Scheduling jobs in CheshamCreate job alerts

The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: Program Management • Lead Planner / Meeting Owner on events or programs of significance to the customer’s business, • Create/Revise program budgets to ensure M&IW forecast is attained, • Track client and individual program budgets to ensure M&IW forecast is attained, • Meet with key stakeholders to review time spent on projects, • Running client audits with M&IW Controller, • Alert meeting owner of any anticipated account/program budget variances, • Identify financial opportunities in post program billing, • Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity, • Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes, • Responsible for document accuracy of operations team, • Responsible for final reconciliation accuracy and timeliness from planners, • Build pro-active relationships with high volume client meeting owners, • Lead various internal departments toward desired outcomes as specified in Service Level Agreement, • Plan meetings/events for the account as needed Account Management • Project Management with a consultative approach, • Responsible to implement the KPI/SLA Program for the Account, • Responsible for the strategic relationship for multiple decision makers, • Accountability for accuracy and timeliness of final reconciliation from planners, • Train planners on specific account processes, • Analyze/Improve operational systems and processes, • Develop and update all account forms and processes to meet client expectations, • Analyze/review time spent on projects vs. management fees for the account, • Qualify new meetings (as backup to the SAM), • Register new meetings into Cvent (as backup to the SAM), • Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM), • Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the SAM), • Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the SAM), • Assist accounting in follow-up on past due invoices (as backup to the SAM), • Participate in applicable company and industry activities and events Business Development Responsibilities • Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners), • Up sell additional M&IW service opportunities, • Network with decision makers/management as appropriate, • Develop and maintain strong and highly ethical customer relationships, • Gain knowledge of competitors’ strengths and weaknesses Onsite Physical Activities (Non-Essential Functions) This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Lead role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know. Physical activities include, but are not limited to the following: • Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements., • Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties., • Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member., • Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials., • Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown., • Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays., • Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers., • Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead., • Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered. What we expect: Details of these areas are shared during interviews and monthly reviews: • Cultural Excellence, • Role Expectations, • Emotional Intelligence What you will bring: • A minimum of four years of experience in the travel industry, specifically in managing meetings/events, • Knowledge of virtual and hybrid event options, • Experience with managing the lifecycle of a program, including final reconciliation, • Knowledge of Cvent preferred, • Must be able to travel 35% of the time, including Internationally, • Proximity to client headquarters office preferred, • Experience working in a virtual office environment, • Proven excellent oral and written communication skills in both internal and client-facing environments, • Demonstrated track record of successfully managing multiple projects simultaneously, • Ability to deliver creative outputs in a constricted timeline while maximizing available resources, • Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers, • Wide range of computer skills:, • Proficient in Word, Excel, and Internet/social media, • Database management programs (proficient in Lanyon and Cvent), • Outlook (email and scheduling) What we provide: • Competitive salary, • Paid holidays, • Pension Scheme, • Accrued personal time off for vacation and sick leave, • Laptop, additional monitor, and mobile phone, • Global Giveback program for volunteer service, • Remote Office / Work from home Who we are: Meetings & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with virtual, hybrid, and in‑person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil. GLOBAL HEADQUARTERS: 10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553 _ M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions.

