Sales Support / Operations Lead (French)
Job Summary
The Reed Exhibitions Supervisor is a Functional Supervisor responsible for supervising the timely completion of Reed Exhibitions campaigns. The role supervises the planning, organizing, executing and reporting of all Reed Exhibitions campaigns and will be accountable for achieving the shows goals. Apart from this, the Functional Supervisor will provide assistance on General Event Support projects – Data Management, Event Relations and Event Support.
Accountabilities
- Employee Performance Management
- Ensure new employees are oriented to the organization, its policies, facilities, etc.
- Ensure that employees follow the organization’s policies and procedures.
- Facilitate Employee Training and Development.
- Manage individual and team scorecard per month.
- Validate individual Productivity using trackers and/or telephone system.
- Complete Quality Monitoring for members of the team.
- Monitor, assess and provide feedback about employee’s performance.
- Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring.
- Conduct performance appraisal on a regular basis.
- Complete 100% coaching and Enabling Performance discussion with team.
- Develop and implement PIP (Performance Improvement Program) if performance is not adequate.
- Provide rewards program for employee accomplishment.
- Lead regular teambuilding activities including strategic planning, RE Cares, Townhall, etc.
- Approve and monitor daily team attendance through Attendance Monitoring Tool.
- Attrition – maintain annualized negative attrition at or below 10%.
- Support and drive 80% attendance in at least 3 major employee engagement initiatives during the year.
- Support and drive 80% attendance in at least 1 major corporate social responsibility program during the year.
Conflict / Crisis Management
- Regularly review the needs of employees.
- Help, discuss, evaluate and resolve personal and work issues among team members.
- Inform and monitor employees during times of crisis or disaster to assess situation.
- Inform the manager of the current situation of team members and recommend solution.
Reporting
- Submit weekly operation performance status report to Reed Exhibitions Manager.
- Generate monthly performance update to Business Unit stakeholder.
- Update all necessary reports needed by Stakeholders.
- Ensure all reports are accurate, updated and submitted on time.
Operational Improvement
- Productivity – Achieve specific and identified team targets.
- Completeness and Timeliness – Achieve team deliverables within Turn Around Time.
- Quality / Accuracy – Achieve specific and identified team target accuracy and quality measures.
- Stakeholder Management – conduct monthly operations review and execute action items agreed with the business unit.
- Receive, review and monitor and manage workload and assignments of the team.
- Manage stakeholder expectations regarding deadlines, quality and efficiency.
- Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions.
- Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations.
- Manage and facilitate the corrective action process, partnering with the manager.
- Conduct effective workforce planning and responsible for individual career development.
- Participate in the implementation of support plans for product integrations and company acquisitions.
- Process audit – support annual process audit activities.
- Operations Standard – support compliance with established processes.
Functional Accountabilities
- Data Management:
Generate leads for our events based on show brief provided by Business Unit.
Enrich current database through internet research.
Update or remove existing contacts on the database through internet research.
Validate existing contacts/leads on our database.
- Event Relations:
Execute campaigns to invite visitors to our event.
Proactively calls visitors or exhibitors to disseminate information.
Call potential clients and gauge their interest on our show and potentially arrange a meeting with the exhibitors (matchmaking).
- Event Support:
Respond quickly and efficiently to customer queries via chat, e-mail and/or phone.
Proactively seek out information about each show to be able to provide accurate information to customers.
Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice.
Ensure all communication, written or verbal is clear, concise, polite and informative.
Provide ad-hoc support to show teams.
Take ownership of queries from start to finish.
Ensure tasks and workload are completed to agreed SLA.
Hard/Technical, Soft Skills and Complimentary
- Excel Advanced
- CRM systems Intermediate
- PowerPoint Intermediate
Other Qualifications/Requirements:
Bachelor’s degree or equivalent experience.
- 5 – 7 years of Leadership experience required.
- 3 – 5 years’ experience in a customer contact environment preferred.
- Strong written and verbal communication, problem solving, project management and delegation skills.
- Responsible for team’s people leadership, employee engagement, staff development and performance management.
- Has a strong sense of ownership relating to tasks and responsibilities.
- Organized and very systematic in handling tasks at hand.
- Very proactive in stakeholder management, project ownership and team coordination.
- Very decisive and results oriented.
- Project and time management skills, demonstrated by the ability to manage a number of projects at the same time.
- Strong commitment to performance and team success.
- Applicants must be willing to work in flexible/rotating schedule depending on business needs.
- Proficient in German and/or French.
RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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