Specialist, NPSx Communities

ABOUT US:
Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future.

Across 63 offices in 38 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 2% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

WHO YOU'LL WORK WITH:
NPSx is a growth engine technology business for Bain and Company, one of the world’s leading strategy consulting firms, with an ambition to become the leading provider of innovative CX Technology and Solutions, empowering our customers to maximize company value by improving customer growth and retention.

We do this by:

• Delivering actionable insights - helping companies truly understand and combine data on advocacy, segment, value, and influence of their customers
• Empowering companies to prioritize customers and develop winning customer strategies
• Providing tools to design and deliver great customer experiences
• Building professional CX competencies and execution capability

WHAT YOU'LL DO:
Under the general supervision of the VP, Communities, NPSx, the role of the Senior Coordinator is to:

• Create memorable and flawless experiences for NPS Loyalty Forum and NPSx Community event attendees;
• Manage external vendor relationships for the Global NPS Forum and NPSx Community;
• Coordinate all logistical aspects of the Global NPS Forum; and
• Perform diversified administrative duties to support the NPS Loyalty Forum and NPSx Community at large

Essential Functions & % of time

70% Create memorable and flawless experiences for Global NPS Forum members through evening events and other elements at Forum meetings. Responsible for planning all logistics of Forum meetings, e.g., dinners, evening events, transportation, etc. It is critical that all aspects of Forum meetings run smoothly. This includes:

• Conduct extensive research in order to create memorable experiences. Each meeting is in a different location, so this requires new research for each meeting
• Coordinate calendars of Forum staff and Forum members in order to schedule and plan internal and external Forum meetings. This includes handling all logistical details of group events, including scheduling of travel for participants, researching hotels and venues, negotiating hotel and vendor contracts, handling room set-up and ensuring all transportation, food and beverage vendors are handled effectively and efficiently
• Coordinate and oversee all the vendor/supplier relationships in order to make the meetings as seamless as possible. As the locations for our meetings change all the time, this means developing a new set of local/on-site relationships for each meeting.
• Schedule site visits with the VP, Communities to choose meeting-related locations (hotels, evening events, restaurants)
• Interface regularly with professional staff and management at all levels of the firm and host teams (each meeting is hosted by a different company, so new relationships need to created regularly)
• Oversee the relationship with the vendor the Forum uses to film and provide audio support at our meetings (currently Water Tower) to ensure the best possible experiences for our Forum attendees
• Assist with management of Global NPS Forum budgets, including monitoring and mitigating third party costs, reconciling program costs against budget
• Serve as onsite point of contact for logistics during Forum meetings, both for the senior executive attendees (and their assistants who may have questions/needs during meetings), and the Bain Partners in attendance
• Resolve any logistic conflicts as they arise during Forum meetings

15% Create, assemble and distribute Forum documents

• Prepare zero defect correspondence, including letters, memos, documents and reports as required
• Coordinate Forum’s electronic/print mailings and event activity
• Produce computer graphics for presentations using PowerPoint and Google Slides
• Maintain up-to-date paper and electronic files and make sure all paperwork is appropriately filed for easy accessibility and reference

15% Additional responsibilities include:

• Manage multiple projects under tight deadlines across multiple time zones/geographies.
• Resolve scheduling conflicts as they arise and prioritize issues to ensure an effective time management approach. Communicate agendas and respond to calendar changes as needed
• Coordinate Forum’s electronic/print mailings and event activity
• Play an active role with the Bain Finance team both to ensure vendor invoices are coded and submitted properly and to track invoicing for Forum members and send invoices to members upon joining the Forum or renewing their membership
• Maintain Forum contact list in Outlook, Bain CRM database, Marketo and the shared Forum drive. Ensure contacts are resolved and classified appropriately in Bain CRM system
• Use Marketo and Qualtrics to manage and track attendees for the various Forum events
• Work independently

ABOUT YOU:
Education

Required

• Bachelor’s degree or an equivalent combination of education, training and experience is required

Experience

Required

• Must have three years prior experience planning in-person events.
• Tasks include pre-meeting logistic planning, managing registration process, simultaneously coordinating on-site with multiple vendors, host team, and attendees, administrative and communications duties through each phase of a meeting

Knowledge, Skills, and Abilities

Required

• Outstanding written, organizational and verbal communication skills
• Ability to work independently in a fast-paced environment; is enthusiastic, self-motivated and flexible
• Meticulous attention to detail with a strong customer service focus
• Ability to meet deadlines, prioritize assignments, juggle multiple tasks simultaneously and deal with highly confidential information
• Ability to manage last-minute changes to materials for the Forum meetings, while exercising good judgment and professionalism
• Comprehensive knowledge of and experience with Microsoft Word, Excel, PowerPoint and Outlook

Preferred

• Previous experience with setting up and running virtual meetings
• Familiarity with hotel contracting process as well as researching restaurants, vendors and activities for in-person events
• Strong organizational and administrative skills needed, particularly with managing Forum member contact lists, invite lists, billing renewal, and event communications
• Must be a skilled communicator and be comfortable interacting with various internal stakeholders and senior clients
• Willingness to travel quarterly for each in-person Forum meeting (3 domestic and 1 international meeting historically)

Applicant must have received, or be willing to receive, the COVID-19 vaccine, and be fully vaccinated (established 2 weeks following final dose) by date of employment with Bain & Company to be considered for U.S. & Canada based jobs subject to required accommodation process.

WHAT MAKES US A GREAT PLACE TO WORK:
We are proud to be [1] consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked #3 on Glassdoor's Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 13 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for[2] diversity and inclusion, women, LGBTQ and parents.

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References

Visible links
1. https://www.bain.com/about/awards-recognition/
2. https://www.bain.com/about/diversity-inclusion/

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