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Manager, Customer Relations
WeWork
New York, NY, United States
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We’re looking for a talented Customer Relations Associate to ensure quality execution of employee policies, communication and list management for WeWork’s large scale, global events. The successful candidate will play a critical role, both in employee facing and behind the scenes capacities, in ensuring policies are visualized and operationalized well. This includes, making sure event information is disseminated to attendees through appropriate channels, that all employee inquiries are addressed in a timely and quality manner and that the profiles of thousands of event attendees are tightly managed. The Customer Relations Associate will enjoy working in a fast-paced, global organization and will prioritize building and cultivating stakeholder relationships both internally and externally.
The right candidate preferably has previous experience within the live event sector and in complex multi-day arts/performance/activity/music/conference events. In addition, we are seeking a candidate who can provide white glove customer service to event attendees and also manage key internal stakeholders including our People, Culture, Finance and Community Teams both at our NYC HQ and around the world.
Responsibilities
• Work with Strategic Events and Culture teams to develop and propose event policy decisions for executive leadership approval
◦ From there, independently own setting up and executing processes required to support those policies
• Respond to all Event related emails in a timely manner - less than 24 hours
• Responsible for managing and improving RSVP tracking tool
• Monitor RSVPs for 8000+ attendees (including but not limited to: WeWork employees, members, sponsors, and special guests)
• Run frequent reports from ticketing system on guest information and logistics
• Serve as a primary onsite point of contact for all guests, troubleshooting all ticketing, check-in, will-call, eligibility and RSVP issues that may arise
◦ Hire and manage support team as needed
• Own synthesis and presentation of post attendance data and analytics
• Manage post event surveys, feedback and guest contacts
• Able to work some late nights, weekends and live event days
• Willing and eager to action on all other reasonable requests as stipulated by the Operations Manager, other senior event staff, and event needs; the ultimate team player
Qualifications
• Bachelor’s Degree or equivalent
• At least 4+ years of relevant experience in a medium to high growth company
• Strong logistics experience, customer relations and people orientation
• Proficient in Microsoft and G Suite online and Excel, knowledge about managing data and lists in Air Table preferred
• Knowledge about advanced check-in and RFID technology a plus
• Excellent interpersonal communications, extremely detailed oriented with minute focus on lists, and thrives in high stress situations
• Ability to work with a large, diverse group of employees
• Demonstrates high ownership, integrity, maturity, dependability, responsibility, accountability, self-awareness, and empathy
• Skilled at understanding and proposing high-level goals and visualizing how best to create and execute processes to achieve those goals
• Ability to design targeted communication strategy based on segmented groups
• Proven ability to assist on large scale and complex projects end to end
• Passion and understanding for WeWork mission and values
• Strong results orientation and entrepreneurial spirit – WeWork is growing incredibly quickly, meaning each employee will be given significant responsibility and autonomy. This will mean hard work, but will also mean much room for innovation in developing processes and/or programs that could benefit the company and create room for significant personal and career growth.