Venue Customer Relations Manager

Venue Customer Relations Manager

FREIGHT | Leadville, Colorado | Hybrid Part-time

About FREIGHT

FREIGHT is a historic event venue and boutique lodging destination in Leadville, Colorado, bringing together weddings, corporate events, private celebrations, community gatherings, and live experiences in a one-of-a-kind Rocky Mountain setting. Housed in a thoughtfully restored 1880s freight depot, FREIGHT blends history, hospitality, and authentic connection to create memorable experiences for clients, guests, and the Leadville community.

Position Summary

The Venue Customer Relations Manager (VCR) is responsible for managing the client experience and event planning process after a booking is confirmed. This role ensures all events are fully detailed, organized, and prepared for execution, while delivering a high-touch, responsive, and professional client experience. This is a hybrid position, with a combination of remote work and on-site presence in Leadville based on event schedules, client needs, meetings, and operational requirements.

The VCR serves as the bridge between sales and operations translating booked events into clear, accurate plans that allow the operations team to execute seamlessly.

This role is currently structured as a part-time position (~20 hours per week) and is designed to focus on high-impact client communication, event planning, and revenue-driving coordination. Hours will flex and increase based on booking volume, event complexity, and operational need, with the role expected to transition to full-time as FREIGHT's event volume supports the need for full-time continuity.

Core Responsibilities

1. Client Experience & Communication

• Serve as the primary point of contact for clients post-booking
• Manage client handoff from Director of Events / Venue Booking Manager
• Lead all client communication via email, phone, and video calls
• Execute structured communication timelines:
• Initial post-booking outreach
• 90-day check-in
• 60-day check-in
• 30-day check-in (as needed)
• Week-of confirmation
• Guide clients through all venue related planning steps and deadlines
• Ensure all client information, selections, and documentation are completed on time
• Respond to all client communication in a timely and professional manner
• Conduct post-event follow-up, including review requests and collection of event photos

2. Event Planning, Detailing & Documentation

• Create and manage event layouts and insert into planning documents
• Coordinate bar selections with clients and align with Venue Operations Manager
• Complete staffing and service request documentation with Venue Operations Manager
• Ensure all event details are finalized prior to event week within required timelines.
• Maintain the VCR portion of the event budget journal on an ongoing basis, ensuring event-related revenue and expense information within the role’s ownership is accurate and current.
• Prepare event binders and documentation for event supervisors
• Maintain accuracy in Event Contracting, Detailing & Invoicing
• Ensure all documents are organized, accessible, and up to date in shared systems
• Manage the event closeout process in Tripleseat, including final invoicing.

3. Add-On Revenue & Vendor Coordination

• Present and manage bar packages, upgrades, and selections
• Identify and recommend add-on opportunities to enhance client experience
• Track and manage add-on revenue and commissions
• Coordinate vendor communication (new and returning vendors)
• Schedule vendor walkthroughs and communicate FREIGHT guidelines
• Coordinate specialty services (e.g., beverage burros, ceremony locations, etc.)
• Communicate special requests between clients and operations team
• Ensure vendors are aligned with event expectations and timelines

4. Operational Coordination & Internal Alignment

• Collaborate closely with the Venue Operations Manager to ensure event readiness
• Provide accurate event details to support staffing and operational planning
• Coordinate with Hotel Manager for shared space readiness and turnover
• Maintain alignment between client expectations and operational capabilities

Success Profile

The Venue Customer Relations Manager will be successful in this role if they:

• Deliver a seamless, organized, and high-touch client experience
• Ensure all events are fully planned and execution-ready 30 days in advance
• Maintain strong communication and responsiveness with clients
• Accurately translate client needs into operational plans
• Consistently identify opportunities to increase revenue through add-ons
• Contribute to a structured and efficient planning process across the organization

Key Metrics for Success

• Client satisfaction and review quality
• Client response time (<24 hours target)
• % of events fully detailed 30 days prior to the event date. (target: 100%)
• Accuracy of event documentation and planning materials
• Add-on revenue per event and total commission generated

Requirements

• Prior experience in event planning, venue management, hospitality, client relations, or a related field.
• Exceptional organization and attention to detail, with the ability to manage multiple events, deadlines, and priorities simultaneously.
• Strong written and verbal communication skills with a high standard for client service and follow-through.
• Proactive problem solver who remains calm under pressure, adapts quickly, and exercises sound judgment.
• Experience with CRM or event-management platforms; Tripleseat or similar experience preferred.
• Proficiency with Google Workspace and standard business technology.
• Ability to work independently while collaborating effectively across teams.
• Ability to work a flexible schedule based on event needs, including evenings, weekends, and peak-season/holiday periods.
• Ability and willingness to travel to Leadville regularly based on client, event, and operational needs, including select client and vendor meetings, complex venue walkthroughs, event preparation, and other event-related responsibilities requiring an on-site presence.

Work Structure

• Initially structured as a part-time role (~20 hours per week), with hours flexing based on booking volume, event complexity, and planning timelines. The role is expected to transition to full-time as bookings and operational needs increase and FREIGHT requires full-time continuity across the client and event-planning lifecycle.
• Schedule flexes based on event volume and planning timelines
• Must have flexibility for increased availability during FREIGHT's peak event season (May 15–October 1), including evenings, weekends, and holiday weekends as event needs require.

Pay: $25,000.00 - $30,000.00 per year

Benefits:

• Flexible schedule

Work Location: Hybrid remote in Leadville, CO 80461

Salary : $25,000 - $30,000