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Reports to: Media & Graphics Manager

Purpose of the Role

The Media & Graphics Operations Planner is responsible for planning and managing the production and installation process for the full range of ExCeL London Media’s events. The role is responsible for the cohesive operation of ExCeL London Media’s service delivery from the point of sale for assigned events. The role holder will drive the project management process and maximise revenue where possible, working in an efficient way to ensure media projects are delivered successfully and to deadlines. The role holder will also be proactive in supporting media projects to enhance the customer experience and improve service delivery.

Responsibilities

As the central point of contact for assigned events this role is specifically responsible for managing a range of events in ExCeL London Media’s portfolio. The role will also involve active participation in pre-sales meetings and discussions as necessary. The role holder is responsible for maintaining full knowledge of all aspects related to their assigned events.

It is this role’s responsibility to effectively pre-plan, manage and operate a portfolio of media installations of various sizes and complexity across the ExCeL London site and ensure that the installation of these products fits into the event schedule to achieve maximum efficiency and optimum levels of service delivery across internal and external teams.

The role is also responsible for all event related administration including raising and managing purchase orders.

Liaise and develop relationships with clients, working closely with them to produce the appropriate schedule for their event by investigating customer needs to deliver required results. This is to be achieved through onsite client visits and planning meetings as appropriate. The role is responsible for managing all media requirements and agreeing organiser signage requirements on designated events and will act as their main sales contact in these cases working closely with the commercial sales teams to adopt a consultative sales approach which matches the customer’s requirements and maximises potential revenue.

Constructively and effectively manage client meetings and event planning meetings, ensuring that action points are completed according to the agreed timescales and future actions planned and carried out.

Undertake presentations and site tours with clients in a confident and professional manner to ensure all needs are met.

Provide maximum customer satisfaction for clients by ensuring that installations are to specification and delivered in the manner anticipated through visual inspection. This will involve checking that all booked signage and branding is located correctly for each event. Maintain on-site

client liaison during event build, confirming that all items are meeting expectations and are signed off by the client for each event.

Create a signage schedule and agree/ follow artwork deadlines with appropriate suppliers and with the client and internal teams. Proactively monitor progress, approval and delivery of artwork for shows allocated within an appropriate timeframe for the events in question. Handle the print and supplier liaison for assigned events, evaluating performance of service providers according to set KPI’s, ensuring feedback is provided as necessary.

Establish effective relationships with external agencies as required, maintaining excellent communications at all times.

Participate in the review of existing work processes and systems within the team and highlight ways to improve and streamline ways of working to achieve time savings and efficiencies. Act as a champion for system and process improvements. Investigate and report pre-designed and developed print management packages as identified and contribute to team monitoring of optimum ways of working.

Maintain a record of images of all installed branding for your event to share with clients to demonstrate that their branding has appeared on time and in the manner expected. Maintain the Media Sales photo library to use in future sales and marketing efforts and case studies.

Collate event revenues as well as supplier costs to measure against given budget figures, updating the event forecast on a weekly basis and maintaining monthly forecast figures.

Ensure budgets are kept in line with forecasts and highlight any expected/unexpected shortfalls as early as possible.

Core Competencies

Communications Skills: Excellent verbal and written communication skills. Ensures clarity of understanding through active listening and seeks clarification where necessary. Expresses self clearly, concisely and professionally, presents ideas well and in a logical manner. Demonstrates an awareness of non-verbal communication. Able to confidently communicate with all ExCeL stakeholders with a warm, welcoming, professional & friendly visual presence.

Market and Customer focus: understands the needs of the customer to deliver a high-quality service and encourages others to proactively increase customer satisfaction and experience. Solution focussed and able to reassure clients.

Planning and Organising: Ability to time manage, ensuring tasks are completed within deadlines and to agreed standards, patient and calm under pressure. Anticipates potential problems and develops realistic contingency plans to cope with them. Ability to prioritise and manage time effectively and with a flexible approach to managing changing priorities.

Work Quality: The ability to deliver consistently high-quality work under pressure and within deadlines, exceptional attention to detail.

Initiative: Demonstrates a proactive approach to ensure all assigned tasks are completed comprehensively and efficiently. The ability to work using one’s own initiative balanced with playing a key team role

Team orientation/ achieving with others - Positively and actively engages with and supports the activities of the team in the achievement of their objectives and freely shares knowledge and information to achieve optimum outcomes.

Skills & Knowledge:

• Previous experience of event planning and support of process improvements.
• Common sense approach and process driven.
• Able to demonstrate an ability to prioritise a heavy workload and work in a highly organised manner.
• Evidence of having relevant event planning/co-ordinating knowledge
• Familiarity with print and installation processes is desirable, but not essential.
• Advanced level of computer literacy, confident with Microsoft Office suite including Power Point.
• Knowledge of creative design packages such as Adobe Illustrator and Digital would be an advantage.
• Proven track record of working to agreed SLA’s and KPI’s and meeting targets.

Experience:

• Previous experience in a similar position is required as is co-ordinating multiple events successfully.
• Experience of managing suppliers to ensure client expectations are met is essential to this role.

In addition to the above you are required to undertake such duties as may reasonably be required of this role. ExCeL London may update this Job Description from time to time in order to reflect changes in business requirements. This procedure will be undertaken through discussions between the job holder and their manager.