Duties and responsibilities

Online Services and Solutions

In brief: Managing existing ISME internal products and staying up to date with the latest development including but not limited to upgrading and enhancing internal products / onboarding new tools to assist in user journey and experience

• Liaising with Clients on all pre-show requirements such as online registration pages and pre-show requirements (by Head of Department and team members) whilst ensuring day to day activities such as; Email broadcasts and templates, reporting, print templates, requests on pre show badge productions, and other essential requirements are undertaken.
• Ensuring that pre-show requirements are maintained according to the client (by Head of Department and team members).
• Acting and providing supportive advice and expertise knowledge in online services and solutions to our clients and maintaining a high standard in customer service (by Head of Department and team members).
• Maintaining show databases pre-show and ensuring flow of data and other marketing details are according to ISME and client standards (by Head of Department and team members).
• Keeping up to date with industry knowledge on registration techniques.
• Managing the different online products that Info Salons offers and continuous development strategies for these products.
• Manage successful implementation of the online solutions/services at various shows. The main role is to assign an Online Experience manager/coordinator to setup and hold regular meetings (or virtual sessions) with our main clients and to manage the online delivery, supported by ISME staff members.
• Coordinate with various team members and departments to ensure all client deliverables are met (whether it may be IT work or Online Experience deliverables etc.)

Department Management

In brief: Managing the Online Experiences Department in an efficient way and makes sure that all documentation and reports are documented orderly and up to date including but not limited to creating processes, checklists & working instructions for the department and cross departments.

• Ensuring the department is in line and aware with contracted events via ISME sales tools, and always maintaining accuracy in services delivered / added to IMS.
• Service request managing access of ISME Online services and solutions outlined above to support clients as well as organizational operations.
• Develop and organize customer service, implementing standardized procedures that support and contribute to increased revenue, client satisfaction and department efficiency.
• Develop and implement strategies and targets, implementing standardized procedures that contribute to increased department efficiency.
• Process improvement in operations initiatives and coordinate with external clients, suppliers and internal staff.
• Represent Online Experiences on various strategic meetings including IT development and systems operations testing-analysis.
• Undertake mid and end of year review whilst aligning the team with department KPI s and goals.
• Build relationships with organisers and onboard them with ISME standards in customer experience and journey.

Project management

In brief: Some projects may be tasked and potentially outsourced. Project management involves the coordination and steering of these projects and reporting back to the clients / organisers and in some instances the Managing Director.

• Provide leadership to direct reports including reviews, project management functions and training and development initiatives.
• Delegate effectively and supervise task execution of all aspects of project management.
• Provide project management and expertise on improvement programs.
• Ensure that the project aligns with the department KPI s and goals.

General

Draft a department report on a monthly basis (report template provided) that outlines the departments performance on various aspects:

• Online Registration pages
• Team performance
• Technologies and developments
• Roadmap of products and new technologies