Chapter Operations Coordinator - Chicago, IL, United States - Americas' SAP Users' Group

Description

JOB TITLE : Chapter Operations Coordinator

DEPARTMENT : Community Operations

REPORTS TO : Director Of Community Operations

About ASUG : Founded in 1991, Americas' SAP Users' Group (ASUG) is the world's largest SAP user group, serving 2,300-plus businesses via company-wide memberships. ASUG's mission is to help people and organizations get the most value from their investments in SAP technology. The Chicago-based organization accomplishes this by connecting and educating people through in-person and virtual events, delivering customer feedback to SAP, and advocating for its members.

POSITION SUMMARY: The Chapter Services Coordinator serves as a liaison to the Regional ASUG Chapters across the United State and Canada. The primary responsibility is to facilitate the coordination and execution of face-to-face events to support the members of Americas' SAP Users' Group (ASUG) and ensure these events align with ASUG content strategy goals. This person will serve as the main point of contact for each individual Chapter. The job requires the ability to manage several projects at once and requires a strong attention to detail; to build relationships with member organizations, volunteers, and sponsors; to develop knowledge about the industry that we serve; and to create a connection between multiple content delivery channels and the ASUG Chapter experience.

It is based in our Chicago office and is a hybrid role: 1 day per week in the office/4 days per week remote.

KEY RESPONSIBILITIES:

• Manage the success of ASUG Chapters
• Develop and manage relationships with the local Volunteer leadership, providing operational and strategic insights from ASUG HQ and tracking volunteer engagement year over year.
• Serve as project manager for all aspects of in-person Chapter events.
• On pre-planning, sponsor acquisition and development, program preparation, on-site execution, post-meeting operations
  • Monitor registration metrics and trends, review event attendance, and expenses.
  • Coordinate event marketing with ASUG Marketing team
• Track individual chapter budgets, offer program guidance based on budgets – including contract terms and vendor prices, sponsorship revenue.
• Assist Chapter, as needed, with speaker requests and event facilities to coordinate day-of logistics, including but not limited to food and beverage, AV, tech, and room set-up.
• Support approximately events per year; attend one Chapter event per assigned Chapter each year.
• Cultivate and maintain relationships with sponsors, speakers, and SAP team members.
• Develop and support agendas that excite the local membership and drive attendance; inform agenda content by collaborating with ASUG content producers to suggest relevant content to the Chapters.
• Support the development and execution of additional programming such as ASUG University Alliance and Chapter Connect partnerships.
• Collaborate with Community Operations Team to develop and standardize best practices for ASUG Chapters
• Develop knowledge about the industry, member companies, and related topics.
• Develop a high-level understanding of the lines of business, industries, and job junctions that shape our communities.
• Develop familiarity with SAP products, trends, and related topics.
• Facilitate conversations with customers both online and in person.
• Foster strong relationships with our volunteers and collaborators.
• Make a positive contribution to ASUG's business.
• Seek out methods to improve self-performance and/or the efficiency of an operation or task.
• Maintain strong relationships with internal staff members, as well as external stakeholders and collaborators (Customers, Partners, Volunteers, SAP)
• Support effective communication and change management with internal and external stakeholders and collaborators.
• Collaborate across departments to enhance existing programs and service delivery.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following:

• Customer First Mindset – Comes to work every day with the mindset that by putting the customer first, we all win. Displays the ability to handle any situation with ease and the mindset to fix any problem promptly, while exuding a positive attitude. Responds to customers in a timely manner. Actively solicits customer feedback to improve service. Strives to anticipate customer wants and needs and considers those when executing internal processes.
• Planning & Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
• Analytical – Collects and researches data. Designs workflows and procedures. Identifies data relationships, dependencies, and synchronicities. Synthesizes complex or diverse information. Uses intuition and experience to complement data.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts verbally and in written form. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability - Commits to doing the best job possible. Follows instructions. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Quality - Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback.
• Use of Technology - Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.

Qualifications: 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 in event and meeting planning. Experience in event logistics, coordination, sponsorship, and project management. Agenda and program development preferred.
• Hands-on experience using membership data management, customer relationship, and event management software.
• Proficiency in using Microsoft Office Suite; Cvent and a plus.
• Ability to travel nationally to Chapter events (8-10 events per year); local and/or national travel to small-scale ASUG and SAP events up to 3 times per year.
• These events may require nontraditional work hours and an increased focus on customer service. Weekend and evening hours may be required.

Education/Experience:

Bachelor's degree from four-year college or university. Two-to-four years of professional experience.

Language Ability:

Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

Mathematical Ability:

Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability:

Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point); ability to adapt and adopt new technology and process. Proficiency or experience with CVENT preferred. Software or technology background highly preferred.

Certificates and Licenses:

No certificates or licenses required.

Supervisory Responsibilities:

No Supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands 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.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.