Client Services Manager

Choose Chicago is the official sales and marketing organization responsible for promoting Chicago as a global visitor destination to business and leisure travelers.

POSITION SUMMARY  

The Client Services Manager (CSM) plays a pivotal role in delivering exceptional service to meeting, tradeshow, and convention clients hosting events in Chicago. Working in close partnership with the Sales team and acting as the primary liaison between event management, Choose Chicago partners, and city departments, the CSM ensures seamless and memorable experiences for clients. 

The Client Services Manager serves as an extension of event management, providing destination marketing resources, attendance building assistance, city recognition, site visits, welcome services and vendor referrals.  

KEY RESPONSIBILITIES

• Assess assigned accounts to develop customized proposals that maximize event success.
• Build and maintain strong relationships with clients through regular communication and provide the highest level of customer service.
• Forecast and manage expenditures within 5% of the approved client budget.

• Maintain accurate account profiles and documentation of account activity in CRM; organize electronic files promptly and accurately.
• Coordinate and lead site inspections, including itinerary planning, venue recommendations, and logistical arrangements.
• Collaborate with Sales, Marketing, hospitality partners, attractions, and city departments to deliver integrated solutions.

• Execute Chicago’s “We’re Glad You’re Here!^®” city recognition program and retention services enhancing the client and attendee experience.
• Develop new programs as well as recommendations for improving existing services, based on client feedback and industry trends.
• Support partners through referrals and participation in meetings and special events.
• Serve as onsite contact for clients, ensuring all needs are met and issues are resolved promptly.

• Travel to promote the city for future Chicago shows and attend client appointments and industry events.  
• Perform other duties as assigned by leadership.

QUALIFICATIONS  

• Minimum of four (4) years of customer service and project management experience in hospitality, tourism, or event management demonstrating progressive responsibility.

• Demonstrated commitment to exceptional customer service and teamwork.

• Ability to work flexible hours, including evenings, holidays and weekends as required. 

• Occasional travel is required. 
• Bachelor’s degree preferred.
• Industry certifications (Certified Meeting Professional (CMP), Certified Exhibition Manager (CEM) or similar), or active pursuits are a plus.   
• Experience with convention, tradeshow and meeting management is a plus.
• Prior management experience is a plus.  

KNOWLEDGE, SKILLS, AND ABILITIES  

• In-depth knowledge of Chicago’s attractions, hotels, and special event venues.
• Professional representation of Choose Chicago with both internal and external clients.
• Self-starter with strong problem-solving skills and the ability to make sound, independent decisions.

• Excellent written and verbal communication skills, with strong attention to detail.

• Outstanding organizational and time management skills; able to handle multiple projects and clients simultaneously.

• Confident in entertaining clients and delivering presentations at events, meetings, and site visits.
• Proficient in MS Office suite (Word, Excel, Outlook, PowerPoint, TEAMS).
• Experience with AI-enhanced productivity tools to improve efficiency.

PHYSICAL REQUIREMENTS

• Ability to work at a computer for extended periods.
• Ability to grasp objects utilizing fingers (fine motor manipulation).
• Ability to stand and walk for prolonged periods such as during site inspections and events.

• Ability to travel by air and ground transportation for client and partner appointments, site visits, industry events.

Choose Chicago is an Equal Opportunity Employer