Event Services Program Manager

$81,600 - $118,300/Yr

JLL - Nashville, TN

Full-time - Mid Level

Nashville, TN

Real Estate

About the position

The Event Services Program Manager at JLL will play a pivotal role within the Meetings & Events team, focusing on delivering exceptional customer-facing services that enhance workflow processes and promote the global adoption of the Meetings & Events program. This position requires a dynamic individual who thrives in a fast-paced and constantly evolving environment, demonstrating a consultative and collaborative approach to team management. The successful candidate will oversee a team of Event Services Specialists, ensuring that they are equipped with the necessary training and direction to provide the highest level of customer service, with a strong emphasis on the customer experience. In this role, the Event Services Program Manager will be responsible for motivating the team through collaboration, clear communication, and a commitment to continuous improvement. Regular performance evaluations will be conducted to provide constructive feedback and support professional growth within the team. The manager will also serve as the escalation point for the Event Services team, addressing customer concerns and ensuring that service delivery meets and exceeds expectations. The position involves strategic consultation for complex customer requests, ensuring that all service delivery is aligned with the company’s objectives. The manager will support the development of global operating procedures, document processes, and recommend improvements to enhance efficiency. Building relationships with key internal teams and collaborating with event service vendors will be essential to ensure seamless integration of services into the event management process. The role also requires immersion in the company culture to effectively apply and exemplify organizational values and goals.

Responsibilities

• Oversee the global Event Services/Intake team, ensuring direction and training for high-level customer service.
• Motivate a collaborative team focused on clear communication and continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback for professional growth.
• Act as the escalation point for the Event Services team to address customer concerns and improve experiences.
• Provide strategic consultation for complex customer requests to ensure excellent service delivery.
• Serve as the first point of contact for customer escalations related to event services.
• Support the development of global operating procedures and document processes for event services operations.
• Establish relationships and collaborate with key internal teams to enhance service delivery.
• Develop and maintain standard operating procedures (SOPs) for event services operations.
• Collaborate with event service vendors to ensure seamless integration into the event management process.

Requirements

• 2-4 years college degree or 4-6 years of equivalent work experience.
• Minimum 4 years of experience in the meetings/events industry.
• At least 2 years of people management or supervisory experience.
• User experience with common Meeting Management systems and tools.
• Self-motivated, flexible, and adaptable to changing environments.
• Customer obsessed and process driven with excellent organizational skills.
• Strong leadership, communication, and interpersonal skills.
• Proficient in all Microsoft Office Suite applications.
• Experience in handling customer escalations and resolving complex issues.

Nice-to-haves

• Meeting & Event or Hospitality industry experience.
• Knowledge of Meeting and Event technology tools.
• Experience or knowledge of the Travel industry.
• Experience in strategic meeting management (SMM) or centralized meeting/event programs.
• International Meeting & Event experience.
• CMP (certified meeting professional) or other industry certification.
• Proficiency in Smartsheet, Quip, and Visio.
• Strong problem-solving and decision-making abilities.
• Proficient in project management methodologies and tools.

Benefits

• Professional growth opportunities
• Flexible work arrangements
• Personalized benefits to manage life in and outside of work