The Meetings and Events Service Delivery Manager - EMEA leads the execution of customer events and drives performance, processes, and quality standards across the region. They are responsible for elevating team performance and Amazon Meetings & Event's (AM&E) reputation through excellence in service delivery. Working within AM&E's global strategy, they optimize and implement programs while developing team strategies, leading initiatives, and maintaining governance standards. Success in this role requires strong multi-directional leadership and communication skills, with an ability to coordinate effectively across all organizational levels.
This role is responsible for working with a team that is focused on developing best-in-class travel and event programs.
At Amazon, we are committed to and invested in sustainability because it’s a win all around – it’s good for business, the planet, our customers, and our communities. Amazon has co-founded and signed The Climate Pledge, a commitment to reach net zero carbon by 2040. This science-based goal is a multi-year carbon emissions reduction goal that is aligned with getting to carbon neutrality 10 years faster than the latest scientific guidance.
Key job responsibilities
• Identify service, communication and process improvement opportunities throughout events delivery.
• Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.
• Under the leadership of the Global Service Delivery Manager, develop, deliver and implement strategic plans for the delivery of events
• Daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
• Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
• Leads localization of global SOPs, best practices, and job aids to meet regional customer needs and country/city nuance as appropriate.
• Maintain frequent contact with key stakeholders. Share programmatic updates, feedback, and need to know information.
• Regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction and expected results at all times.
• Analyzes event processes and outcomes to identify areas for enhancement, then partners across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.
• Maintain knowledge of current trends and innovations in the meetings and events industry.
About the team
We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.
Amazon Meetings and Events (AM&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel or a mix; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.• Demonstrated experience in Event Management or Program Management role.
• Experience working in either meetings and events held within corporate facilities or held at non-corporate facilities (hotels, conference centers, etc.).
• Experience managing events across campus and remote environments
• Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
• Intermediate to advanced user-experience with common Meeting Management technology.
• Proven ability to define and execute change strategies.
• Experience with cross-functional teams to dive deep and find solutions to complex problems.
• Effective resource management and project management skills.
• Bachelors Degree.
• Meeting planning, strategic sourcing, or hospitality experience.
• CMP (Certified Meeting Professional) or other industry certification.
• Strategic Meetings Management Program (SMMP) experience desirable in either 3rd Party or buyer role.
• International meeting & event experience.
• Microsoft Visio or CAD experience.
• Advanced user-experience with common Meeting Management technology.
• 3rd-Party vendor/agency experience with direct account management, operations, and/or customer interface.
• Experience communicating with technical and non-technical stakeholders.
• Demonstrated ability to think strategically and successfully execute tactics.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
