategies to ensure spaces are used effectively and meet the needs of clients and the organization
• Assign meetings and events to the conference center team based on skill level and expertise, ensuring that each event is handled by the most qualified team members to deliver exceptional results
• Conduct pre- and post-conference calls when applicable, capturing all relevant details in the Event Management System (EMS) to ensure thorough planning and follow-up, and perform essential reception desk duties, including answering telephone calls and promptly returning emails, to ensure smooth communication and client satisfaction
• Work on projects aimed at enhancing the facilities, planners, and overall client experience at the Conference/Client Centers. Identify opportunities for improvement and implement changes that elevate service quality
• Conduct mid-year and annual performance reviews for staff, providing constructive feedback and setting goals to drive professional development and team success. Identify training and development opportunities for the team, ensuring they have the skills needed to excel in their roles and meet evolving client demands.

• Maintain a strong understanding of risk and compliance requirements. Implement measures to mitigate risks and ensure compliance across all operations, and monitor and enforce compliance with established standard operating procedures to maintain a consistently high level of customer service. Regularly review and update procedures to reflect best practices and operational improvements

   

Required qualifications, capabilities and skills 

• Bachelor degree required
• Six plus years’ experience in Hospitality Industry (5-star hotels, Event Planning and Food & Beverage) with high touch customer service, demonstrating a strong foundation in customer service and organizational skills
• Understand the meeting planning process and management of the customer experience 
• Excellent interpersonal and communication skills, with the ability to engage with clients and colleagues professionally and warmly
• Ability to effectively manage guest experiences and expectations using a high level of tact and diplomacy
• Proven experience in managing and developing a team (local and remote), including conducting performance reviews and identifying training needs
• Strong experience of audio-visual systems, food and beverage/catering services. 
• Proficiency in Microsoft Office tools are essential, and experience of the EMS booking system 
• Willingness to work flexible shifts to cover conference center hours and locations

The Events Management Manager oversees the coordination of logistics for meetings and events in the firm's Client & Conference Centers.