Senior Event Manager, Guest Experience

POSITION: Senior Event Manager, Guest Experience

LOCATION: Singapore (Sydney)

TERM: Permanent

ABOUT 54 GROUP:

54 is a sports and entertainment agency operating across five regions and eight offices: United Kingdom (London, UK), Europe (Sotogrande, Spain), MENA (Riyadh, Saudi Arabia & Dubai, United Arab Emirates), APAC (Singapore & Adelaide, Australia) and USA (West Palm Beach, Florida & New York). It works with rights holders, governing bodies, household brands and major investors who share its belief in the power of sport. 54 comprises three service areas each consisting of two divisions: 1. Strategic Advisory (Consultancy and Data & Insights), 2. Asset Optimisation (Operations and Commercial), 3. Activation & Engagement (Events and Marketing). At its core, the company has an unwavering belief in embracing the opportunities offered by pushing at the edges of conventional wisdom to turn the improbable into the unignorable.

TEAM OVERVIEW:

Guest Experience is a core function of 54's fast-growing Events division, responsible for delivering many of the moving parts across our events portfolio for a range of stakeholders. Our events include LIV Golf, the International Series, Aramco Team Series and E1 Series, amongst others. Our guests comprise tournament/ event fans and spectators, players, VIPs and commercial partners, other tournament stakeholders as well as team members. We ensure a smooth and effective experience for all through guest management, logistics and the curation of event experiential elements to help drive brand fans and event commercialisation.

ROLE OVERVIEW:

Reporting to the regional Guest Experience Director, the Senior Manager Guest Experience provides leadership, coordination and guidance to a team of events staff delivering Guest Experience elements on designated events projects in the region.

The role is focused principally on the timely and effective execution of all Guest Experience deliverables to agreed standards and processes, alongside providing updates and reporting internally to the business and externally to the event client.

The desired candidate must demonstrate Senior Event Manager experience, with specialist expertise in elements of Guest Experience such as hospitality, F&B, fan experience, accommodation, transportation, VIP programs, guest management platforms and communications.

The candidate must be comfortable managing a variety of relationships and have the flexibility to travel internationally in the region. They must boast strong personal motivation and be comfortable working remotely and unsupervised, with the ability to manage multiple projects and tight deadlines. Excellent interpersonal and communication skills are essential, as are a positive and collaborative attitude.

KEY ROLES & RESPONSIBILITIES:

The Senior Manager, Guest Experience will be tasked with:

Strategy, Planning & Execution

• Lead the delivery of Guest Experience elements of events, grouped under three responsibility areas (as below), to a high standard of execution, on time and within budget
• Oversee and ensure project progress and milestone completion using designated project management tools
• Ensure adherence to contractually or otherwise required processes
• Review supplier briefs, contracts, scopes of service and price negotiation
• Management of Guest Experience budgets
• Facilitate compliance with insurance, legal and health & safety obligations
• Lead on post-event evaluation and client reports to inform future events.

Client & Partner Relationship Management

Interface with partners, agencies and suppliers as required to facilitate delivery

Provide client with event status updates or reports via email, tracker tools, meetings or presentations

Adhere to an agreed framework of communication to ensure efficiency in communication between 54 and clients/ stakeholders.

Specifically, the Guest Experience remit includes:

Hospitality, F&B and Experiential:

1. Optimisation of design and delivery of hospitality spaces and services
2. Procurement of catering suppliers and F&B concessions
3. Conceptualisation, formatting and delivery of special events including welcome parties, gala dinners, panel discussions and prizegiving ceremonies
4. Supporting F&B brand partner activation/ stock to help drive the event experience
5. Collaboration with third party agencies on fan village elements.

Accommodation & Logistics:

1. Procurement, contracting and management of hotel room blocks for various groups
2. Scheduling and delivery of transportation services including flights, airport transfers, VIP courtesy cars and team buses
3. Provision of front-of-house host/ hostess staff
4. Procurement and provision of branded team clothing
5. Accreditation
6. Event schedules
7. Printed items

Guest Management

1. Guest Management platforms, invitations, registration & communications
2. Guest journeys
3. VIP guest programs and concierge services
4. Gifting elements, prizes and trophies
5. Customer service elements to support ticketing teams
6. Pro-Am tournament special event guest list management
7. Visa support.

SALARY AND BENEFITS:

• Competitive Salary
• Annual Discretionary Company Bonus up to 8% - 3% Company & 5% Individual
• 25 days annual leave (+ public holidays), pro-rated
• Employee Assistance Program (EAP)
• Private Healthcare
• Staff clothing
• Hybrid working with a preference for 3+ days a week in the office when not travelling
• Days off in lieu of weekend days worked on events

WORKING HOURS & TRAVEL:

• Office working hours 09.00 to 17.30 weekdays with an hour for lunch. Longer working hours may be required during events
• Up to 16 weeks travel per year anticipated, covering some weekend working on events.