This position is internally known as "Custom Coordinator" and is part of the Custom Programs Team. The Custom team is responsible for the delivery logistics of IESE programs and courses, including coordination of events, management of resources, and control of activities (i.e., punctuality of sessions, quality of service, rapid resolution of unforeseen events, management of interactions with students) in an effective and efficient way. The team provides timely, personalized services that generate a first-class customer experience.
Main ResponsibilitiesProgram Coordination & Event Management:Program Delivery and Student Support: Responsible for all tasks related to internal and external providers, such as badges, seating charts, room reservations, photography, lunch arrangements, etc.Customer Service:Events Management: Design event and customer journey; coordinate with speakers, follow-up, organization of agenda and gifts; support press relations needs; production of promotional materials (foams, screens, posters, HTML, etc.).Projects Involvement: Continuous monitoring of current practices and proposal of new approaches that improve participant experience, such as standardization of best practices, simplification, and digitalization of tasks.Budget, Calendar Control, and Follow-up: Event production, program delivery and closing, satisfaction surveys, thank you letters, statistics, audiovisual material, etc.Onboarding of New Team Members.Job RequirementsTeam player that can lead improvement projects.Experience in customer service or customer experience role.Experience in events coordination (multiple/simultaneous events is a plus).Proactive, acts towards resolution of issues.Great interpersonal skills to interact with internal and external stakeholders.Fast to learn and able to work under pressure and with competing priorities.Basic notions of protocol.Fluency in English and Spanish.Detail oriented.Travel and Availability RequirementsAvailable to attend events after work time and on approximately two Saturdays per trimester (this extra time is to be compensated with weekdays off).Availability for International Travel: From zero to 6 times a year, duration of 1 to 2 weeks per trip.
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