Manager of Tourism Industry Relationships (Cleveland)

Description:

Annual Salary:$65,000-$81,000

Annual Organizational Bonus Potential 4% 

Opportunity for individual bonus incentives in 2027 

ORGANIZATION OVERVIEW

As unapologetic promoters of Cleveland, Destination Cleveland’s team works every day to attract visitors, inspire visitors and locals alike to explore and connect people to experiences that illustrate Cleveland’s diversity, creativity, and contagious passion. We’re in the business of equitably growing the region’s economy through travel and tourism while also cultivating a passion for Greater Cleveland. As the only organization charged with marketing Cleveland outside of the region, we never stop talking about the city. We know the region inside and out. We roll up our sleeves and get the job done for The Land. We’re a group of expectation-exceeding, fun-loving, innovative professionals.

SUMMARY OF POSITION 

The Manager of Tourism Industry Relationships is responsible for building, managing, and growing relationships with small and midsize hospitality and tourism businesses across Greater Cleveland. This role focuses on engaging independent operators, new businesses and community-based organizations and businesses, particularly those with strong potential for future growth and deeper engagement. 

The Manager of Tourism Industry Relationships serves as a trusted consultant and primary point of contact for these businesses, helping them connect to Destination Cleveland programs, opportunities and resources. Through intentional relationship-building, this role converts initial engagement points into long-term partnership, revenue generation, and increased industry alignment. 

This position is relationship-driven and outcomes-focused. The Manager of Tourism Industry Relationships will work closely with the Programs Specialist and broader Destination Engagement team to ensure program participation translates into sustained industry relationships, deeper representation across hospitality & tourism industry segments and measurable impact. 

SUCCESS IN THIS ROLE LOOKS LIKE

• Strong, trust-based relationships with a diverse portfolio of small and midsize business partners 
• Increased representation and engagement of neighborhood, cultural, and independent businesses within Destination Cleveland’s hospitality & tourism industry network
• Measurable conversion of engagement into revenue in the form of partnership dues and advertising
• High satisfaction and retention within assigned accounts 
• Consistent and strategic use of customer relationship management (CRM) data to guide decision-making and prioritize relationship management

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Relationship Management & Account Ownership

• Own and manage a defined portfolio of small and midsize business hospitality & tourism industry relationships. 
• Serve as the primary point of contact at Destination Cleveland for assigned businesses, ensuring a high-touch, responsive, and relationship-centered experience. 
• Maintain and build trust through consistent outreach, proactive communication and timely follow-through. 
• Conduct regular check-ins (in-person, virtual, or on-site) to understand needs, challenges, and opportunities within portfolio of accounts. 
• Maintain a deep understanding of each partner’s business model, goals, and target audiences. 

Engagement of Hospitality & Tourism Industry Segments

• Priority industry segments include: 
• Independently owned restaurants and retailers 
• Culturally significant or neighborhood-based organizations and businesses
• Seasonal, pop-up, or experiential operators 
• Tours, attractions, and experience-based businesses
• Actively identify and engage underrepresented hospitality & tourism industry segments to ensure equitable inclusion and participation across Destination Cleveland’s network of relationships. 

Program-to-Partnership Conversion Strategy

• Partner closely with the Programs Specialist to identify businesses engaging in programs, workshops, and events. Track and manage the progression of these businesses from:
• Awareness to Participation to Partnership (microbusiness or entry-level partnerships, introductory advertising packages) to Growth 
• Create tailored pathways for small and midsize business partners to scale their involvement and investment with Destination Cleveland over time. 

Revenue Generation & Portfolio Growth

• Contribute directly to team private revenue goals through:
• New partner acquisition 
• Retention and renewals 
• Consultative selling around relevant assets, projects and initiatives
• Balance organizational revenue goals with sensitivity to the needs and capacity of small businesses. 
• Identify creative, accessible ways for partners to participate in revenue-generating opportunities. 

Community & Neighborhood Engagement

• Serve as a connector between Destination Cleveland and neighborhood business ecosystems. 
• Build relationships with local business districts, chambers, merchant associations and community-based organizations. 
• Collaborate with these community partners to:
• Increase awareness of Destination Cleveland offerings 
• Strengthen local ecosystem of small and midsize business support
• Ensure programming reflects diverse voices and perspectives

Internal Collaboration and Alignment

• Work cross-functionally with:
• Programs team (engagement + pipeline development) 
• Marketing, content and PR teams (storytelling + visibility + media opportunities) 
• Convention services team (alignment on referral opportunities for meetings & conventions) 
• Share insights from partners to inform:
• Program development 
• Product offerings 
• Messaging and outreach strategies 
• Ensure small and midsized business perspectives are represented in organizational planning. 

Data, CRM & Relationship Tracking

• Maintain accurate, real-time records of all partner interactions, opportunities, and outcomes in CRM. 
• Work closely with the Industry Engagement Support Specialist to track key metrics including:
• Engagement activity 
• Conversion rates 
• Revenue generated 
• Partner lifecycle stage 
• Use data to prioritize outreach, identify gaps, and improve performance. 
• Develop and follow standardized workflows for account management. 

Continuous Improvement & Strategic Input

• Identify areas of opportunity to leverage AI to more efficiently manage and scale the number of relationships we can manage. 
• Identify trends in small and midsize business needs, industry gaps and engagement barriers. 
• Recommend improvements to programs, outreach strategies, and partner offerings. 
• Contribute to the evolution of Destination Cleveland’s small and midsize business engagement model. 
• Take on expanded or evolving responsibilities as initiatives grow over time. 

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. 

REQUIREMENTS 

• Strong written and verbal communication skills
• Extremely organized and strong attention to detail 
• Project management skills
• Demonstrated research and critical thinking skills 
• Ability to thrive in a fast-paced, ever-changing environment 
• Creativity in problem solving and solutions-oriented approach 
• Ability to work flexible hours when required 
• Public speaking skills

EXPERIENCE AND EDUCATION 

• Prior work experience in community partnerships and/or relevant account or relationship management experience working with small and midsized business (particularly in the hospitality & tourism industry) (3 – 5 years). 
• Comfort and ability to leverage a human-centered approach to AI (i.e. using it as a tool, not as a replacement for engagement). 
• General understanding of basic marketing & sales skills. 
• Experience with consultative selling and relationship management is preferred. 
• Bachelor’s degree preferred but not required.

PHYSICAL DEMANDS 

The physical demands and work environment 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. 

• Viewing computer monitors
• Ability to lift to 40 pounds safely 
• Ability to stand for long periods of time when on-site for programs & events 

WORK ENVIRONMENT 

• Office environment; moderate noise. 
• Event environment when on-site for programs & engagements.
• Days and hours of work are Monday through Friday, 8:30 a.m. – 5:00 p.m. 
• Frequent travel across the City of Cleveland and throughout Cuyahoga Cou