Position Summary:

The Conference Board's Executive Programs which includes our Councils is a 100+ year tradition of executives sharing knowledge, experience, and insights through more than 150 confidential peer networks, 45 of them in Europe. Councils are well known in the business community for their access to timely, relevant research and leading thinkers, and for the strategic, business focus of discussions. Each Council is supported by a subject matter expert (Council / Program Director) and a Manager, Executive Programs Services who collaborate to ensure that members and participants receive the personalized, professional service they expect from The Conference Board.

The Manager, Executive Programs Services is responsible for relationship management and membership retention of senior executives in assigned Executive Programs. The Manager acts as the primary contact for Executive Programs members and participants, responsible for the A-Z of post- and pre-meeting logistics (hybrid, virtual or in-person), including administration of assigned Products.  A key player in connecting Executive Programs Members with the knowledge developed and created by The Conference Board and other sources. In addition, the Manager makes significant contributions to departmental strategy and operational decisions.

Responsibilities:

The Manager of Executive Programs will:

• Oversee Council meeting operations
• Ensure Council Members have information and materials required for a valuable Council experience
• Maximize Council Member engagement and retention
• Maintain timely and accurate meeting expense forecasts
• Support the invoicing process to ensure timeline payments.

Member Relationship Management and Support

• Serve as a key point of contact for Members within your portfolio of 5-6 Councils, supporting them as they participate in meetings and access TCB content, subject matter experts, events, and resources.
• Proactively ensure that each member fully participates in his/her Council, leveraging the value of each council seat. 
• Support Members between meeting interactions through their use of TCB's online Community and other web based resources including but not limited to Council check in calls, benchmarking projects, and webcasts.
• Encourage and help Members to make cross-Council connections.
• In collaboration with Associate Directors and Program Directors, develop a plan for how TCB will connect content and other resources to address Members' business needs.
• Working with your Program Director, ensure all written communication to Members (meeting agendas, etc.) are well written, high quality and engaging.
• Analyze Member feedback from Council meetings and work proactively with your Program Director and Associate Director to continuously improve the Member experience.
• Working with the Program Director, ensure Council discussion highlights are captured and shared with Members as insights.
• Ensure meeting evaluation feedback is addressed and incorporated into future meeting planning.
• Attend all Council meetings, ensuring smooth execution and a high quality experience for each Member.
• Protect Member privacy and confidentiality, safeguarding confidential information shared.

Member Retention:

• Track data-driven metrics and develop/execute proactive plans to meet and exceed Member retention goals.
• Proactively identify at-risk Members and work with Program Director and Associate Director to execute a retention or replacement plan.
• Report Member engagement data using TCB systems.
• Following the TCB model, welcome new Council Members to ensure a strong, initial experience.
• Support the vetting and confirmation process for replacement candidates nominated by Members leaving the Council.
• Partner with the Sales team as they recruit replacements for exiting Members.

Meeting Operations:

• Working with the Program Director, ensure each meeting remains on schedule and on topic.
• Execute and manage Council meeting logistics to ensure a high quality Member Experience. These aspects include but are not limited to facilities, food and beverage, hotel accommodations, ground transportation, AV and tech support, materials, hospitality/entertainment for all meeting formats:

• Meetings held at TCB offices.
• Meetings held at a Member's facility.
• Meetings held at a hotel or other public venue.
• Meetings held virtually, using remote technology.
• Hybrid meetings that combine remote and in-person attendance.

• Collaborate with Meeting Associate to secure hotel accommodations (and meeting space when needed), restaurants and/or group activity and ground transportation.  
• Own and resolve Member problems as they arise.
• Track attendance and Member feedback.
• Manage regular cost forecasts.
• Execute each meeting within budget.
• Continuously seek opportunities to improve our process and enhance the Member experience.

Essential Functions:

• Member Relationship Management and Support
• Member Retention
• Meeting Operations

Knowledge and Skills:

• Strong oral and written communication skills.
• Naturally curious and a quick, agile learner.
• Sociable and service oriented.
• Customer relationship management (ideally with C-level executives)
• Fluent English, additional European languages a plus;
• Strong time management skills and able to manage multiple, competing priorities in a dynamic environment.
• Strong team orientation.
• Outstanding organizational skills and attention to detail.
• Ability to handle adverse and unexpected situations in a composed and professional manner.
• Ability to adapt to and initiate change in a fast pace & agile environment.
• Working knowledge of MS Office products and database management.
• Affinity towards our company mission and interest in, and understanding of our knowledge areas.
• Ability to travel frequently.

Education and Experience Requirements:

• Bachelor's degree required.
• Minimum of 2-3 years' work experience, preferably in a customer facing role.
• Hospitality or event management experience is a plus.