Director of Event Technology II - Detroit, Michigan

About the Role

The Director, Event Technology II (DET II) is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers world-class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship. The DET II promotes high performance, accountability, and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. The role manages venue revenues between $900k - $3.75M and reports to the Area Director, Venues or RVP, Venues.

Responsibilities

• Financial Management and Reporting
  • Drive results by managing an efficient and profitable operation with a focus on revenue maximization and cost control in accordance with company standard operating procedures.
  • Achieve financial goals by effectively managing labor, equipment sub-rentals, and other costs.
  • Understand and utilize operational and financial reports, completing standard and ad-hoc reports accurately and on time.
  • Coordinate invoicing activities using the company billing system, ensuring billing is reviewed and approved by clients.
  • Complete sales forecasts accurately and submit them on time; participate in business review presentations as needed.
  • Review and manage the location P&L, developing action plans to address deficiencies and grow the business.
  • Confirm venue partners process all payments to Encore in a timely manner.
• Operations Management
  • Perform daily floor operations including scheduling, equipment setups, operation, and strikes; assist on the floor as needed.
  • Ensure all equipment and services are delivered on time, in good working condition, and as specified by clients and the venue.
  • Anticipate and address equipment challenges in a timely and professional manner.
  • Maintain proper inventory levels using inventory control procedures while ensuring safety, security, and quality assurance of equipment.
  • Efficiently share labor and equipment within the local market.
  • Attend operational venue meetings such as daily stand-up meetings with venue operations staff.
• Sales Management
  • Collaborate with the Regional Sales Director to create effective sales strategies to maximize revenue per event, including upsell and cross-sell opportunities.
  • Prepare and deliver compelling presentations that convey the value of Encore and solve customer challenges.
  • Prepare and present quotes and proposals in a timely manner to customers, including those submitted through various booking systems.
  • Attend site visits, pre-conference planning meetings, and appropriate venue meetings to support the customer event experience.
  • Collaborate with vendors and other departments/divisions to capture and service events.
  • Understand event cost structure and incorporate it into solution designs according to established profitability guidelines.
  • Attend customer meetings, understanding their goals and responding to their questions, concerns, and challenges.
  • Ensure all customer information is up-to-date and accurate in the Customer Relationship Management (CRM) system.
  • Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events.
  • Create and present information and reports related to performance, pipeline, and forecasting to senior management.
• Customer Service
  • Deliver world-class service by cultivating and maintaining relationships with customers, venue personnel, and various Encore supporting functions.
  • Exceed the expectations and needs of internal and external customers.
  • Meet with guests on-site to confirm their needs are met and equipment setup is accurate and working properly.
  • Monitor small to medium-sized events and check in on customers throughout the day.
  • Enforce guidelines in the Employee Guide and/or venue standards to ensure the team portrays a polished and professional image.
• Technical Ability
  • Understand and oversee the technical aspects of the job, applying troubleshooting and problem-solving skills to guide technicians in resolving equipment and software issues.
  • Effectively utilize applicable company computer systems.
  • Act as on-site technical expert as needed for events.
  • Assist on the floor with operations as needed.
• People Development
  • Promote a culture of high performance, accountability, and continuous improvement that values learning and a commitment to quality.
  • Manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development.
  • Oversee human resources activities including selection, performance management, and learning.
  • Provide focused and continued coaching to develop the skills of team members.
  • Train employees on Encore standards for service and equipment, verifying they are properly trained on company computer systems.
  • Recommend team members for training opportunities as needed.

Requirements

• Bachelor’s degree is preferred or equivalent experience.
• 3+ years of audio-visual experience.
• 2+ years of operations/supervisory experience.
• 3+ years of customer service or hospitality experience is preferred.
• Sales experience is a plus.
• Working knowledge of audio-visual equipment in a live show environment.
• Proficiency with computer hardware and software, including the Internet and Microsoft Office.
• Effective leadership abilities and customer satisfaction focus.
• A valid driver’s license is required for team members who may operate company vehicles.

Competencies

• Deliver World Class Service
• Hospitality
• Do The Right Thing
• Courage
• Drive Results
• Optimizes & Aligns Work
• See The Big Picture
• Strategic Mindset
• Value People
• Organizational Savvy
• Values Diversity
• Develops Talent

Physical Requirements

Team members must meet the following physical demands to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• General Physical Activities
  • Sitting: 2-3 hours per day
  • Standing: 4-5 hours per day
  • Walking: 4-5 hours per day
  • Stooping: 2-3 hours per day
  • Crawling: 2-3 hours per day
  • Kneeling: 2-3 hours per day
  • Bending: 2-3 hours per day
  • Reaching (above your head): 2-3 hours per day
  • Climbing: 0-1 hour per day
  • Grasping: 4-5 hours per day
• Lifting Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Carrying Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Auditory/Visual Requirements
  • Close Vision: Continuously
  • Distance Vision: Continuously
  • Color Vision: Frequently
  • Peripheral Vision: Occasionally
  • Depth Perception: Frequently
  • Hearing: Continuously
• Pushing/Pulling Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally

Work Environment

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures, dirt, sand, and/or dust. Working conditions vary from moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and may be exposed to heights via lifts and ladders. Work may be required at multiple hotel locations. Working times include irregular hours and on-call status, including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore.

Pay

Salary pay range: $56,092.00 - $72,920.00. The compensation offered is determined based on qualifications outlined in the job posting for the specified location. Final compensation is based on factors including location, travel, relevant work experience, or particular skills and expertise. Some positions may be eligible for other compensation such as potential overtime, bonuses, or incentives.

Benefits

Encore is committed to providing competitive benefits options for employees and their families. Click here to view the benefits options for employees worldwide. The company prides itself on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on the commitment to inclusivity and belonging.