The Position::
The Performance and Planning Manager (PPM) with the KI Concerts division of Headfirst Companies is responsible for ensuring the delivery of high-quality tour programs which meet and exceed the expectations of our client director/group leaders and their travelers and retaining that business into future years. As a key member of the Operations team, the PPM works cross-functionally stakeholders inside and outside of the organization, to coordinate and lead the day-to-day management of tour details ahead of and during each KI Concerts tour program. The PPM takes an active role in understanding and integrating the expectations of the client director/group leader during the development of the itinerary (including, without limitation, as related to important experiential tour elements like bookings for hotel-coach-guide, menus and performances) and liaising cross-functionally to ensure full alignment between the internal KI team, the in-country land operators, destination management companies and suppliers, and the client on the final itinerary and other key information both before and during the tour. The PPM also remains available to problem-solve any issues that arise during the tour. While the PPM will travel to some KI’s performance tours abroad, this role will also be responsible for facilitating events where they are not present. The world of performance touring is dynamic, and the PPM will also be expected to assist with other responsibilities as requested/assigned. Post-tour, the PPM is responsible for gathering feedback and evaluations from the client and operational partners.
What You’ll Do::

IN-COUNTRY EXPERIENCE MANAGEMENT

• Communicate on an ongoing basis with land operators and Performance team members to receive periodic updates on performances and sightseeing; monitor and update itinerary with changes as needed while ensuring that nothing gets dropped from the tour (i.e. shifting sightseeing around confirmed rehearsal and performance times).
• Communicate on an ongoing basis with Air department to receive airline schedule changes and update current itinerary while checking that sightseeing is not disrupted. Send client and land operator major schedule changes (generally, an adjustment of over 2-3 hours or a change of airline) if activity on arrival and/or departure day(s) is affected, and work with land operators and client to rework itinerary as needed.
• Exercise strong project management, communication, and business judgment skills to help anticipate, prevent, and/or resolve any other issues or problems which might arise during a tour.
• The PPM will travel on select tours each year, and while on tour is responsible for ensuring the full itinerary and performances meet KI quality expectations. This will include coordination with the Tour Manager, land operators and other on-tour suppliers, Air Department and other stakeholders to ensure quality of operation.

POST-TOUR EXPERIENCE MANAGEMENT

• Send evaluation to client within 1 week of group’s return and follow up with client until completed (expectation is 90% of total surveys for the year will be completed.)
• Work with Sales to ensure that any important information about a client that was learned during a tour is passed along/recorded within the customer relationship management system. Work with client to determine next tour dates and destination and begin planning.

Please refer the Job description for details