Event Experience Manager

Event Experience Manager

About CROW Practice:

Coordinated Response on Wellness (CROW) Practice was founded in 2016 with a commitment to providing exceptional wellness experiences to corporate professionals in the live event industry. CROW continues to grow exponentially, offering unique and innovative wellness solutions for individuals and businesses, while redefining event industry standards and practices.

The Opportunity:

The Operations department at CROW plays a vital role in the management of CROW events, wellness experts (WEXs), clients, and operations-related administrative tasks. As the CROW Event Experience Manager, you will serve as the Departmental Lead for Operations. In this role, you will be responsible for managing the overall sourcing and implementation of CROW’s live event wellness services. Working within the CROW Core team, you report directly to the CROW Founder and will collaborate with the other department leads and team members.

Shared Values:

CROW Practice prioritizes our company values as the foundation for our culture of well-being: Kaizen meaning continuous improvement; Win-Win situations signifying a beneficial solution that is advantageous for everyone; Collaboration as a dynamic process leveraging joint efforts and mutual support; Holistic Wellness as a comprehensive approach recognizing interconnectedness; and Innovation driving transformative progress.

The Event Experience Manager must have a genuine appreciation and understanding for these values’ significance and why they are important to our work.

Job Location:

This is a largely hybrid position, with monthly team meetings held in-person and will require you to be on-site for CROW-related events and job-related tasks. We are particularly interested in candidates living within the following Orlando zip codes: 32807, 32803, 32814, 32812, 32822, 32825, 32829, 32806, 32801, 32812, 32817, 32792, 32789, 32804, 32827.

Travel Requirements:

Eligible applicants must have their own form of reliable transportation, active registration, car insurance, and be able to attend in-person or virtual monthly meetings in Orlando and Titusville Florida.

Candidates must be able and available to travel out-of-town for work programs. All mileage, flights, food and travel expenses will be covered or reimbursed.

Job Type:

This is a full-time position with required weekly hours ranging from 30 to 35 hours based on operational needs. The role offers a flexible schedule while maintaining consistent availability to support organizational priorities and client needs.

This position is supported by two dedicated support roles, including an Administrative Virtual Assistant and an Event Coordinator.

Flexibility is required to support client relations, provider and vendor coordination, process improvements, organizational initiatives, and ongoing business development efforts.

Compensation and Transition Plan:

This role features a performance-based transition from an hourly wage to a full-time annual salary.

• Training Period (Month 1): The first month will be paid at $18.00 per hour, with full support from the current Event Experience Manager.
• Training Period (Month 2): Month two’s pay will increase to $19.00 per hour, as the new hire gains independence.
• Lead Transition Period (Month 3): Compensation will be $21.00 per hour, as the new hire takes on lead responsibilities. During this phase, administrative and program management hours will be logged and tracked to ensure readiness for a salaried role.
• Annual Salary Transition: Upon successful completion of all training requirements, the position will transition to an annual salary of $30,000 - $40,000, based on experience.
• During the training period and onboarding, we are looking for our new hire to assess, identify, and contribute to improved company-wide and operations’ departmental standards and processes.
• This is a month to month discussion with the owner for meeting expectations.
• Once our new hire is fully operational in the EMM role, they may earn a 10% commission for successfully bringing in new clients that go to a signed contract.

Primary Duties and Responsibilities:

Manages pre-event program requirements, including:

Talent Acquisition & Management:

• Collaborate with the Sales Department to align client engagement and business development efforts.
• Identify operational requirements for sales negotiations and client contracts.
• Oversee the recruitment, vetting, hiring, and onboarding of wellness experts and program managers. Including but not limited to:
• Serve as the main point of contact for wellness experts, vendor partners, and clients post Sold Program.
• Review availability and rates.
• Lead pay negotiation for WEXs and program managers.
• Maintain strong relationships with clients, wellness experts and program managers.
• Including but not limited to:
• Ensure accessible communication via text, phone, email, and Operations Department social media platforms.
• Manage ongoing relationship management including periodic check-ins, WEX Newsletter, celebrations, birthdays, and other CROW-related opportunities.
• Manage CROW Collaboration program.
• Oversee internal and external reviews and post-event evaluations for clients and wellness experts.
• Continue to build the CROW Wellness Expert gifting and acknowledgment program.
• Manage the first right of refusal opportunities for WEXs.
• Facilitate biweekly New Services and Service Directory meeting including but not limited to:
• Oversee the recruitment, vetting, pricing, hiring, logistics, operational needs, contractual provisions and onboarding
• Maintain vendor backup and contact database, including but not limited to: contact information, service offerings, rates, photos, past event history, and performance notes. Ensure vendor records are organized, accessible, and up to date to support efficient event planning and vendor selection.

Data & Information Management:

• Oversee operations-related tech functions using the platforms: Hubspot, Asana, PandaDoc, Google Workspace, and SignUp Genius including but not limited to:
• Maintain accurate database information for wellness experts, clients, and internal management functions.
• Oversee the WEX management process for wellness experts and new vendors including but not limited to:
• WEX and new vendor standard operating procedure (SOP) development and processes including but not limited to: sales templates, vendor back-up, and service directory.
• Client communication during the In-Traction and Sold Program stage.
• WEX service agreements, company policies and standards, payroll requirements, proof of general liability insurance, and Certificate of Insurance (COI) are properly obtained and tracked.
• Oversee the client administrators in SignUpGenius.

Manages ongoing and post-event activities, including:

On-site Program Management

• Serve as lead CROW Event Manager and on-site point of contact for clients, banquet staff, providers, and vendors.
• Manage on-site operational needs including arrival, parking, and logistics for providers and vendors.
• Manages event photos and videos on-site in coordination with the CROW marketing department.

