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Team Operations Manager

Closing date
10 Apr 2021

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Marketing & PR
Contract Type
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Job Details

Team Operations Manager


FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. Operating as a full-service agency partner or through embedding specialist talent into client teams, FIRST brings brands and people together through creative, connected experiences. Spanning 11 countries and with more than 400 team members, FIRST works with clients across industries including financial services, technology, media, consumer electronics, medical and healthcare, automotive, aerospace and the non-profit sector. Event Marketer Magazine listed FIRST among their "Top 100 Event Agencies" for 2020, as well as one of 2020's "Best Places to Work in Events." Crain's New York Business also recognized FIRST as one of the Top 100 "Best Places to work in NYC" for 2020, and The London Stock Exchange Group listed FIRST as one of "1000 Companies to Inspire Britain" in 2020.


In this capacity, the ideal candidate would represent the FIRST brand as a dedicated resource within our Solutions division for a management consultancy firm and assume the role of Team Operations Manager. This position is ideal for a corporate event planning professional with prior experience managing and motivating team members. Experience/knowledge of the Financial Services and/or corporate consultancy industry is highly preferred as is expertise within venue sourcing and corporate event planning. These qualities are essential to being successful in this role as the position acts as a conduit between our dedicated team, our client, and the FIRST Agency teams. This role will be reporting directly to our Director, Venue Sourcing.


Team Management
  • Manage approximately 8 direct reports
  • Oversee workload of team ensuring day to day understanding of capacity/pressure points
  • Field questions and offer guidance to team members to assist with creative problem solving
  • Resource and Succession Planning - identify individual development opportunities. Keep team members focused on their specific growth plans so that continuous improvement happens.
  • Ensure the team work smart and within the SLA Monitor. Track KPI achievements, and ensure event performance objectives are met.
  • Lead and motivate the team, encouraging a productive and positive atmosphere
  • Ensure team adheres to SOP's, maintain comprehensive event files and keep precise records to ensure smooth transition between team members if necessary
  • Engage as a member of the leadership team by providing input/feedback on big picture issues/challenges within the organization - both with the client and with FIRST
  • Stakeholder Relationships - build deeper and stronger relationships with the client leadership team
  • Ensure the team maintains positive client relations
  • Partner with FIRST People and Culture and/or Regional Solutions team on all company initiatives, recruiting and employee relations matters, as well as maintaining good communication with clients on updates as needed
  • Oversee the onsite induction of new joiners into the team and deliver smooth transitions.
  • Coordinate and manage bi-weekly team meetings (content, agenda, delivery)
  • Analysis of Time Tracking reporting; quality control inputs to ensure team is compliant
  • Ensure the team is understanding of best practice and industry developments. Encourage sharing of information, new within the immediate FIRST team, and across FIRST business lanes
  • Work strategically with FIRST account team and Solutions business leadership, raising opportunities for expansion, improvement and reengineering in resourcing, delivery and approach
  • Ensure the team is operating with commercial focus and seeking value adds wherever possible
  • Be aware of and actively work to resolve any problems or issues which negatively affect productivity

  • Provide weekly calendar reporting, monthly venue sourcing and ad hoc projects as requested
  • Venue Sourcing Delivery - work to oversee and deliver key initiatives, using your experience to lead on principle client events
  • Facilitate the development of the FIRST/Client SOP manual. Drive adherence to venue sourcing and planning best practice, whilst focusing on delivering value adds.
  • Liaise with regional counterparts to ensure global alignment on initiatives and foster knowledge sharing across teams
  • Manage and process requests and projects to/from FIRST Main Office
  • Work with the Global Account Management, Venue Sourcing & Contracting and Data & Insights team to create client reporting to maintain our SLA, drive better procurement and team structure
  • Ensure team are trained on how to use CVENT and run monthly Venue Sourcing reports
  • Contribute to the creation and deepening of a knowledge bank of venues, hotels, destinations and services that ensures the FIRST team are providing expert advice and recommendations to clients
  • Support the team with the more complex space, rates, costs, concessions and terms of contract agreements negotiations
  • Cultivate and maintain relationships with internal and external clients and suppliers (hotels/venues/DMC); sharing the venues knowledge and the industry news with the team
  • Maximize and closely monitor opportunities for increasing value adds, savings, and cost efficiencies


  • Strong people management skills with the ability to lead by example
  • Proficient years Event Management / Venue Sourcing experience
  • Proficient years of Managerial experience
  • Extensive experience with managing and training teams of people in planning and execution of events
  • Extensive experience in working with and managing senior clients
  • Bachelor's Degree required
  • Excellent written and oral communication skills
  • Independent and critical thinker with keen sense of judgement to problem solve
  • Adaptability to situations, personalities and ever changing demands
  • Positive and caring approach to team management
  • Excellent time management and organization with the ability to handle multiple tasks, prioritize and follow through
  • Ability to professionally engage with management at all levels
  • Ambitious, proactive and resourceful with a calm and flexible approach to handling pressure and stress
  • Proficient working knowledge of Microsoft Office
  • Strong experience with sourcing software such as CVENT
  • Excellent knowledge of contracts
  • Advanced negotiating, risk management and contracting skills

  • Virtual event experience preferred
  • Event management experience a plus
  • Experience with event and registration technology a plus
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