The Registration Team Lead at the Lausanne Movement will oversee all aspects related to Global Gathering registrations, including nomination, application, selection, registration, financial appeals/scholarships, and participant support for Global Gatherings. They will work closely with various departments to ensure seamless coordination and provide exceptional customer service to participants. The Registration Team Lead will also assess participant and stakeholder needs, set and monitor goals for registration, and provide direction to the registration team. Additionally, they will have the responsibility to create systems and processes to streamline registration operations and build the registration team up and down as needed to accomplish registration goals for global gatherings. This includes identifying capacity needs, hiring and training new team members, and providing ongoing support and supervision. The team may consist of multiple registration specialists, a finance/financial appeals specialist, and one to three customer service agents, among others. This multifaceted role requires strong leadership, systems thinking, innovative problem solving and adapting to evolving requirements to ensure the success of Global Gatherings.
EMPLOYMENT TYPE: 40 hours per week
REPORTS TO: Director of Operations
WORKS CLOSELY WITH: Data, IT, Communications, Finance
FUNCTIONS AND RESPONSIBILITIES
- Oversee Creation and Implementation of Registration Processes: Manage all areas and touchpoints related to the registration process as pertain to the Operations Team, including nomination, application, selection, registration, financial appeals/scholarships, and participant support. Ensure smooth operation and exceptional customer service throughout.
- Set and Monitor Goals: Develop goals and metrics for registration in collaboration with area leads. Monitor progress towards goals and provide direction and support to team members to ensure objectives are met.
- Assess Participant Needs: Evaluate the needs and preferences of participants and stakeholders regarding registration processes and services. Implement improvements or adjustments based on feedback and analysis.
- Registration Team Oversight: Supervise a team of service providers hired as needed to fulfill various roles within the registration process. This team may include but is not limited to multiple registration specialists, a finance/financial appeals specialist, and one to three customer service agents.
- Liaise with the Logistics Team: Collaborate with the logistics team to coordinate participant support in regard to registration logistics.
- Liaise with the Participant Communication Team: Coordinate with the communications team to ensure accurate and timely dissemination of registration-related information to participants through various channels.
- Liaise with the Finance Team: Work closely with the finance department to manage registration payments and financial appeal implementation.
- Liaise with Data & IT Team: Collaborate with the data and IT team to ensure the registration system is efficient, secure, and user-friendly. Provide support for troubleshooting and data management as needed.
POSITION REQUIREMENTS
Professional
- Previous experience in event registration management or customer service management roles.
- Innovative, collaborative problem solver
- Strong organizational and multitasking skills with attention to detail.
- Excellent communication and interpersonal abilities.
- Ability to work collaboratively with cross-functional, multicultural teams.
- Ability to work under pressure and meet deadlines in a fast-paced environment.
- Proven experience in team leadership and management, including overseeing diverse teams and external service providers.
- Strong leadership and mentoring skills with the ability to motivate and develop team members.
- Experience in hiring, training, and evaluating staff.
- Commitment to fostering a positive and collaborative team culture.
- Fluency in English required.
- Fluency or high proficiency in Spanish, French, Portuguese, Korean, Chinese or Russian is a plus.
Spiritual
- Follower of Jesus Christ
- Affirmation of The Lausanne Covenant (www.lausanne.org/covenant)
- Ability to interact sensitivity with people from diverse Christian theological perspectives within the global Body of Christ, under the common commitment of The Lausanne Covenant.
- Embraces the spirit of Lausanne described as a spirit of humility, friendship, study, prayer, partnership, and hope.
COMPENSATION: Payment will be arranged based on competencies and responsibilities and will be decided on an individual basis. Lausanne does not have direct employees so, the payment will be contract work with a business vendor or the prospective employee will be employed through one of our partner organizations.
LOCATION: Remote working arrangement, with required availability at different times of the day for periodic calls with staff around the world. This position will require some international travel (~20 nights per year).