Customer Experience Senior Support (event Mgmt & Support) - DHL CSI Innovation Center AP

Customer Experience Senior Support

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions. Discover the unique, international spirit of DHL where your commitment is recognized and rewarded.

In this role, you will deliver high-class major customer engagement events - virtual and in-person - independently based on customer, BU and sector requirements. Manage and optimize the necessary tools, concepts and systems. Continuously optimize the real and virtual visitor experience at the DHL Innovation Center and transform the Innovation Center into an inspiring customer engagement platform by ensuring a successful, seamless, and consistent end-to-end visitor experience.

Responsibilities include ensuring and improving high-quality processes, information, and data with respect to event booking, internal alignment with other innovation center teams as well as the execution and control of (innovation) events in the innovation center or virtual, i.e. ensuring high quality for all events and delivering major events.

Activities span across conference logistics and operations, vendor negotiation & management as well as branding.

Day-to-Day Event request & handling

• Ensure timely and effective response to event requests from internal DPDHL teams and visiting delegations
• Oversee booking of events in the event management tool Skedulo, and ensure follow-up with event requestor and align/support if needed
• Coordinate the practical event organization: Incitation, registration, badging, meeting room set-up, catering orders, special services, focusing on high-quality service delivery to internal and external audiences
• Own weekly event meeting by collecting all event information from central booking tool, validate open questions with team
• Ensure timely information of all relevant parties on upcoming events and keep overview for operations team up to date at all times

Management of Events

• Execute and control (innovation) events in the innovation center or virtual; steer efforts, vendors and internal parties and ensure flawless execution
• Responsible for management of an event, end-to-end, or own selected work streams within a larger project organization

Overall Event Logistics

• Negotiate vendor agreements and ensure cost effectiveness, quality standards and legal requirements are met
• Catering (Food & Beverage) Management - analyze requirements, develop catering options and proposal, steer implementation, sign off on BOEs
• Exhibition planning and executing for large conferences: determine layout, # of exhibitors, booth setup; liaise with internal and external partners to sign up exhibitors; be point of contact

Overall Event Operations

• Prepare and initiate invitation and registration management including communications plan for customers, internals and vendors
• Determine branding and collateral needs, work with graphic support & agencies on developing and printing relevant material

Event Pipeline

• Own management & regular reporting of event pipeline (weekly & monthly)
• Responsibility for compliant booking process and and high data quality (customer name, event date etc.

Building and Enhancing Event Mgt Function, Processes and Tools

• Leverage best practices and resources • Provide continuity in terms of customer experience and quality across all events. Provide value and cost savings while utilizing the best quality and type of production elements o Prepare event budget o Track execution and ensure adherence to approved budget o Manage projects of varying degrees of complexity from small regional events to large global conferences o Ongoing management of external resources & suppliers • Develop new event & briefing formats in collaboration with customer engagement team • Proactively use customer feedback to drive optimization • Regular screening of markets on latest event trends and pro-active suggestions on improvement measures • Act as the expert on tool application for virtual formats • Development & regular updates of SOPs

What we're Looking For

• At least 2-3 years of experience
• Strong customer focus
• Strong organizational skills and meticuous
• Result-driven attitude
• Strong communicator and relationship builder
• Strong team player and "hands-on" approach
• Strong Microsoft office skills
• Advanced project management skills
• Detailed orientated
• Quick learner
• High level of flexibility
• Willingness to work weekends occasionally
• Bachelors' or Diploma in Event Management, Marketing, Communication or similar