Destination Cleveland is in the business of driving economic impact and stimulating community vitality for Cleveland through memorable leisure and business travel experiences. Our team is made up of passionate Clevelanders who want to help the community by marketing it as a destination. We have an unceasing love for Cleveland, and we never stop talking about it. We know Cleveland inside and out. We always believe this is our year...and so is next year and the year after. We engage with our community (a lot). And we defend The Land to the core. But we’re not just talking the talk. We’re rolling up our sleeves and getting the job done. We’re a hub of hard-working, dedicated, innovative professionals. And that's who we like to hire.
SUMMARY OF POSITION
The Partner Services & Relationship Manager, a key position in the Destination Management division, is responsible for supporting two main function of the Destination Engagement department 1.) leading all back-end support for the partnership program, including: CRM strategy, data management, reporting, partner invoicing, development of partnership SOPs and 2.) serving as Relationship Manager for partners and potential partners of Destination Cleveland with a focus on diversity and inclusion to better reflect the community we represent.This team member works in partnership with the VP – Destination Engagement and other team memberscreate and strengthen connections for the organization within the travel and tourism and hospitality industries.
ESSENTIAL DUTIES AND RESPONSBILITIES
Relationship Management duties:?
Stewards existing partner relationships
Recruits new partners that align to the organization’s priorities (with a focus on diversity and inclusion)
Creates connections for the organization within the industry?
Serves as a consultant for partner benefit and advertising opportunities
Develops and implements strategies for increasing diversity of Destination Cleveland partnership base and supports REI efforts of the organization
Partner Services Management duties:
This role is responsible for all back-end support of the partnership program, including:
Implements and evolves partnership program SOPs to ensure seamless customer experience for industry partners
Serves as team lead for CRM management
Onboards new partners including application processing, CRM input, welcome packet distribution an new partner orientation?
Assists partners with partner extranet needs and questions related to their benefits?
Manages all reporting for the department?
Manages all cycles of invoicing partners and revenue tracking, works closely with Finance team to implement mutually beneficial processes
Inputs all advertising contracts into CRM
Coordinates and executed Partner extranet annually training for partners?
Assists Sr. Manager, Industry & Partner Relations with Tourism Talks & Partner Networking events?
Work with Director of IT for CRM enhancements, including partner benefits summary, maximizing partner extranet, leveraging all CRM offerings
Performs other duties as assigned by VP – Destination Engagement or Chief Experience Officer
Apply via our website: https://www.thisiscleveland.com/join-our-team
QUALIFICATIONS & REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience and Education
Bachelor’s degree and 4+ years customer management experience OR 8+ years equivalent relevant work experience
3-5 yearsCRM management experience
Expert level relationship building and management skills
Strong team player
Maintains a professional image and manner with customers
Proficient knowledge of computer systems and sales-related software applications, specifically Microsoft Office PowerPoint, Excel and Word.
Excellent written and verbal communication skills are a must, including presentation skills
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist
Must be flexible, resourceful and possess a keen ability to find solutions internally & externally
Must be able to think strategically and leverage that thinking into implementation and execution
Outstanding organization skills
Must be able to manage multiple projects simultaneously
Must possess strong time management skills
Ability to work independently
Familiarity with the Cleveland region
Ability to work flexible hours, including some evenings and weekends
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent talking and/or hearing
Standing for events/tradeshows
Occasional travel required
Occasional walking and lifting of up to 25 pounds
Requires close vision/viewing monitors
About Destination Cleveland
Who Are We?
Our team is made up of passionate Clevelanders who want to help the community through marketing it as a destination. We're the people who get the side-eye for our unceasing love for Cleveland and our inability to stop talking about it.
We know how to roll up our sleeves and get the job done, that's for sure. We are the city of John D. Rockefeller, Garrett Morgan and LeBron James, after all – and our blue-collar legacy has evolved into a hub of hard-working, dedicated, innovative professionals. And that's who we like to hire.
But wait... all work and no play? Not in Cleveland. The main reason we're all here is because we love our city, and we like to celebrate that by getting out and enjoying it. We talk to people (a lot). We know Cleveland inside and out. We always believe this is our year... and so is next year, and the year after. We engage with our community. We have a Cleveland t-shirt for literally every situation, activity and event. Our workspaces are fully decked-out in Cleveland paraphernalia. And we defend The Land to the core.
Why We Do What We Do
We believe that everything we do is to inspire exploration of and cultivate passion for Cleveland so t...hat the community thrives.
We imagine a Cleveland where people love to visit, explore and live, and where individuals, neighborhoods and organizations work together to build a better Cleveland.
We are in the business of driving economic impact and stimulating community vitality for Cleveland through memorable leisure and business travel experiences.
Passion: Love Cleveland
Entrepreneurialism: Be bold and take risks
Collaboration: Work together and with others
Integrity: Be authentic and honest
Results: Get the job done right
Inclusion: Value, respect, encourage and seek out the perspectives, views, backgrounds and contributions of all individuals