Senior Event Manager, Bojangles Entertainment Complex

Who We Are

The Charlotte Regional Visitors Authority will leverage our hospitality marketing and management expertise to maximize the impact of the Charlotte Region’s economy…creating opportunities and jobs for our community.

Job Summary

The Senior Event Manager will be responsible for the Event Services Department which coordinates 250+ yearly ticketed and non-ticketed events held at the Bojangles Entertainment Complex while carrying out event specifications including event set-up, monitoring events in progress, and customer service. In addition, this employee will provide administrative support to the venue managers.

Job Responsibilities

• Essential Job Duties
• Oversee Event Services - Event Management Department, including creating and implementing department policies, procedures, and goals
• Develops and supervises Event Managers, including training all other Event Managers and performing ROADMAP’s.
• Oversee event coordination after the event has been booked. Perform pre-event and post-event management functions.
• Assigns BOplex events to specific Event Managers, as needed.
• Coordinates and manages scheduling of outside vendors and in-house contractors to include Show Pros event staffing, audio visual companies, decorators, EMT, off-duty police officers, fire inspectors, and any others who are needed to facilitate smooth and efficient events.
• Work with venue managers and promoter/client/team representatives to coordinate client’s requirements through all in-house departments and outside sources, including verifying staffing requirements and technical/event set-up, to assure that event specifications are met.
• Advance shows for production, layout, and event specifications.
• Research and maintain records of past, current, and potential events to determine specific needs (staffing requirements, demographic information, safety issues, merchandise, and F&B sales).
• Conduct pre-event and post-event meetings as needed with clients and support staff.
• Conduct site visits for potential and current clients, as requested.
• Train and oversee 150+ part-time event staff and contracted event staff at both venues.
• Develops and submits Event Staffing Requests
• Organize and submit Event Services payroll.
• Coordinate ordering and distributing of uniforms
• Update/communicate policies and procedures.
• Serve as the lead with event staff training sessions.
• Ensure all proper event services employee paperwork is submitted and organized.
• Assist with creating set-up diagrams for clients.
• Assist with event settlement processes including data entry into EBMS as needed.
• Prepare post-event summary highlighting attendance, demographics, and patron/event incidents, and any additional pertinent information for future reference.
• Assure proper life safety and physical appearance of venue prior to events.
• Keep other departments informed of any event changes.
• Handle customer questions, issues, and concerns.
• Establish professional and courteous rapport with clients.
• Works with Security Manager so all policy & procedures are communicated.
• Handles all event staff personnel issues & concerns.
• Process event incident reports and distribute those in timely manner to CRVA Risk Management department with copies to the Venue Managers.
• Prepare and distribute event profile information to event staff prior to events.
• Keep immediate supervisor(s) fully informed of all problems or unusual matters of significance.
• Reviews customer feedback responses from surveys sent to ticket buyers.
• Collaborates with the Customer Experience Director and Assistant General Manager to enhance the Quality Assurance program.
• Engage in meaningful relationships with clients to continue positive working relationships with repeat business.
• Must be able to work flexible hours to include evenings, weekends, and holidays.

2. Consistently deliver the best in customer service. Demonstrate a passion for inspiring and be a driving force behind an amazing team to foster strong cross-functional relationships internally and externally by applying the Service Philosophy, to deliver memorable customer experiences.

3. Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures.

Supervisory Responsibility

• This role has direct supervisory responsibilities of Event Managers and indirect responsibility over full-time and part-time event services team members, including 3rd party contracted event service team members.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• This position at times assumes the responsibility of all BOplex operations as Manager on Duty.
• This job will have periodic access to confidential data including financial statements, organization records and/or minutes, and customer quotes.

Customer Service Ability:

• Observe and proactively initiate the customer experience with a personalized greeting and a smile.
• Engage the customer with thoughtful questions and active listening.
• Take ownership and offer a complete solution to the customer’s needs.
• Look for opportunities to deliver exceptional service and exceed expectations.
• Ensure all customer needs have been met and offer an authentic closing with appreciation.
• Ability to anticipate customer needs, builds positive relationships with customers and clients, go the extra mile to satisfy and exceed customer needs, treat all customers and vendors with highest degree of respect and courtesy, deliver exceptional service to internal and external customers.

Education and Experience

• Bachelor’s Degree with an emphasis in sports management or facility management or equivalent amount of venue related experience. A combination of related work experience and education may be considered.
• Four (4) years or more event management experience in an arena/auditorium or sports-related facility or equivalent venue related experience.
• Excellent verbal and written communication skills required.
• Previous experience with an electronic event management system strongly desired.
• Proficient skill level in Microsoft Office required including general office equipment.
• Ability to manage multiple priorities and projects and make decisions under pressure.
• Demonstrated supervisory skills.

Physical Demands

• The employee must regularly lift and /or move up to 20 pounds.
• Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to stand and walk.

Work Environment

• The noise level in the work environment is usually moderate.

Travel Required

• This job has potential for occasional travel.

What We Offer

• Education Reimbursement
• 457 Plan
• CRVA University
• Employee 1st Culture
• CORE Values

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our “employee first” culture requires engagement and engagement can’t happen without the voices of many talented and diverse individuals charting our direction.

Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply