PCO - Senior Customer Care Coordinator

Job Title:

PCO - Senior Customer Care Coordinator

We are a global engagement and marketing agency that creates human‑centric touchpoints that unleash the power of people to deliver innovation and growth. Firm believers in the power of building community since 1987, we are helping brands, associations and not‑for‑profit organisations solve their key people challenges through our core expertise:
Live & virtual events, Strategic & digital communications and Consulting & community solutions. We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 62 offices in 34 countries.

MCI Benelux is looking for an enthusiastic Senior Customer Care Coordinator
, who will work closely with the Customer Care Manager and Coordinators as well as other Business Unit talents.

• Work with the client to establish business processes for Registration, Travel & Accommodation and communicates those to the internal support departments (creation of specific SOP’s needed it be)
• Responsible for ensuring accurate setup for registration delivery for all allocated clients
• Responsible for Quality Check of all allocated client deliverables and client websites
• Prepare and train the Customer Care Coordinators on registration functionality and all deliverables prior to the event launch
• Prepare weekly checkpoints containing registration figures, # Accommodation/travel, if applicable and suggested actions to be taken for allocated Clients
• Prepare Post‑Event Report after the completion of the event in close collaboration with Customer Care Coordinators
• Create and monitor registration pace reporting with year‑over‑year information to identify trends and react accordingly to those trends
• Responsible for a full project plan with all aspects of the event and delivery. This project plan would contain information on client onboarding and discovery, website builds and launch, data and application integrations, onsite planning, requirements, etc.
• Coordinate and lead for allocated Clients the event onboarding meeting, weekly client meetings, pre‑onsite meetings and post‑event meeting
• Support in the coordination, together with the Customer Care Manager, the yearly event priorities

• Coordinate speaker and abstract management for several events & congresses and conferences
• Build abstract submission platforms according to the client's needs and follow up on reviewing and selection processes
• Create and plan speaker's communications
• Oversee communication, such as email and social media interactions, with potential speakers
• Ensure a smooth collaboration between conference secretariat and speakers, providing and collecting all necessary information/deliverables
• Facilitate creation of conference programme by coordinating and centralising speaker and abstract management information to client, account manager, project manager and/or programme manager
• Complete procedures (SOP), documents, forms, reports that are essential to the day‑to‑day operations of the programme & speaker coordination of events
• Oversee onsite speaker management
• Post‑event evaluation and follow‑up with all stakeholders (internal and external)>

• Prioritise and manage workload across multiple tasks and projects and ensure delegation of tasks to CSU coordinators with proper support
• Make independent decisions to resolve issues effectively.
• Build and maintain strong relationships with key internal & external stakeholders: clients, suppliers, IT, marketing, accounting, team members, executive leadership
• Advocate a high level of service attitude and professionalism
• Respect timelines and critical dates and related action items
• Accept to work certain weekends (linked to dates of events taking place)
• Be available to travel internationally with a minimum of 4 times a year

• Proactively assist the CCM with the coordination of the team ensuring all deadlines and priorities are met, via regular meetings and appropriated reports.
• Be the back‑up of- and lead the team during the absence of- the Customer Care Manager
• Set‑up and…