Standard Operating Procedure & Process Management:

• Contribute to company-wide process improvement projects as the Departmental Lead for Operations.
• Develop and implement departmental-level standard operating procedures.
• Oversee the management of the vendor back-up process.
• Develop service agreements and program briefs for each sold program, outlining timelines, roles, pay rates, and responsibilities.
• Manage the KAIZEN continuous development process by:
• Incorporate client, WEX and vendor post-event questionnaire submissions and photos into the company KAIZEN process for team review, discussion, and event file documentation.

Inventory Management:

• Manage overall inventory, and operational administrative processes and products, including but not limited to:
• Identify and anticipate inventory needs, ordering, and shipping requirements for both local and national events.
• Manage packing requirements and lists.
• Maintain and manage event inventory including branded materials, signage, giveaways, displays, and equipment.
• Track usage, assess inventory levels and coordinate timely reordering to support upcoming events.
• Oversee the diligent recovery and storage of company items and inventory, to ensure items are not damaged or lost.
• Manage the usage, coordination, and organization of the company storage unit.

Reporting and Documentation:

• Maintain accurate tracking and documentation of all costs, contracts, budgets, timelines, communications, and Profit and Loss (P&L) statements.
• Ensure all receipts are tracked and uploaded into the appropriate event folder.
• Manage WEX and client Constructive Operational Feedback (COF).
• Track professionalism, performance, and punctuality related to pay rate, vendor performance, WEX, client, and program outcomes.

Minimum Qualifications, Skills, and Abilities:

• Experience in a High-Volume/Agency Environment: A minimum of 4 years of experience in event operations and/or project management, with significant exposure to managing multiple concurrent projects including 2 years in a lead or supervisory capacity that included managing a project team of contractors, vendors, or staff.
• Exceptional Communication and Customer Service: Anticipates and communicates issues and successes with the CROW team. Proven ability to de-escalate conflicts and demonstrate pivoting in fast-paced, dynamic environments. Must be able to manage virtual and in-person meetings and maintain high-value relationships using phone calls, emails, texting, video call platforms like Zoom, social media, and multiple calendar management.
• Contractor/Vendor Lifecycle Management: Demonstrated experience beyond simple hiring, including drafting basic service agreements or contracts and managing the entire life cycle of a vendor relationship.
• Inventory & Logistics Leadership: Direct experience leading the full logistics chain for events, including managing inventory, coordinating the movement of materials, and directing the on-site arrival and setup of a team of 5+ individuals (staff/vendors).
• Advanced Technology Application: Proven ability to not only use the required platforms (HubSpot, Asana, Google Workspace) but to design and implement custom workflows, reports, or automations within at least one of these systems to improve operational efficiency.
• Basic Process Documentation & Improvement: Experience in identifying and documenting existing operational gaps and successfully implementing at least one major process improvement that resulted in measurable time or cost savings for a department or team.
• Geographic/Travel Flexibility: Demonstrated willingness to travel to event sites nationwide when required.
• Authentic Wellness Integration: A demonstrated, genuine understanding of and personal commitment to wellness and mindfulness practices, enabling the Manager to authentically vet, onboard, and communicate with wellness experts and confidently speak to CROW’s mission and services.
• Operational Agility and Resilience: Documented ability to manage high-pressure, rapidly changing event environments and a highly variable weekly workload (25-35+ hours) with a solution-oriented, professional demeanor. Must show a capacity to successfully navigate the seasonal, fluctuating demands of the live event industry.
• Transportation Requirement: Must possess a valid Florida Driver's License and have a reliable personal vehicle suitable for the transport of event inventory and frequent travel to required in-person meetings and event sites.
• Professional Written & Verbal English

Preferred Qualifications:

• Wellness/Corporate Experience: Direct experience managing services or programs within the corporate wellness, health, or hospitality industries, demonstrating a specialized understanding of the service offering.
• Formal CMP Certified Meeting Planner or Project Management Training: Completion of formal coursework or at least 1 year of hands-on experience utilizing a recognized project management methodology (e.g., waterfall, agile) to structure and execute complex event plans.
• Process Improvement: Experience utilizing or leading a formal process improvement methodology (e.g. KAIZEN).
• Professional Written & Verbal Spanish

Department: Operations

Core Work Schedule: 10:00am-5:00pm Eastern Time Zone.

Important note: The hours for this role do fluctuate to meet client needs outside of the core work schedule.

Due to the highly fluctuating and seasonal business of the live event industry, CROW expects all employees to have highly effective time management skills in order to maintain an accurate record of all hours worked and report them accordingly. It is expected for new employees to be available for necessary meetings and work requirements during the core business hours from 10:00am-5:00pm Eastern Time Zone.

Equal Opportunity Employer:

CROW Practice proudly takes affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy, gender, sexual orientation, gender identity), national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, or other legally protected characteristics and other non-merit-based factors. These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs.

CROW Practice also provides reasonable accommodations to employees and applicants with disabilities and sincerely accommodates religious beliefs, observances, and practices, consistent with its obligations.

How to Apply:

Due to the pace of this search, candidates are strongly encouraged to apply as soon as possible. Applications will be reviewed as received.

In order to be considered, all applicants must submit all of the following:

• A cover letter highlighting relevant experience, unique capabilities, and why this position appeals to you.
• A resume detailing relevant skills and experience.
• (3) professional references (not family) - (contact name), (relationship e.g. professor, supervisor, colleague), and (phone number or email address).

Application Deadline: Open Until Filled

Thank you for your interest in joining our team!

Job Type: Full-time

Base Pay: $35,000.00 per year

Benefits:

• Flexible schedule
• Professional development assistance

Work Location: Hybrid remote in Orlando, FL 32807