Registration Manager – Customer Experience & Design
Bilingual French / English
Embark on the next step in your career journey with Direct Travel!
The Registration Manager (RM) is responsible for communicating with program attendees and managing the overall success of the attendee experience. This role is critical in managing multiple elements of registration, execution, and post-program responsibilities while partnering with the internal team. Additionally, the RM collaborates with the client, supplier partners, and internal team members related to each program.
This may be a fully remote (based on distance to the office) or a hybrid (currently two days in the office required) position.
Office Location is Toronto, Ontario, Canada
Expedition Expectations
Client :
- Understands client / attendee interests, issues, expectations, and priorities
- Adheres to Creative Group policies regarding appropriate and professional client / attendee interaction
- Participates and consults during client discovery meetings and collaborates with Program Manager and Event Technology Project Manager to translate specific client needs into registration requirements
- Actively participates in ongoing client planning calls by contributing to registration discussions
Registration Operations :
Manages registration database to maintain data integrityProduces and maintains reports and manifests as needed, with an understanding of how this data affects the program integrityCollaborates closely with Program Manager and other internal team members to ensure data is continually aligned with program needsWorks in partnership with internal departments to manage program deliverables pertaining to Event Technology Project Manager website build and Travel Services airline ticketingPartners with Project / Program Manager to provide personalized print materials based on registration dataManages on-site attendee experience if on-site for program executionInteracts directly with attendees on program related inquires contributing to the overall positive attendee experienceActs as main contact for hotel room requirements and manage all aspects of hotel room block including attrition deadlines, special requests, etc.Creates timelines for tasks specific to registration in collaboration with Program ManagerEnsures quality, synchronicity, and on-time delivery of all program deliverablesFinancial Management :
Able to interpret and manage contract terms related to aspects of the program design (i.e. transportation, attrition, activities, etc.)Works in tandem with the Program Manager on budget and scoping management as it pertains to registrationReconciles final hotel room invoice and any other suppliers worked with directlyUnderstands labor hours as it relates to program profitabilityLeadership :
Be a sought-after partner by building trust with clients, attendees, internal team, and external partnersLeads internal registration teamsLeads, guides, and consults internal partners on discussions related to registrationStrives to develop process efficienciesBuilds strong working relationships with internal and external team membersSeeks opportunities for growth and developmentMay onboard new hires to ensure that standard SOPs are followedSeek feedback, absorb, and act in the spirit of continuous personal developmentGathers, shares, and applies learnings for continuous process improvementCan adapt and work successfully with any client, partner, and programWorking Conditions :
Ability and willingness to work extended workdays and possible weekendsAccessibility during core business hoursFrequent use of a computer and other office equipmentAbility to lift 20 lbs.Frequent sitting, standing, and walkingAbility to travel as neededPerforms other duties as assigned.
Passport to Success
Bachelor's degree in Hospitality, Business, or a related field, or a combination of education and experience is requiredMinimum of 2 years of experience in data management / customer service is required, or relatable experienceProficiency in Microsoft Word, Excel, and PowerPointKnowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration toolsProficient in database management toolsBilingual in English and French is an asset.Going the Extra Mile
Models behavior that reflects our organization’s Vision and Core BeliefsMust possess excellent interpersonal skills to be able to work cross-functionally, develop strong and positive internal and external relationships with the client, deliver superior customer service derived from a spirit to help and serve others, and to help onboard othersModels a positive, solution-based approach and be flexible and open to change to be adaptable to clients, partners, and teamsMust possess self-awareness to understand own strengths and areas of opportunities, and how their behavior / words affect othersMust be able to work autonomously, while thriving in a team environmentMust possess solid verbal and written communication skills to convey and express thoughts and ideas and to write emails with a professional toneMust be organized to be able to manage multiple projects and tasks, in various phases, simultaneously, and prioritize deadlinesMust possess analytical skills to apply efficiencies and streamline processesMust take initiative and be resourceful, and be able to work independently with clientsMust be an active and discerning listener to identify participants’ needsMust be able to maintain client confidentialityBenefits Onboard
In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.
Our Brand Voyage :
About Direct Travel and Creative Group
For Creative Group A subsidiary of Direct Travel, Creative Group designs global programs and experiences that reward excellence and inspire people to reach their full potential – we call it Thrivability. Creative Group is a full-service performance improvement company specializing in meetings and events, group incentive travel, employee engagement and recognition, sales incentives and channel loyalty programs. Creative Group serves a client roster of Fortune 500 companies in a broad range of industries.
Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit .
Direct Travel is an EOE / AA / Veteran / People with Disabilities employer
If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.
