Director of Registration Services (HIRED)

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Headquartered in Los Angeles, California, ConferenceDirect is one of the world’s leading event management and hospitality services firms. We help clients save time and money by securing the best hotel accommodations, meeting space, conference venues, and hospitality services available at the most favorable terms possible. We are passionate about achieving better results for our clients and living our core values:

• Dedication
• Integrity
• Relationship-Driven
• Expertise
• Collaboration
• Transparency

Overview:
The Director, Registration Services is the leader of the Registration line of business overseeing all aspects of operations and day to day responsibilities. This individual is tasked with overseeing the deployment, implementation, servicing and profitability of Registration Services and fostering the development of Registration personnel. The Director will also assist in the sales and RFP proposal phase – assisting sales staff in understanding scope, project feasibility and costs.

This position supervises all personnel in the Registration department including Registration Coordinators, Registration Project Leads, Registration Supervisor and Registration Operations Manager.

Responsibilities:
• Oversee & manage the day to day functions of the ConferenceDirect’s Registration Services
• Ensure that all aspects of Registration Services are working together to fulfill all contractual obligations and attain department profitability goals
• Partner with the other lines of business in the Housing & Registration department (Housing, Event Technology, Finance/Administration, Sales and Contact Center) to ensure consistency in communication and problem resolution across the division
• Responsible for customer retention of assigned accounts. 95% of clients on a recurring annual basis
• Overall responsibility for the deployment, implementation & management of services provided by the Registration Team
• Managing teams to ensure registration services are defined, communicated and successfully implemented
• Planning & fulfillment of onsite Registration including computer terminals, badge production, and temp training
• Identify areas of critical need and provide solutions
• Give feedback/updates as needed
• Responsible for account allocation across all service teams
• Monitor time spent on accounts to maximize efficiency and profitability
• Utilizing systems to manage and report on contractual service levels for assigned services. Areas of focus: Implementation Timelines; Customer Response Time; Customer & Financial Reporting; Customer Invoicing; Accounts Receivable – Event Specific; Customer Surveys
• Function as primary escalation point for customers, associates & team issues. Escalating issues and proactively providing recommendations for corrective action to management as appropriate
• Handles client & team escalations
• Troubleshoot issues
• Identify trends
• Leading and accomplishing human resource objectives as they relate to: Recruiting, orienting, training, coaching, counseling, and disciplining employees
• Communicating job expectations
• Planning, monitoring, appraising, and reviewing job contributions
• Planning and reviewing compensation actions, including implementing incentives
• Enforcing policies and procedures
• Manage the relationships with strategic technology partners / vendors associated with the assigned Services
• Make proactive technology recommendations
• Responsible for troubleshooting and managing any challenges with our service providers
• Responsible for the delivery of weekly, monthly, quarterly, and annual activity reports to be provided to the Senior Director of Housing, Housing & Event Technology
• Provide strategic recommendations into enhancements in operational processes to increase efficiency and improve service
• Assist in identifying new areas of business opportunity
• Function as product expert / service expert with sales presentations on a limited basis

Competencies:
• Event Planning & Management
• Event & Meeting Registration
• Onsite Check-in & Badge Printing
• Lead Retrieval and Attendance Tracking
• Problem Solving/Analysis
• Leadership
• Customer Focus
• Technical Capacity
• Communication Proficiency

Work Environment/Physical Demands:
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to grasp, handle or feel; and reach with hands and arms.

Requirements:
• Bachelor’s degree in a related field or equivalent practical experience
• Minimum 5 years experience in Registration, 7 years experience preferred
• Previous experience and demonstrated success managing multiple projects at one time
• Ability to communicate professionally and effectively in-person, via email and over the phone
• Strong organizational and time management skills
• Ability to remain organized and clearly communicate in a fast-paced environment
• Ability to break down complex projects and initiatives into attainable project tasks using critical thinking and problem solving skills
• Ability to work across organizations and lines of business
• Willingness to participate in departmental projects
• Ability to communicate in a remote working environment

This position has been filled. To search all open positions, visit our Job Board.