Registration Manager - Appleton, WI or Schaumburg, IL

The Registration Manager is responsible for communicating with program attendees and managing the overall success of the attendee experience. This role is critical in supporting multiple elements of pre-planning, execution, and post-program responsibilities while partnering with the internal team. Additionally, the RM collaborates with the client, supplier partners, and internal team members related to each program. 

This position is 3 days remote, with 2 days in office per week - this applies to either location.

Client:

• Understand client/attendee interests, issues, expectations, and priorities
• Adheres to Creative Group policies regarding appropriate and professional client/attendee interaction
• Participates and consults during client discovery meetings and collaborates with the Program Manager and Web Project Specialist to translate specific client needs into registration requirements
• Actively participates in ongoing client planning calls by contributing to registration discussions

Registration Operations:

• Manages registration database to maintain data integrity
• Produces and maintains reports and manifests as needed, with an understanding of how this data affects the program integrity
• Collaborates closely with Program Manager and other internal team members to ensure data is continually aligned with program needs
• Works in partnership with internal departments to manage program deliverables pertaining to Web Project Specialist website build and Travel Services airline ticketing
• Partners with Project/Program Manager to provide personalized print materials based on registration data
• Manages on-site attendee experience if on-site for program execution
• Interacts directly with attendees on program-related inquiries contributing to the overall positive attendee experience
• Acts as main contact for hotel room requirements and manages all aspects of hotel room block including attrition deadlines, special requests, etc.
• Creates timelines for tasks specific to registration in collaboration with the Program Manager
• Ensures quality, synchronicity, and on-time delivery of all program deliverables

Financial Management:

• Is able to interpret and manage contract terms related to aspects of the program design (i.e. transportation, attrition, activities, etc.)
• Works in tandem with the Program Manager on budget and scoping management as it pertains to registration
• Reconciles final hotel room invoice and any other suppliers worked with directly
• Understands labor hours as it relates to program profitability

Leadership:

• Be a sought-after partner by building trust with clients, attendees, internal team, and external partners
• Leads internal registration teams
• Leads, guides, and consults internal partners on discussions related to registration
• Strives to develop process efficiencies
• Builds strong working relationships with internal and external team members
• Seeks opportunities for growth and development
• May onboard new hires to ensure that standard SOPs are followed
• Seek feedback, absorb, and act in the spirit of continuous personal development
• Gathers, shares, and applies learnings for continuous process improvement
• Can adapt and work successfully with any client, partner, and program

Performs other duties as assigned.

• Bachelor's degree in Hospitality, Business, or a related field, or a combination of education and experience is required
• Minimum of 2 years of experience in data management/customer service is required, or relatable experience
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
• Proficient in database management tools
• Models behavior that reflects our organization’s Vision and Core Beliefs
• Must possess excellent interpersonal skills to be able to work cross-functionally, develop strong and positive internal and external relationships with the client, deliver superior customer service derived from a spirit to help and serve others, and help onboard others
• Models a positive, solution-based approach and is flexible and open to change to be adaptable to clients, partners, and teams
• Must possess self-awareness to understand own strengths and areas of opportunities, and how their behavior/words affect others
• Must be able to work autonomously, while thriving in a team environment
• Must possess strong verbal and written communication skills to convey and express thoughts and ideas and to write emails with a professional tone
• Must be organized to be able to manage multiple projects and tasks, in various phases, simultaneously, and prioritize deadlines
• Must possess analytical skills to apply efficiencies and streamline processes
• Must take initiative, be resourceful, and be able to work independently with clients
• Must be an active and discerning listener to identify participants’ needs
• Must be able to maintain client confidentiality