Experience Manager

The Experience Manager’s primary purpose is to wake up every day thinking about the creation of exceptional experiences for EnterpriseKC (EKC) Stakeholders and Associates. The individual is responsible for ensuring clients and guests are provided the most productive, interactive, and collaborative experience in every encounter with EKC. The Experience Manager plays a pivotal role in shaping the culture and reputation of EKC through the delivery of unparalleled experiences. By embodying the principles outlined in the Experience Planning Playbook, this role ensures that EnterpriseKC remains synonymous with excellence in every interaction.

OWNERSHIP

• The Experience Manager is the custodian of the EnterpriseKC Experience Planning Playbook.
• All internal and external EnterpriseKC events.
• Oversite of experience criteria for all EnterpriseKC products and programs.
• EnterpriseKC onboarding and culture development.

ESSENTIAL FUNCTIONS

• Exceeding guest and associate expectations by focusing on every detail – achieving the “wow” factor through high-touch, high show, and high tech.
• Employ the “Show” lens in every internal and external event / interaction:
• Theme: Every Show has a theme.
• Design: End-to-end design – from the moment the guest steps off the plane to the moment they leave to return home, everything is orchestrated, and everything is scripted.
• Details: Sweat every detail; even the smallest.
• People: Push the people out front – our associates are our best asset; it is essential to make them part of the show.
• Magic: Create a few ‘magic moments” – make them say and feel a sense of “wow”.
• Oversee the execution of the Experience Planning Playbook across all touchpoints within EnterpriseKC.
• Act as the primary point of contact for matters relating to culture and stakeholder experience.
• Strategize and collaborate across teams to ensure that all event and meeting requests are in alignment with client, partner and vendor needs.
• Work with Pillar and Cluster leaders to ensure products and programs meet experience objectives.
• Plan and execute new associate onboarding and deliver culture and experience expectations to new hires.
• Collaborate with cross-functional teams to integrate experience elements seamlessly into operational systems.
• Develop and deliver training programs to ensure all associates understand their role in creating magic moments.
• Point of contact and management of external event planning and execution related to all EKC events.
• Lead post-show debriefs to evaluate experiences against objectives and identify opportunities for enhancement.
• Full life cycle planning and execution of internal and external events.
• Meeting management / support, food and beverage planning and hospitality touchpoints.
• Survey internal and external key stakeholders to ensure objective alignment.
• Analyze budget and calibrate against ROI.
• Operational oversight of facility and office space.

GENERAL FUNCTIONS

• Compile weekly meeting and event schedules to distribute to all associates
• Become familiar with the EKC Datasphere CRM functionality to produce desired reports related to meetings hosted, partners hosted, etc.
• Facilitate the completion of the Show Backgrounder and Show Planner documents for all formal meetings.
• Ensure adherence to quality standards and delivery systems to consistently exceed guest expectations.
• Maintain integration among guestology, quality standards, delivery systems, and other elements of the experience.
• Foster a culture of continuous experience improvement by collecting feedback and implementing actionable insights.
• Stay up to date with industry trends and emerging technologies related to experience management.
• Comply with all company policies and proactively protect confidentiality of Client and company information.
• Develop and deliver weekly Progress, Problems, Plans (P3) report.
• Additional responsibilities as assigned.

SKILLS AND EXPERIENCE

• Ability to simultaneously manage multiple tasks and projects in a fast-paced, deadline driven environment.
• Clear, concise verbal and written communication skills.
• Strong presentation skills.
• Strong time management and organizational skills, including planning, goal setting, organizing, scheduling, and prioritizing.
• Proficiency with project and stakeholder management.
• Ability to put team success above personal preference.
• Ability to work outside of normal business hours as needed.
• Strong, Word, Excel, and PowerPoint skills (MS Teams and MS Project skills a plus).
• Capacity to document processes, procedures, and data governance policies comprehensively.