The Performance and Planning Manager (PPM) with the KI Concerts division of Headfirst Companies is responsible for ensuring the delivery of high-quality tour programs which meet and exceed the expectations of our client director/group leaders and their travelers and retaining that business into future years. As a key member of the Operations team, the PPM works cross-functionally stakeholders inside and outside of the organization, to coordinate and lead the day-to-day management of tour details ahead of and during each KI Concerts tour program. The PPM takes an active role in understanding and integrating the expectations of the client director/group leader during the development of the itinerary (including, without limitation, as related to important experiential tour elements like bookings for hotel-coach-guide, menus and performances) and liaising cross-functionally to ensure full alignment between the internal KI team, the in-country land operators, destination management companies and suppliers, and the client on the final itinerary and other key information both before and during the tour. The PPM also remains available to problem-solve any issues that arise during the tour. While the PPM will travel to some KI’s performance tours abroad, this role will also be responsible for facilitating events where they are not present. The world of performance touring is dynamic, and the PPM will also be expected to assist with other responsibilities as requested/assigned. Post-tour, the PPM is responsible for gathering feedback and evaluations from the client and operational partners.

Tour Planning Management

• Maintain consistent, open communication between Operations and Sales; take a lead role in building, refining, and implementing efficient and effective processes (through regular briefings and/or collection of standardized cross-functional forms) to ensure smooth Sales-to-Operations “hand off” of client groups.
• Create tour itinerary proposal incorporating items handed off from Sales and coordinate with internal and external stakeholders to initiate tour planning process:
  • Review itinerary proposal with client upon hand-off from sales to ensure the client expectation matches the proposed itinerary.
  • Communicate itinerary proposal to Air department to initiate the process of group air bookings. Receive approved flight details to incorporate into proposed itinerary; if flight details are not available by the draft itinerary deadline, work directly with Air department to understand present status and advise on any criteria which could affect the itinerary (e.g., early morning arrival for sightseeing) or any specific requests from directors/leaders for airline or airport.
  • Communicate itinerary proposal to prospective land operator, collaborating with selected operator to confirm that the desired tour components are deliverable and aligned with scheduling, budgetary, and logistics considerations.
• Coordinate all performance elements of the tour between the client and land operator. This includes assisting the client with choosing appropriate repertoire, ensuring the venue chosen is appropriate for the group and creating an online program for the performances. Coordinating rental and/or transport of instruments with the land operator and Air team is also required. For Festival events, the PPM works directly with the conductor of the event to select repertoire, obtain any necessary music scores, ensure all groups participating are properly prepared for the Festival and obtaining accompanists(s.)
• Maintain regular contact with client from Sales handoff through return from tour. A minimum communication by phone or video conference is expected once per month when the group is within 12 months of departure, and minimum response time of 48 hours (excluding weekends and PTO) to all client requests via email, phone or text.
• Maintain regular communication with Air department to ensure a clear understanding of any applicable Air deviations and upgrades, and own direct outreach to client on Air-related matters, including:
• Ensuring client understands airline rules and restrictions or other options (land only or one-way).
• Conveying deadlines around confirming and/or releasing air seats.
• Finalize and submit tour itinerary content to client for final review and comments. While discussion of the itinerary with the client will be ongoing, the full draft itinerary should be presented to the client 60 days prior to departure.
• Work with client to resolve any feedback or questions as needed to ensure alignment on tour itinerary documentation prior to presentation to travelers.

Tour Launch Management

• Manage final preparations in the critical months leading up to each tour, including:
  • Submitting finalized tour itinerary – with all collateral and media added – to travelers.
  • Scheduling and leading call(s) with land operator to walk through final itinerary, identifying any anticipated concerns or problem areas, and resolving any remaining itinerary gaps (e.g. venues, local ensembles, restaurants, guides, etc.). This will include calls/communication with the Tour Manager.
  • Overseeing communications with client to ensure resolution of all outstanding questions and concerns in the period immediately preceding departure (such as finalizing master traveler list and group rooming list and collecting any missing passport copies) and ensure land operator has all necessary information in advance of tour departure.
  • Creating and submitting a “Director’s Handbook” to client a minimum of two weeks prior to travel, which includes final confirmed version of the itinerary, plus all key additional tour details such as (1) airport procedures for departure, connection and arrival, (2) contact information to include KI Concerts after-hours emergency number and the mobile number(s) for tour guide(s), and (3) a detailed performance briefing crated by Performance department.

In-Country Experience Management

• Communicate on an ongoing basis with land operators and Performance team members to receive periodic updates on performances and sightseeing; monitor and update itinerary with changes as needed while ensuring that nothing gets dropped from the tour (i.e. shifting sightseeing around confirmed rehearsal and performance times).
• Communicate on an ongoing basis with Air department to receive airline schedule changes and update current itinerary while checking that sightseeing is not disrupted. Send client and land operator major schedule changes (generally, an adjustment of over 2-3 hours or a change of airline) if activity on arrival and/or departure day(s) is affected, and work with land operators and client to rework itinerary as needed.
• Exercise strong project management, communication, and business judgment skills to help anticipate, prevent, and/or resolve any other issues or problems which might arise during a tour.
• The PPM will travel on select tours each year, and while on tour is responsible for ensuring the full itinerary and performances meet KI quality expectations. This will include coordination with the Tour Manager, land operators and other on-tour suppliers, Air Department and other stakeholders to ensure quality of operation.

Post-Tour Experience Management

• Send evaluation to client within 1 week of group’s return and follow up with client until completed (expectation is 90% of total surveys for the year will be completed.)
• Work with Sales to ensure that any important information about a client that was learned during a tour is passed along/recorded within the customer relationship management system. Work with client to determine next tour dates and destination and begin planning.

Sales Component

• The PPM is responsible for the client relationship, which may include rebooking once they have completed travel.
• Once a group is handed from the Sales Rep to the PPM, the PPM is responsible for supporting the group in finalizing tour registrations to reach their planned number. This may involve assisting the group with meetings to their prospective travelers, as well as providing materials to the Director/group leaders to encourage final registrations.

Overarching Program Management

• Update and develop training and process materials for the PPM role.

The Requirements

• Bachelor’s degree strongly encouraged, with a concentration in music, business, management, or related field viewed favorably.
• At least 5 years of relevant professional experience in operations, event coordination, travel, or other related field.
• Demonstrated experience in the music industry, specifically classical music or music education.
• Strong interpersonal and written and verbal communication skills; ability to communicate clearly and effectively with internal staff and management with limited managerial oversight.
• Excellent attention to detail.
• Ability to problem-solve and apply previous take-aways and lessons learned to similar problems when they reoccur.
• Capacity to manage multiple work streams in an organized manner, adhere to strict deadlines, and coordinate with/communicate urgency to colleagues and other stakeholders to ensure mission-critical tasks and projects stay on track.
• Ability to think ahead to how issues and decisions will impact customer experience and budgetary objectives, and to exercise good judgment to balance competing experiential and operational interests.
• General knowledge and understanding of international performance travel industry and the global destinations to which KI Concerts clients travel. Personal travel experience to these destinations is a plus.

The Character

• An impassioned enterpriser who shares the Headfirst Companies’ core mission and values, and believes in our ability to work together to make a difference in the lives of children and young adults
• A juggler and prioritizer, who is accustomed to managing multiple complex projects at the same time and is able to maintain focus on key priorities in a noisy, fast-paced environment
• A team player who approaches professional hurdles with a strong sense of individual responsibility and a sincere emphasis on team over self.
• A humble and enthusiastic leader who possesses the passion and polish to serve as an ambassador of Headfirst Companies
• A motivated self-starter who is autonomous and dependable
• A doer who has an entrepreneurial spirit and a focus on finishing the job every day  
• An independent thinker who assumes responsibility beyond what is asked, and takes initiative for positive change
• A flexible, coachable, and down-to-earth teammate who has the desire and capacity to grow through self-reflection, and by both providing and receiving thoughtful, constructive performance feedback
• A consummate professional who has the ability to prioritize and multitask, managing several projects concurrently, sometimes under pressure, and often with tight deadlines, while maintaining a positive attitude and professional demeanor
• A patient problem-solver with a stellar sense of humor

Headfirst Companies are proud to be Equal Opportunity Employers. We value diversity and inclusivity across our Headfirst community, and we strongly encourage individuals from underrepresented groups to apply.