Everyone knows that Hockey is more than just a sport, it’s a way of life. If you are looking to join the world leader in providing hockey-related technologies, analytics and information services, now is your chance to bring your obsession for hockey and your passion for technology together.
At HockeyTech we have built a close-knit team of incredibly talented people passionate about building lasting value for our customers. We offer the world's deepest range of IT services for hockey organizations and are building new applications that will revolutionize the sport.
Customer Engagement Manager - Events
Primary responsibility is to ensure all events are being managed from end-to-end. This role will work closely with facility partners, broadcast partners, colleagues in Operations, Marketing and the Customer Engagement Manager team to ensure every requirement is being managed.
When events are not busy this role will be focusing on creating and nurturing long term relationships with customers and foster an environment focused on success. The Customer Engagement Manager - Events will assist with focusing on solutions and look to drive new revenue opportunities while meeting the goals of the customer and the company.
Assist in maintaining a contact list of contractors whom would provide support to a successful stream and a master list of suppliers that provide equipment, staffing.
Coordinate travel requirements for event staff, contractors or suppliers.
Manage event scheduling and engage/communicate with internal staff to implement and publish.
Manage graphics needed for events and coordinate with the Marketing team to promote and raise awareness of event.
Coordinate with event contacts to promote event through the use of email, signage, advertisement or social media.
Manage all costs associated with an event and store in documents or Zoho Projects.
Escalate issues as they arise, through to colleagues, to the Customer Engagement Manager team or management needing to know.
Manage the entire process flow through the use of Zoho Projects and other documents required and manage close down process or review of event once completed.
Manage payment approval process for contractor and suppliers.
Generate reports relating to events when required.
Recommend improvements for process flow to gain efficiencies.
Work closely with the Customer Engagement Manager to facilitate all needs for events;
Coordinate internally with System Analyst to ensure all IT equipment needed for a successful event is available, working and shipped a head of time to the venue.
If any equipment shipped is not working correctly, work with contacts at event and System Analyst to get replacement equipment.
Create open lines of communication with customer relationships.
Engage League/Team and develop relationships.
Act as conduit for transition, on-boarding or training processes of customers with Customer Support.
Detail customer expectations and communicate with other team members - then manage those expectations through constant interactions and engagement.
Attend events for Leagues/Teams to promote product mixtures.
Generate reporting for customers whenever required.
Facilitate/Handle issues that may be escalated to the Customer Engagement Manager and follow through to completion.
During the off season, typical shift is weekdays from 0900 until 1700.
During the hockey season, typical shift is Tuesday to Saturday.
There is an expectation of working after hours. You will need to be available to address issues as they arrive when events are taking place.
Travel is expected.
Reports directly to the Director, Customer Success.
Engage in planning processes for group.
Other duties as assigned.
We’re committed to an inclusive, accessible work environment, where all employees feel valued, respected and supported. We will happily provide accommodation for applicants with disabilities as part of our recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require additional accommodation.
Only applicants selected for an interview will be contacted.