Description

The Director of Special Events and Experience (DSEE) is responsible for all events for The King Center and ensuring the optimum guests’ experiences. Events duties include developing a strategic plan for the events department, generating new business, effectively communicating with current and prospective clients, planning and managing events, managing department staff of two and vendors, collaborating effectively with other departments and staff to always present The King Center in the best possible light. Overseeing guests’ experiences includes ensuring a welcoming and positive experience for all visitors. In this role, the SDEE will be responsible for all aspects of customer service and will oversee all related data analytics and reporting. As an active member of the front-line customer service team, the SDEE will hire, train, and manage the Visitor Experience Associates, who serves as the primary greeters to The King Center. The successful candidate for the role of DSEE will possess excellent interpersonal skills, and the ability to genuinely welcome and inform a wide range of visitors, demonstrated management abilities, the capacity to prepare and analyze data, and oversee daily ticketing/sales transactions and ensure a seamless optimum experience for all King Center events. Additionally, the DSEE focuses on building external relationships and marketing the King Center as well as providing an exceptional level of customer service to both colleagues and clients alike. Essential to this role is the planning of The King Center’s signature events for the annual King Holiday Observance (KHO). This position reports directly to the Senior Director of Marketing and Communications.

Requirements

ROLE AND RESPONSIBILITIES:

EVENTS LEADERSHIP

• Supervises the daily activities of the Special Events department.
• Collaborate with executive and senior team members in the planning of the King Holiday Guest Experience and Events including but not limited to Beloved Community Awards, Beloved Community Global Summit and Commemorative Service.
• Responsible for the successful execution of all King Holiday Experience and Events including budget accountability and vendor management. 
• Prepares and oversees the implementation of the departmental budget.
• Collaborates with the Marketing Department to develop and implement a long-range marketing plan for events.
• Maintains yearly schedule of all events which occur and provides yearly recaps. 
• Responds to facility rental inquiries quickly and courteously.
• Ensures timely follow-up to each event, including briefings, minutes, thank you letters, invoicing, and dissemination of client information for possible sponsorship if applicable.
• Coordinates and personally supervises major events.
• Supervises, guides, supports and plans all events including the annual King Holiday Observance events.
•  Advises the CEO and COO on history, timelines, and responsibilities. 
• Serves as liaison to events committee, vendors, corporate sponsors, attendees, and The King Center staff. 
• Oversees monthly meetings and prepares Pre-Event Reports including evaluations and data analytics.
• Networks with outside vendors and promotional organizations by maintaining active memberships in the SESMA (Special Events Sites Marketing Alliance)
• Works closely with department staff to achieve annual revenue goals for

GUEST EXPERIENCE LEADERSHIP

• Foster a warm and welcoming environment for King Center visitors and guests, ensuring that they are informed about daily programming, exhibits, events, and other offerings, including membership and bookstore and resource center.
• Promote memberships of the Beloved Community Network, and provide member support, as needed. 
• Implement a ticketing process for Freedom Hall Experience
• Oversee maintenance and utilization of admissions and ticketing software, including tracking, reporting, cash management, and opening and closing procedures.
• Compile attendance data and prepare weekly reports; streamline reporting to ensure accuracy, and establish best practices for data collection.
• Hire, train, and foster a consistent standard of quality customer service among all associates.
• Create innovative and engaging events that enhance guest experiences
• Provide daily updates on The King Center offerings to all Visitor Experience Associates, and notify the team of important guests and special events and activities.
• Develop and evolve customer service guidelines distributed to all front-line team members
• Facilitate Visitor Experience Associate walk-throughs of exhibitions and briefings of events; Devise and implement strategies for enriching the visitor experience.
• Collaborate with facilities to ensure a clean and pristine environment including grounds upkeep.
• Oversee requirements to sustain and grow third-party admissions partnerships (i.e. Groupon) in collaboration with the Marketing team.
• Develop protocols for routine collection of email addresses and other key demographic information; collaborate with Marketing on the system to add email addresses to the master list.
• Develop and create more mission-aligned, innovative, and engaging events 
• Create a staffing structure for the Visitor Experience team, allowing for flexibility and responsiveness in support of institutional goals and priorities.
• Oversee booking of Group Tours; collaborate with Marketing to grow revenue stream.
• Spearhead audience evaluation projects and visitor surveys, as required.
• Assists with any other duties as assigned.

Background, Experience, and Education:

• College degree in marketing, sales, business, or related field preferred
• 7 years experience in planning and implementing special events for a large organization
• 3 to 5 years of visitor services experience, or equivalent sales, marketing, or customer service experience within a cultural institution, with a proven ability to manage staff.
• Proven record of success in sales and marketing
• Experience creating and managing budgets, evaluating a strong ROI
• Excellent contract negotiation skills
• Knowledge of catering, banquet, and event planning best practices
• Ability to oversee and coordinate services relating to events
• Ability to independently manage multiple tasks and projects and meet deadlines
• Ability to communicate effectively with colleagues, internally and externally
• Ability to manage workflow and projects for direct reports
• Excellent oral and written communication skills, with the ability to effectively impart policies and offerings to visitors.
• Experience in the tourism and hospitality industry, a plus. Foreign language skills, are a plus.

Additional Preferred Requirements:

• Understanding and knowledge of Dr. King’s teachings and nonviolent philosophy and methodology, including the Beloved Community.
• Knowledge of the King Center’s founder, Coretta Scott King (My Life, My Love, My Legacy).
• People builder - proven ability to build teams, grow leaders, and create a cohesive and inclusive culture
• Interest and knowledge base in Civil Rights and Social Justices
• Results-driven and innovative self-starter
• Excellent customer service skills and the ability to create effective partnerships 
• Strong collaboration and teamwork
• High energy, enthusiasm, and a positive attitude
• Strong organizational and project management skills 
• Excellent communication skills, both verbal and written