Event Services Manager

MARI is a global events and experiences company with a portfolio of premium live properties across sports, art, and entertainment. These include the Madrid and Miami Open tennis tournaments and Frieze, a leading voice in contemporary art, as well as Barrett-Jackson, the Premium U.S. Collector Car Auction Company. MARI delivers unforgettable live experiences that connect people, inspire audiences, and shape culture.

Event Services Manager

Main Purpose of Job Support the planning and delivery of a portfolio of events to:

1. Ensure positive consumer experiences

2. Manage charity program and delivery of rights,

3. Create streamlined processes for all event service requirements

5. Support timely sponsor deliverables.

Key Responsibilities and Accountabilities across all Events

Customer Service – All Events

• Providing ongoing management, support and performance oversight of the Events Coordinator ensuring efficient day to day office operations.
• Manage all facets of the Customer Service experience including maintaining the customer service platform (currently Zendesk) to perform at its optimum.
• Respond, escalate and manage all customer enquires from all platforms (ie social, email, phone)
• Recruit and manage Customer Service contract staff both pre-event and at event
• Manage Zendesk and other appropriate tools to deliver efficiencies in customer service
• Lead customer service training and solutions with the broader team providing insight and improvements.
• Manage all Frequently Asked Questions aligned with each event, working with the marketing team to understand what new elements of the events might need to be added.
• Assess Customer Service enquires and provide solutions to reduce customer enquires.
• Actively support the delivery and ongoing account management of key partners, ensuring on-site deliverables are met to the highest possible standard.

Melbourne Marathon Specific Responsibilities

• In conjunction with the Commercial Director, manage the relationship with the third-party registration platform for event participants and escalate issues through the appropriate channels.  
• Manage the end-to-end runner experience from event build, registration, waivers, transfers, customer service, and delivery/collection through to Race Week Office, at event check in and participation.
• Manage all casual staffing for registration and customer service.
• Creation and Management of Runner VIP Package program
• Elite Athlete Management including Elites, Pacers and Preferred Start participants.
• Manage all elements of the race week office outside of infrastructure (rego set-up, stationary, bib collection, pins, IT equipment including square devices).
• Manage the event timing company and all associated logistics (non operational elements)
  including management of age category winners.
• Liaise with Operations Manager on accreditation distribution and parking strategies
• Lead the management of the fundraising charity platform (currently Grassrootz) including
  registration integration and account management of charity partners (platinum, gold and
  bronze).
• Facilitate any accommodation and flight request for interstate stakeholders.
• Working with the Operations Director, manage and implement the MiTime requirements.
• Facilitate all aspects of the prize money / presentations / trophies including team trophies.
• Manage any catering requests including staff meals / vouchers
• Work with Commercial Director to order staff uniforms
• Manage merchandise program from ordering, inventory, pre-sales and onsite execution.
• Manage any licensed travel operators associated with the event
• Process all invoices in relation to Event Services (only approved budget items)
• Support strategy, planning & management for the “Avenues to access” program.
• Manage the ballot processes.
• Source, secure and manage the official App.

Great Ocean Road Running Festival

• In conjunction with the Commercial Director, manage the relationship with the third-party
  registration platform for event participants and escalate issues through the appropriate channels.
• Manage the end-to-end runner experience from event build, registration, waivers, transfers,
  customer service, and delivery/collection through to Race Week Office, at event check in and
  participation.
• Manage all casual staffing for registration and customer service.
• Manage all elements of the race week office outside of infrastructure (rego set-up, stationary, bib collection, pins, IT equipment including square devices).
• Manage the event timing company and all associated logistics (non operational elements)
  including management of age category winners.
• Liaise with Operations Manager on accreditation distribution and parking strategies
• Facilitate any accommodation and flight request for interstate stakeholders.
• Working with the Operations Director, manage and implement the MiTime requirements.
• Facilitate all aspects of the prize money / presentations / trophies including team trophies.
• Manage any catering requests including staff meals / vouchers
• Work with Commercial Director to order staff uniforms
• Manage any licensed travel operators associated with the event
• Order bus passes
• Process all invoices in relation to Event Services (only approved budget items)

Melbourne International Flower and Garden Show Specific Responsibilities

• In conjunction with the Commercial Director, manage the relationship with the third-party
  ticketing platform for event attendees and escalate issues through the appropriate channels.
• Working with the Senior Marketing Manager, manage the end-to-end attendee experience
  from event build, ticket purchase, transfers, customer service through to event entry and
  onsite experiences.
• Manage all casual staffing for registration and customer service.
• Management of catering supplier in relation to functions delivery, onsite experiences eg High Tea.
• Manage all elements of volunteer program including information booth
• Create all judging packs (score sheets etc)
• Manage all aspects of the Opening Breakfast including run sheet development.
• Facilitate any accommodation and flight request for interstate stakeholders.
• Facilitate all aspects of awards / trophies including trophy plaques.
• Set-up any square requirements
• Manage all Supplier Agreements for Royal Exhibition Building
• Key contact for all Royal Exhibition Building operational requirements
• Support Floral Content Curator in facilitating administration related to expressions of
  interest and applications
• Support Floral Content Curator in delivering Main Stage program
• Key contact for all Harry The Hirer requirements within Royal Exhibition Building
• Oversee delivery of Art Exhibition including but not limited to staffing, exhibitor engagement and selection and onsite management
• Coordinate floral judging during Event
• Manage invoicing and payment of all participants (commercial contributions and prize money)
• Manage all administration requirements for Royal Exhibition Building.