Operations Manager - Events & Conferences

Central London
£32-35k +OTE
16 Oct 2013
16 Nov 2013
Full Time
Contract Type

Operations Manager

Salary – basic £32,000 to £35,000 depending on experience

OTE £50,000 to £55,000.

Based in Clerkenwell, London

The company:

My client is a growing company and with this growth comes more clients, more service lines, more pricing structures, more products and more promises. To build on an already excellent reputation, my client requires an individual to join who is operationally excellent so more growth can be enabled in an elegant and systematic way.

Role and skills:

With a lot of customers and a strong reputation in the industry you would be responsible for owning those customers post deal to post experience and having them under your guardianship. Also you will be looking to ensure that the machinery that is my client is being operationally managed in such a way that the whole experience for the client is a delight. This also means making sure staff are supported in the right way with recruitment, inductions, training and appraisals.

Skills required include:

Excellent business acumen, with ten years in business and an awareness of how functions affect each other and how processes should best be managed

Great communicator – you are both listener and talker. You will be co-ordinating the internal team and liaising with key clients.

Excellent eye for detail – you understand concepts and vision, but have a foot holding in the detail, appreciating that this is where the execution lies.

Scheduling and structured approach to managing workstreams – you will be in charge of co-ordinating scheduling for our events and products, and ensuring all milestones for each event and project are met to target. This requires excellent co-ordination skills. This person will also be in charge of recruitment and induction training, scheduling appraisals and templating appraisals and scheduling reviews with key suppliers.

Reporting capabilities – you will be responsible for reporting weekly on the financials of the company, and the KPIs of the team. This person will be overseeing KPI management of all non-sales team members.

Event logistic expertise – you will be agreeing all venues and AV for each event and working with the hotel to ensure the set up and workshop rooms and lunch menus are exactly to spec and budget. You will be the operational lead onsite, at events, liaising with the hotel, catering, AV, and on the day running the registration process and sponsorship exhibition room.

Customer management – you will be the first point of contact for a customer and know who to fan the enquiry out to. On a monthly basis you will be connecting with key clients, and before each event there is event logistics operations management required with each client.

Keeping general management and order – this means you are in charge of the office environment in terms of its wear and tear, and the office move should this transpire, and in charge of IT.

This role is for a self-starting, natural problem solver who has an easy manner with clients, but is scarily focused on the detail.

Reporting into the CEO

Reporting into you: the Finance and Administration Manager

Detailed responsibilities:

The responsibilities include but are not limited to:

Venue management:

Managing the venues to budget, ensuring that contracts are negotiated to the following terms:

  • That payment schedules serve the cash flow demands of the company
  • That overnight holds are off contract
  • That DDRs are attractively low
  • The extra rooms are released should reduce the events from two to one streams
  • The minimum numbers are appropriate given the event
  • That as much AV and wireless connection is free within the contract
  • That contracted bedrooms are off contract
  • Take negotiation as far as possible before contract sign and ensure all requirements are met by the venue. Sign contract and work with the venue to ensure smooth running of each event.

Product Schedule Management:

My client runs 7 events in the year, and c 20 webinars. These events are contained within a Services & Product Operations checklist (SPOC). This schedule marks key milestones including:


  • Venue arranged
  • Production start
  • Premailer loaded to site and soft launch
  • Desktop and sign off
  • Hard launch and marketing campaign
  • Operations pre event
  • From hard launch, sponsorship and delegate selling
  • Guesting campaign if required
  • Speaker guesting
  • Lab filling if needed
  • Onsite preparation (eval forms, letter, prog for pack, signage, badges etc)
  • AV booking


My client also runs 2-3 webinars per month. It is imperative that the Ops Manager oversee with sponsorship that these slots are filled. Once the slots are sold, you are responsible for:

  • Seeing that the relevant contacts are passed to you and that you work with each sponsor on their individual campaign
  • Scheduling conference calls between all involved parties
  • Ensuring that key milestones are met
  • Ensuring that targeted registration number is met

Services & Product Operations Control Management:

You will chair and minute the weekly SPOC meetings to the whole organisation. The management of SPOC is crucial to the business and gives the CEO, CCO and the rest of the business an overview of what is happening and what is to be delivered week on week. Responsibilities will include:

  • Chair the meetings
  • Update the figures weekly and report on weekly registration numbers for all services
  • Highlight red flag areas and discuss what focus will be added to bring them out of this area
  • Report what contract execution will be delivered
  • Capture any minutes

This 60 minute meeting will take place on a Monday morning.

This is a rolling exercise so you can provide the CEO with visibility regarding progress, productivity, and areas where objectives are not being met. This is a reporting and solution focused session where the culture is intended to be honest, frank, positive and can-do.

As chair of this meeting, you are able to challenge in a fair and problem-solving manner, any activity that fails to go towards the company’s direction.

Sponsorship Account Management:

Your responsibility is to:

  • Liaise with Sponsors once they have signed up for an event regarding timelines, expectations, delegate names and when they can expect the Sponsor Instruction Sheet
  • Manage the dots
  • Gather names and lists from the Sponsors once the programme is hard launched and pass to delegate sales
  • Have monthly calls with our assigned ‘top ten’
  • Manage the runners on site with the Sponsorship Managers

Pre and Onsite Management:

Your responsibility is to:

  • Take bookings when Sales cannot and manage all customer registrations and communications with the customers leading up to the event
  • Manage the Customer Registration document
  • Manage onsite team of 6 – 10 people across the whole conference
  • Meet and greet all attendees
  • Work closely with the venue to ensure smooth running of the conference
  • Ensure all AV requirements are met onsite
  • Manage runners and ensure all facilitated introductions are completed

Office Management:

Your responsibility is to:

  • Assist new starters with induction which you orchestrate
  • Ensure new starters have the IT, email, SFDC account and phone set up
  • Brief new starters on passwords, the phone system, the provision of keys, how the office works (loos, kitchenette, doing their own washing up)
  • Order stationary
  • Organise socials and annual ‘jollies’
  • Book flights for team where necessary
  • Build ‘How To’ manuals for all internal processes


Your responsibility is to:

  • Provide the CEO weekly with revenue, credit control and product numbers

Report on the inventory of products and services, so all ‘stock’ is exhau