Staff Management

• Train and supervise Brand Ambassadors and Concierge staff to deliver exceptional customer service practices.
• Assist in hiring and onboarding new team members, ensuring they align with our standards and culture.
• Create and manage weekly staff schedules, balancing workload efficiently within budgetary constraints.
• Monitor staff breaks in accordance with local labor laws and uphold all policies and procedures.
• Address and resolve staffing issues promptly to maintain smooth operations. Work with HR as needed.

Operational Oversight

• Maintain a high standard of cleanliness and organization, ensuring event spaces exceed client expectations.
• Oversee inventory for credentials and VIP gifts, ensuring adequate supplies for upcoming events and conducting daily inventory checks.
• Uphold safety protocols and maintain a risk-free environment, promoting awareness among staff.

Customer Experience

• Ensure the fan check-in and concierge areas operate smoothly, providing a welcoming and efficient entry experience for guests.
• Supervise the interactive exhibit, ensuring fans have an engaging and informative experience.
• Address and resolve customer service issues, managing fan concerns effectively and efficiently.
• Partner with the Director, Fan Experience and Director, Platform and Ticketing to support and address fan needs, as required.
• Collect and analyze feedback from guests and staff to continually improve the fan experience.

Event Coordination

• Coordinate with various departments (technical support, hospitality, event management) to ensure all aspects of the fan experience are executed flawlessly.
• Track engagement and usage of the exhibit and concierge areas, reporting to senior management on foot traffic, verbalized feedback, and general sentiment.
• Provide insights and recommendations based on fan interactions and feedback to enhance future events.

Administrative Duties

• Maintain accurate records of staff performance, attendance, and any incidents that occur during events.
• Ensure all required documentation (waivers, releases, etc.) is properly completed and filed according to company processes.
• In collaboration with the event producer and project manager(s), manage budget allocations for staff, supplies, and other operational needs, ensuring financial efficiency.
• Ensure all administrative processes are completed on current company used programs and shared docs to ensure efficiency in all administrative tasks. (Ex. Timekeeping, budgeting, employee recruiting and performance notes, logistics tracking, etc.)
• Other duties as required.

• Minimum 3 years in Event Management with a proven track record in leadership roles focused on fan experience, customer service, or hospitality, preferably within the entertainment industry.
• Demonstrated reputation for excellence with at least 5 professional references.
• Superior communication and organizational abilities with strong multitasking skills.
• Proficient in Google Suite applications; particularly Google Sheets.
• Ability to work long hours with a flexible schedule, accommodating operational needs.
• Capable of responding professionally to changes and unexpected situations in a dynamic event environment.
• Willingness to work evenings and weekends as required by event schedules.