Our people are the heart of Woodrow. As the Duty Manager, you are part of a professional, enthusiastic, and passionate team that believes in the potential of every young person who comes through the door. The Duty Manager works alongside another Duty Manager, both of whom report into the Leisure Operations Manager. This role supervises a team of Leisure Assistants/ Lifeguards; and works closely with the customer teams across the site, swimming teachers, and lifeguards to maintain ongoing service delivery expectations. The Duty Manager is responsible for supporting the smooth running of the swimming pool and delivering a high quality and safe experience for users of Leisure Centre facilities. We expect you to come with experience of having worked in a customer facing role, where you will be able to hit the ground running. Part of your role will support the management and maintenance of the pool plant. We are looking for someone enthusiastic, motivated, and customer focused. You must demonstrate a strong commitment towards ensuring excellence in customer service and enhancing customer experience. You must be ready to communicate with a diverse range of clients, including the public, children and young people, youth group leaders and teachers. What you will be doing Leisure Centre Operations • Provide outstanding customer service experiences via a welcoming frontline duty management service, dealing with account enquiries and supporting bookings., • You will work an early or late shift, on a rotational basis, to ensure lifeguard and duty manager cover is available while the Leisure Centre is open, Monday - Sunday., • Support the organisation of lifeguard training, including NPLQ renewals, competency assessments, quarterly lifeguard observations; maintaining training records as required., • Supervise the leisure retail shop, including sales, inventory control and daily reconciliation., • Cover lifeguard shifts where there are gaps to ensure ongoing operations., • Support the Operations & Duty Manager to ensure the rota is proactively staffed each week., • Ensure accurate and timely recording of staff attendance and absence data each shift., • Support new leisure staff inductions and training requirements., • Ensure your training and competence is achieved and maintained, taking responsibility for your ongoing professional development., • Support management in maintaining the safety of the leisure facilities, ensuring working best practices and compliance with legislation, and completion of KPIs by the leisure team., • Support the day-to-day management of the pool plant operation, ensuring regular maintenance tasks and KPI checks are undertaken according to schedule., • Ensure the reporting of accidents, incidents and near misses are done in a timely manner., • Ensure reporting of any hazards, damage, or maintenance issues to the Facilities team., • Actively promote London Youth's policy and procedures to value and respect diversity and inclusion in all aspects of your duties and working relationships., • Manage resources to the highest standards and act as a custodian of best practice., • You will be expected to play a proactive part in the implementation of the work and policy of London Youth as a whole, supporting the vision, mission and aims of the charity., • Undertake any other duties as may be reasonably requested by Woodrow Management that ensure the ongoing operational success of the centre and delivery of excellent customer experiences. Reflect our inclusive culture in your day-to-day work and support a positive health & safety and safeguarding culture in your interactions with colleagues. Follow our organisation's anti-racism principles and practices as you actively promote and respect diversity and inclusion in all aspects of your work and working relationships., • Experience in the use of CoursePro, or similar leisure bookings management system., • Experience in the use of Deputy, or similar employee scheduling, timesheet software system., • Experience managing external suppliers to support delivery of essentials services., • Experience operating a pool plant room, and associated KPI management., • Current RLSS NPLQ (National Pool Lifeguard Qualification) - Essential, • Pool Plant Operator Certificate - Highly Advantageous, • Swimming Teacher Qualification (Swim England or STA), • First Aid at Work certificate, • NVQ in Leisure or Operations Management, or similar, • RLSS NPLQ Trainer, • Customer-centric mindset with exceptional customer service skills., • Able to quickly establish rapport and build effective relationships across a range of personas., • Composed demeanour, able to keep calm under pressure and solve problems when they arise., • Articulate communicator with a confident telephone manner and excellent written skills., • Collaborative team player with a willingness to work effectively with others., • Self-motivated with a positive attitude, growth mindset and keen willingness to develop., • Able to work independently, demonstrating proactivity and initiative., • Impeccable work ethic and a flexible approach to work., • Good organizational skills, able to effectively prioritise workload., • Analytical thinker with meticulous attention to detail., • Absolute discretion and ability to maintain confidentiality., • Passionate about leisure and sport opportunities to support health and wellbeing outcomes., • Passionate and demonstrably committed to improving the lives of children and young people., • Absolute commitment to London Youth's principles of equality, diversity and inclusion., • Ambitious, • Collaborative, • Inclusive, • Accountable, • 39 days of annual leave (31 days + 8 bank holidays)., • Health Care Cash Plan to help cover your healthcare essentials., • Free access for you and your family to the Employee Assistance Programme., • Free onsite parking., • Branded quality uniform provided., • Free access to the 'Headspace' wellbeing app., • Free access to the Charity Mentoring Network, as a mentee or mentor., • Free tea and coffee available in the 'Tea & Coffee Bar'., • Free meals provided whilst on duty when the kitchen is serving young people in residence., • Magnificent location on an historic estate surrounded by nature., • You'll be working with a fantastic team of passionate colleagues across London Youth., • An outstanding culture and ethos where staff and visitors enjoy, challenge, and achieve., • Occasional supply of sweet - sometimes savoury - always yummy - treats are guaranteed., • You will be making a difference to the lives of young people! #J-18808-Ljbffr