.Job DescriptionAs an Events Process and Operations Manager you will be part of a diverse team of professionals, reporting to Omnichannel Strategy - CRM & Events Associate Director, and be a key driver in meetings and events execution as part of our Customer Experience Omnichannel strategy.As a key role within the Omnichannel Excellence organization, this position shall ensure events processes are managed according to corporate policies and standards.Responsibilities:Meetings and Events management:Event process definition, implementation and continuous improvement according to global policies; Make sure processesare adapted accordingly to global standards and updated whenever there is a change; Responsible for meetings and events related processes, such as C2C, FCPA etc.; Manage the documentation and archival of events related processes, materials and training documents; Lead the Customer Excellence Events operational team, assuring good quality on events execution and delivery as well as fulfilment of compliance standards; Serve as the primary point of contact for all event-related inquiries, providing timely updates and addressing concerns from stakeholders; Manage external providers relationship such as travel agencies, operational services, and system providers. Monitor agreed key performance indicators to ensure fulfilment with business needs.This role has a strong digital, technology and data component.System:Responsible for managing events management systems, primarily Veeva CRM Events Module. Ensure all technical and process requirements are implemented in a timely manner and in accordance with established procedures and policies; Accountable for other events related systems such as EOS, C-Events, Empower BI etc. Stay up to date on other events connected platforms like Concur, Gwet, Appian, etc.Technology:Work in collaboration with Regional and Global Teams and Centres of Excellence to ensure alignment with local Strategy and implementation as required; Stay current on industry trends, emerging technologies, best practices, and regulatory requirements for event management; Leading processes of continuous improvement to ensure data quality and completeness in events related systems according to compliance standards; Monitor, measure and assess events data to pursue continuous improvement in alignment with company strategy.Customer excellence:Build strong relationships with internal stakeholders to align with business priorities and objectives; Be a key partner with business teams and work cross-functionally with sales and marketing roles; Focus on process improvement to ensure process simplification, customer excellence and personalization; Collaborate with relevant groups to develop detailed internal metrics to ensure the Service Level Agreement is being met
