Associate Director, Event Operations & Client Accounts

Job Description

Job Description

Building a Brand starts with a Story

FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. For 30 years, we have utilized three flexible delivery models: Embedded teams, Corporate Campus operations, and a Full-Service Agency. Managing over 37,000 events & projects annually across 110 countries, FIRST serves 130+ brands, specializing in Fortune 500 companies within the Financial Services, Technology, Healthcare, Media, and Professional Services sectors. FIRST is part of the broader Encore family of companies. Encore is a global leader in event production and technology. Consistently recognized for excellence, recent honors include 2026 Chief Marketer Agency of the Year, the Ad Net Zero Award for sustainability, and more. Learn more at 

Location: New York. This is a hybrid position; candidates must reside in the NY tri-state area and be able to commute to the office.

What You Would Get To Do

The Associate Director, Embedded Solutions will work closely with FIRST Leadership and the Account Director across a dedicated account or portfolio to support and execute the strategic approach to client operations. This role is responsible for ensuring consistent, high-quality service delivery across the team and driving strong operational performance across ongoing event programs. In this role, you will lead and develop Team Leads and event teams within a client-facing environment, fostering a collaborative, high-performing culture aligned with both client and organizational goals. You will play a key role in ensuring teams are effectively supported, resources are aligned, and delivery remains seamless across accounts. You will serve as a key point of contact for clients and stakeholders, working closely with them to understand needs, navigate challenges, and support long-term program success. While this role spans the full event lifecycle, it is focused less on hands-on execution and more on team leadership, client relationship management, and operational oversight across embedded event services.

Your Contributions 

Leadership & Team Management

• Requires leadership of multi-service and/or global remit for a dedicated account or portfolio of accounts
• Lead and develop Team Leads and broader event teams, ensuring consistent performance and coverage across client accounts.
• Own resource planning, team capacity, and workload allocation across accounts, ensuring teams are effectively structured and supported.
• Drive team performance, development, and succession planning, fostering continuous growth and a high-performance culture
• Identify and address performance issues or challenges that affect productivity, escalating concerns as necessary. Encourage open communication for rapid resolution.
• Coordinate bi-weekly team meetings, including content and agenda management.
• Work with the People & Culture team to recruit and develop talent, including overseeing training requirements and supporting leadership in hiring for open roles
• Lead onboarding for new team members, ensuring smooth transitions and effective induction processes.

Client & Stakeholder Management

• Act as a senior point of contact for clients, building strong, trusted relationships and ensuring alignment with client expectations. Serve as a strategic partner to stakeholders.
• Partner with clients and teams to solve complex challenges with practical, scalable solutions while supporting ongoing team development.
• Strengthen relationships with client leadership and internal stakeholders.
• Partner with FIRST Leadership to align on strategic initiatives and contribute to broader business objectives.

Operational Excellence & Reporting

• Oversee delivery across event programs, ensuring alignment with KPIs, SLAs, and consistent high-quality outcomes. Drive operational efficiency across teams.
• Drive operational excellence by implementing best practices, improving processes, and supporting knowledge sharing across teams.
• Maintain oversight of reporting and operational performance, ensuring accuracy and actionable insights.
• Oversight and ownership of the general reporting required for QBRs.
• Drive process improvement initiatives to enhance efficiency and service delivery.
• Support the development and adoption of best practices across teams.
• Identify opportunities to improve efficiency, reduce costs, and enhance client value across workflows.
• Support cost-aware decision-making and ensure commercially viable solutions across accounts.

Strategic Growth  

• Support account growth initiatives, including RFPs, renewals, and strategic account development.
• Collaborate with leadership to identify account growth opportunities and drive continuous improvement across service delivery.

What We Are Looking For

Please note that experience doesn't always match our exact description. If you feel you'd be a great fit for this role, we encourage you to apply—we'd love to see how you could contribute at FIRST.

• 10+ years' event management experience, preferably in the financial services industry or a corporate environment
• 3+ years' of people management experience, including a proven track record of managing and training teams. Experience managing lower-level managers with oversight of the broader team
• Advanced experience of events and conferences including but not limited to C-level executive events, cocktail receptions and meetings and conferences
• Experience with venue sourcing including extensive knowledge in contracting, negotiation and commission collection may be required
• Experience with event and registration technology, particularly Cvent and Dealogic / Conference Manager may be required
• Experience with virtual platforms including but not limited to; Zoom, Webex and On24 may be required
• Extensive experience in working with and managing senior clients
• Strong leadership experience; both leading and motivating colleagues in a manner that enhances working relationships and encapsulates the company brand and values
• Advanced project management skills with the ability to manage multiple projects simultaneously
• Excellent written and oral communication skills at all levels
• Strong proficiency with Microsoft Office, specifically Excel
• Extensive industry knowledge of new suppliers, venues, services, and best practices
• Strong client management skills with the ability to influence and lead by example, fostering a positive environment
• Ability to create best practice and take on new initiatives independently
• Client centric, approachable, ability to adjust to client needs and style and deepen relationships in support of their business and programs; adapt to ever changing demands and different client work styles
• Motivated, self-starter, ability to take direction and work independently; ability to think innovatively
• Leadership/influencing/negotiation and decision-making skills
• Travel up to 20%

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth.

• Medical, Dental & Vision which includes the option of a high-deductible health plan (HDHP) with a health savings account (HSA)
• 401 (k)
• Five Flexible Spending Accounts Options
• Generous Paid Time Off Allowance
• Employee Assistance Program (EAP)
• Life, Disability & Pet Coverages
• Wellness Stipend
• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more
• Aura Identity Theft Protection
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $155,000 to $180,000. This role is also eligible for an annual discretionary bonus.

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FIRST is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. FIRST is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We stand firm: FIRST will not tolerate discrimination or harassment based on any of these characteristics. If any candidate feels that they are unable to meet the requirements of the role, please get in touch to discuss adjustments or other suitable roles.