Senior Manager, Event Registration & Business Intelligence

by AHIP

June 1, 2018

Department:                      Public Affairs/ Professional Education

Employee in Position:                * * * VACANT * * *

Reports To:                         Deputy Director, Conference Services Operations and Customer                                                                 Experience, Professional Education

Scope:                                  F/T; Exempt; Permanent

Date:                                     June 2018

This position is contingent on receiving satisfactory results on a post-employment criminal history background check 

Position Summary:

Under the direction of the Senior Vice President of Professional Education and the Deputy Director of Conference Services Operations and Customer Experience, the Senior Manager has the responsibility for managing the operational and administrative functions of Conference Services Operations and Customer Experience for the Education Department. This position provides valuable operational and administrative expertise for the Education team. This position assists in coordinating events, provides administrative support, develops conference mobile applications, and manages conference registration and customer service related to association conference services operations.

Specific Responsibilities:

Conference Registration

  • Evaluates conference registration processes to determine areas for improvement and enhancement;
  • Analyzes best in class registration companies, securing external conference registration vendor for various AHIP conferences, contracting for registration services and managing the ongoing relationship with selected registration vendor;
  • Works with third party vendor to provide deliverables in a timely fashion, review and test websites prior to launch, monitor process on an on-going basis, and ensure timely launch of registration websites;
  • Test and manage integration of registration websites with iMIS membership database;
  • Collaborates with internal web-based teams to enhance the AHIP based ecommerce tools to implement best in class service;
  • Communicates regularly with finance teams on financial elements of registration (e.g., refunds, cancellations, credit letters);
  • Works closely with attendees and exhibitors to identify ways to enhance and streamline their registration experience;
  • Facilitates registration projects by interfacing with other departments (web, marketing, finance, business development, etc.) to help ensure timely registration services; and
  • Performs ongoing registration demographic analysis; Develops pre- and post-event reports and analysis to determine effectiveness of events for future business planning.
  • Communicates conference-related registration information to appropriate AHIP internal staff;
  • Ensures quality control and integrity of incoming registration data for IMIS;
  • Leads, directs and manages RFP Process to procure registration vendor for AHIP events;
  • Manages the daily interactions with the registration vendor;
  • Develops registration rates for conferences and prepares budget justification;
  • Works with the marketing and graphics department to complete the multiple graphic requirements including conference websites, badges, and other materials;
  • Enters registrations and related accounting information into the meeting module software as needed;
  • Runs registrant-proofing reports and assigns or performs proofing as required;
  • Works with third-party vendor to merge registration data from multiple systems and proofs for accuracy;
  • Produces weekly registration report and other registration-related reports on an “as requested” basis;
  • Assesses and evaluates registration vendor performance and customer service;
  • Leads training for new staff and temporary staff on the Registration processes onsite at conferences; and
  • Works with the business development team to create a VIP registration experience for clients onsite.

Event Administration, Support and Coordination

  • Supports the management of speakers for conferences
    1. Assembles and distributes logistical information and manages associated tracking of details;
    2. Organizes speaker bios and photos, and updated titles, contact information, etc for AHIP database, the website, app, and onsite materials;
    3. Communicates effectively with speaker about deliverables and deadlines;
    4. Coordinates conference calls with appropriate AHIP staff and conference speakers.
    5. Coordinates speaker PowerPoint presentations for website and conference app as needed;
    6. Maintains strict confidentiality with all speaker information; and
    7. Tracks and maintains accurate information about speaker and conference deliverables.
  • Drafts post-conference emails, general thank you letters, and other correspondence as needed;
  • Assists with meeting logistics and administrative tasks, including reproduction of conference materials, distributing hotel and conference supply inventory;
  • Leads project management and oversight of conference app for all events;
    1. Collect data from other departments (marketing, business development, etc) to create and design the app;
    2. Develop production timeline prior to each event;
    3. Manage relationship with vendor;
    4. Analyze post-conference reports to determine best practices and research new features to include;
  • Continually reviews and prioritizes division processes and communications for potential improvements; and
  • Develops online conference surveys in mobile app, tabulates result and makes strategic recommendations based on research results.

Customer Service Functions

  • Monitors and maintains team customer service standards;
  • Serves as primary customer service contact and manages inquiries related to conferences via telephone, email and in-person at programs, conferences and/or special events;
  • Provides onsite leadership and supervision of attendee registration at conferences;
  • Provides efficient and friendly onsite registration services and other responsibilities as assigned; and
  • Performs necessary follow-up with potential leads via email and phone to gain commitment for attendance at AHIP events.

Additional Functions

  • All other duties as assigned.

Supervisory Responsibility:

  • None

Skills:

  • Detail oriented, strong multi-tasking and time management skills including the ability to effectively prioritize and execute tasks conforming to shifting priorities, demands and timelines quickly;
  • Adaptable to schedule changes and last-minute requests;
  • Excels working across disciplines and under tight deadlines;
  • Is a problem-solver;
  • Excellent telephone and interpersonal skills;
  • Ability to deal with stressful situations in a calm manner;
  • Expertise in Microsoft Excel and Office suite of products, familiarity with Access a plus;
  • Familiarity with iMIS a plus;
  • Strong administrative, communication (verbal & written), organizational, diplomacy and follow-through skills;
  • Ability to work within a team setting; performance and work-style encourages a team-like atmosphere while maintaining individual performance standards and effectiveness;
  • Aptitude for accounting functions and budget creation and management;
  • Data analysis and database management skills; and
  • Working knowledge of etouches event cloud-based management software platform.

Experience:

  • 5 years of experience in conference planning, operations and customer service
  • 5 years of experience in event planning environment preferred
  • 5 years in association management a plus

Education: Bachelor’s Degree, preferably in Business

Physical Work Activities & Conditions:

  • Continuous sitting for prolonged periods more than 2 consecutive hours in an 8-hour day.
  • Keyboard use of greater or equal to 50% of the workday.

Percent of Travel:            25%-50%
The purpose of a job description is to describe the overall function and general responsibilities of a job. Job descriptions are used in hiring and training and to provide employees with a better understanding of employer expectations. Actual job functions and duties will vary as job responsibilities and business needs require.

Equal Opportunity Employer

America’s Health Insurance Plans (AHIP) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, disability, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran.

Interested candidates are requested to visit AHIP’s Career Website: https://www.ahip.org/about-us/careers-at-ahip/  for further instructions on resume submission.

How to Apply

Equal Opportunity Employer M/F/D/V

AHIP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, disability, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran.

AHIP does not sponsor applications for work visas.

In order to request consideration for an opened position at AHIP, all candidates must complete an AHIP Job Application and submit it, along with a current resume and cover letter that includes your requested salary range. We also ask that you complete and return the three voluntary forms that aid us in our attempt to meet our affirmative action goals:

All voluntary documents will be used for Affirmative Action tracking purposes only, and will be held confidentially in our Human Resources Department. They will not be viewed during the hiring process.

Once completed, all forms should be returned to our recruitment mail box at: hr@ahip.org or mail to:

America’s Health Insurance Plans (AHIP)
ATTN: HR Dept/PESMC
601 Pennsylvania Avenue, NW
South Building, Suite 500
Washington, DC 20004