Manager, Guest Communications

Manager, Guest Communications – Olympic & Paralympic Games page is loaded

Manager, Guest Communications – Olympic & Paralympic Games

Apply locations Milan (OL) posted on Posted 30+ Days Ago job requisition id JR20894

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Overall Scope of Role

The role of the Manager, Guest Communications is a key role within the Commercial Experience Team who will oversee the guest communications for all products including IVH, OVH and travel. He/she will support the process to bring the Location ‘Olympic story’ to life within the content and written communication. 

This role will work in-market to understand the story we are trying to tell and the details of the entire product portfolio. He/she will work to provide the correct level of information to the guests with the ultimate goal of providing clear and consistent communication, with culturally sensitive language and a cohesive voice through all the communications.

There will be a key component of copywriting, editing, and proof-reading documents with the key responsibility to inform, excite and manage guest expectations from time of purchase to post-program. There will also be an extensive level of integration within the digital and technology framework and deliverables.

Essential Functions & Responsibilities

Primary Responsibilities – Olympics and Paralympics

• Manage the guest communications strategy and execution across the Olympic and Paralympic project.
• Manage and support team members to align and bring to life the guest communication strategy.
• Main point of contact for all guest communications with the IOC and the organizing committee, including management of approvals.
• Understand the guest journey to create a strategy and plan for all guest communications - ensuring new and interesting information at each step of the process.
• Build and oversee the guest communication timeline and inclusions map that outlines what information will be shared at what guest touch point.
• Work in conjunction with the digital/tech and guest registration teams on management of guest information and distribution of guest communication materials.
• Work in partnership with the Marketing team to ensure the On Location story is brought to life within the guest communications.
• Align with all function areas and business units across the organization to ensure accurate operational messaging is included within the guest communications.
• Responsible for copywriting, content creation, and editing for written messaging for all product types with a focus on quality control and version control.
• Oversee/write copy for decks or presentation, making sure the language and tone is consistent with what needs to be produced.
• Ideated new and innovative ways to communicate with guests outside of digital and social methods. 
• Manage RFP process to select a translation company.
• Oversee translations for all written communication in languages required ensuring the correct tone and considering cultural nuances.
• Any other written and communication needs as assigned and required.

Administrative & Other Responsibilities

• Create presentations and documentation in Microsoft office (PPT, Word, Excel, etc.) or Keynote as needed and assigned. 
• Develop and implement specific event procedures and systems.
• Conduct and attend meetings as needed, including commercial experience meetings.

• Attend meetings and take notes to record updates and next steps.
• Manage timelines and deadlines related to assignments.
• Translate materials from French to English as needed.
• Participate in brainstorm sessions; research, ideate and provide creative ideas.
• Manage assigned projects through companies’ project management system.
• Manage other administrative duties as needed.

Other Duties & Responsibilities

This position is responsible for carrying out managerial responsibilities according to the organization's policies and applicable laws.

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Travel

Must be adaptable with work and travel schedule, including both domestic and international destinations. Available to travel for work during holidays, weekends, and key event times.

Qualifications

Required Education and/or Experience, Knowledge, Skills, and Abilities

• Must have an interest in travel, tours, experiences, experiential marketing and continuously research new concepts, interesting ideas and activations.
• Bachelor’s Degree in Hospitality, Event Management, Sports Marketing and/or a related field, or equivalent experience preferred.
• Experience in writing content, editing and proof-reading
• Experience in the Travel & Hospitality industry.
• Experience in strategic thinking and planning events including putting process and best practices in place.
• Extensive experience with guest services as well as event curation, execution, and/or operations. 
• Experience with creating presentations in PowerPoint and/or Keynote presentations.
• Experience in Microsoft office (PPT, Word, Excel, etc. required.
• Exceptional interpersonal skills with a collaborative style and ability to communicate effectively at all levels including strong oral, written, and presentation skills.

• Experience managing budgets and processing payments.
• Strive for ongoing creativity, innovation and new way of planning and executing events.
• A proven record of accomplishment of strong personal effectiveness in which imaginative, distinctive leadership and initiative have been demonstrated.
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals.
• Ability to live company’s Core Values every day and be a positive team member.
• Experience with Global Events and Operations including Olympic Games and/or FIFA World Cup and/or other Global Events preferred.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. Weunderstand this can only be accomplished when we lead with a lens of diversity,equity,andinclusionineverything we do. As a global companythatdrivesculture,westrive to reflect theworld’sdiversevoices.Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

About Us

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion, and culture.

On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, Super Bowl, NCAA Final Four, New York Fashion Week and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals, the company also owns and operates several of its own unique experiences. On Location is a subsidiary of Endeavor.

Endeavor is a global entertainment, sports and content company, home to the world’s most dynamic and engaging storytellers, brands, live events and experiences. The company is comprised of industry leaders including entertainment agency WME; sports, fashion, events and media company IMG; and premier mixed martial arts organization UFC. The Endeavor network specializes in talent representation; marketing and licensing; content development, distribution and sales; event management; and a number of direct-to-consumer offerings.

Diversity Statement for Endeavor
Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we harness the entirety of our company and lead with a lens of diversity, equity, and inclusion in everything we do. It means that we engage in anti-racism and allyship the way we do anything. Fiercely and Fearlessly. As a global company that drives culture we endeavor to reflect the world’s diverse voices both internally and externally to ensure success in our mission.