Registration Manager

**Registration Manager - Customer Experience & Design** - **Remote**

**Bilingual French/English**

**Embark on the next step in your career journey with Direct Travel**

The Registration Manager (RM) is responsible for communicating with program attendees and managing the overall success of the attendee experience. This role is critical in managing multiple elements of registration, execution, and post-program responsibilities while partnering with the internal team. Additionally, the RM collaborates with the client, supplier partners, and internal team members related to each program.

This may be a fully remote (based on distance to the office) or a hybrid (currently two days in the office required) position.

Office Location is Toronto, Ontario, Canada

**Expedition Expectations**

**Client**:

- Understands client/attendee interests, issues, expectations, and priorities
- Adheres to Creative Group policies regarding appropriate and professional client/attendee interaction
- Participates and consults during client discovery meetings and collaborates with Program Manager and Event Technology Project Manager to translate specific client needs into registration requirements
- Actively participates in ongoing client planning calls by contributing to registration discussions

**Registration Operations**:

- Manages registration database to maintain data integrity
- Produces and maintains reports and manifests as needed, with an understanding of how this data affects the program integrity
- Collaborates closely with Program Manager and other internal team members to ensure data is continually aligned with program needs
- Works in partnership with internal departments to manage program deliverables pertaining to Event Technology Project Manager website build and Travel Services airline ticketing
- Partners with Project/Program Manager to provide personalized print materials based on registration data
- Manages on-site attendee experience if on-site for program execution
- Interacts directly with attendees on program related inquires contributing to the overall positive attendee experience
- Acts as main contact for hotel room requirements and manage all aspects of hotel room block including attrition deadlines, special requests, etc.
- Creates timelines for tasks specific to registration in collaboration with Program Manager
- Ensures quality, synchronicity, and on-time delivery of all program deliverables

**Financial Management**:

- Able to interpret and manage contract terms related to aspects of the program design (i.e. transportation, attrition, activities, etc.)
- Works in tandem with the Program Manager on budget and scoping management as it pertains to registration
- Reconciles final hotel room invoice and any other suppliers worked with directly
- Understands labor hours as it relates to program profitability

**Leadership**:

- Be a sought-after partner by building trust with clients, attendees, internal team, and external partners
- Leads internal registration teams
- Leads, guides, and consults internal partners on discussions related to registration
- Strives to develop process efficiencies
- Builds strong working relationships with internal and external team members
- Seeks opportunities for growth and development
- May onboard new hires to ensure that standard SOPs are followed
- Seek feedback, absorb, and act in the spirit of continuous personal development
- Gathers, shares, and applies learnings for continuous process improvement
- Can adapt and work successfully with any client, partner, and program

**Working Conditions**:

- Ability and willingness to work extended workdays and possible weekends
- Accessibility during core business hours
- Frequent use of a computer and other office equipment
- Ability to lift 20 lbs.
- Frequent sitting, standing, and walking
- Ability to travel as needed

**Performs other duties as assigned.**

**_
Completed COVID19 Vaccination is required for any role where an employee engages in travel on behalf of Creative Group (international or domestic) and/or has any physical contact with our clients or event participants. This role includes travel and physical contact with clients and event participants. New employees must submit proof of completed vaccination prior to their start date._**

**Passport to Success**
- Bachelor's degree in Hospitality, Business, or a related field, or a combination of education and experience is required
- Minimum of 2 years of experience in data management/customer service is required, or relatable experience
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
- Proficient in database management tools
- Bilingual in English and French is required.

**Going the Extra Mile**
- Models behavior that reflects our organization’s Vision and Core Beliefs
- Must possess excellent interpersonal skills to be able to work cross-functionally, dev