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Partner Services & Relationship Manager

ORGANIZATION OVERVIEW 

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 members create 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 

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 years CRM management experience 

  • Expert level relationship building and management skills

  • Strong team player  

  • Maintains a professional image and manner with customers 

Technical Skills 

  • Proficient knowledge of computer systems and sales-related software applications, specifically Microsoft Office PowerPoint, Excel and Word. 

Language Skills 

  • Excellent written and verbal communication skills are a must, including presentation skills 

Reasoning Ability 

  • 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 

Other Requirements 

  • 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 

PHYSICAL DEMANDS 

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 

  • Regular sitting 

  • Standing for events/tradeshows 

  • Occasional travel required 

  • Occasional walking and lifting of up to 25 pounds 

  • Requires close vision/viewing monitors 

WORK ENVIRONMENT 

Office environment; moderate noise. Offsite visits/appointments required.  

Apply via our website: https://www.thisiscleveland.com/join-our-team