Vip Operations Manager

Job Description

Who We Are:

Frieze is the world's leading platform for modern and contemporary art, dedicated to artists, galleries, collectors and art lovers alike. Frieze comprises three magazines – frieze, Frieze Masters Magazine and Frieze Week – and five international art fairs – Frieze London, Frieze Masters, Frieze New York, Frieze Los Angeles and Frieze Seoul. In October 2021, Frieze also launched No.9 Cork Street, a permanent space for visiting international galleries in the heart of Mayfair, London. Frieze is part of the IMG network.

What You'll Do

Reporting to the Head of VIP Operations, the VIP Operations Manager will play a key role working across all fairs and regional VIP teams. They will serve as the primary liaison with our Data and Digital Teams, spearheading the maintenance of our CRM database, Sugar. This role is crucial in managing the invitations process for all our fairs, ensuring streamlined operations, and maintaining strict adherence to deadlines. The VIP Operations Manager will also oversee a team of temporary inbox staff, manage their budget, and ensure the timely answering of VIP queries. Furthermore, they will collaborate closely with our VIP Consultants to provide necessary information in advance of our fairs.

Key Responsibilities Include But Not Limited To:

VIP Data, Digital and CRM Management:
• Serve as the primary point of contact for the Data and Digital Teams, creating and managing the annual timeline.
• Lead the maintenance and management of the CRM Database, Sugar, within the VIP Team, ensuring data integrity and accuracy.
• Liaise closely with the Digital Team to ensure the maintenance and regular updating of the VIP dashboard and website.
• Management of Intercom, our customer service platform.

Invitation Process Management:
• Collaborate with the Data Team to curate and review invitation lists for each fair.
• Work closely with regional VIP teams to complete invitation reviews before every fair.
• Oversee the sending of invitations and tracking of responses on Power BI, providing regular updates to the Head of VIP Operations and VIP Team.
• Review best practices and streamline the invitations process to enhance efficiency.
• Work closely with the VIP Data Research Assistant after every fair to review and segment new VIP data.

VIP Inbox Team Management:
• Manage a team of temporary VIP inbox staff for each fair, and the VIP Assistant, setting their schedules and arranging their contracts with HR.
• Oversee the budget for VIP inbox staff and process their invoices.
• Ensure clear communication and efficient workflow within the team.
• Work closely with the temps during fair time to clear all VIP inboxes including inboxes related to VIP queries, advisors, galleries and institutions.
• Ensure the VIP temp staff have all the relevant information they need and pass requests are handled in a timely manner.

VIP Consultant Support:
• With the Head of VIP Operations, oversee VIP Consultants plans at the fair and year-round.
• Work closely with VIP Consultants to ensure they have all necessary information prior to each fair.
• Oversee travel and accommodation for VIP Consultants where relevant.
• Help with planning around VIP Consultant events in their respective cities, liaising with regional VIP Teams and the Events Team.
• Process VIP Consultants' invoices and fees in a timely manner.

VIP Desk Management:
• Shared management responsibilities of the VIP desk at all fairs, including supporting on training temporary VIP and Exhibitor Assistants.
• Ensure that VIPs have a seamless and positive experience on-site.
• Address any issues or concerns raised by VIPs promptly and professionally.

You Will Have The Following Strengths:
• Proven experience in an arts-based institution is highly desirable.
• Previous project management and operational experience.
• Excellent communication and interpersonal abilities.
• Experience of using Microsoft Suite, particularly Excel.
• Proficiency in CRM systems.
• Experience processing invoices and managing budgets desirable.
• Strong analytical skills and attention to detail.
• Demonstrated ability to streamline processes and improve operational efficiency.
• Excellent organisational and time management skills.
• Ability to work under pressure, meet tight deadlines and collaboratively work as part of a team.
• Experience of working with data, analytics and a database preferable.
• Flexibility to travel and work weekends as required.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Jobcode: Reference SBJ-d8jepx-3-144-172-245-42 in your application.