Issue link: https://digital.copcomm.com/i/1503289
B M & T ••• July/August ••• www.blackmeetingsandtourism.com 13 contracts, training, managing teams, maintaining customer service survey scores and more, which will make her an asset in realizing the vision for the JCC. ABOUT THE JACKSON CONVENTION COMPLEX The Jackson Convention Complex features 330,000 square feet of flexible exhibit, ballroom, and meeting space and is located in the heart of downtown Jackson — Mississippi's capital city and the heart of Southern hospitality. Whether you are planning or attending a concert or a training seminar, a charity ball or a volleyball tournament, a national conven- tion or a wedding reception, we're here to make it shine. The Complex is LEED Certified and offers first-rate amenities, state-of- the-art technologies, resort-quality service and in-house catering services. ENCORE HIRES TWO SENIOR EXECUTIVES TO LEAD CUSTOMER EXPERIENCE The Strategic Move Underscores the Company's Commitment to a Culture of Service Excellence Encore, a global leader in event technology and production services, has announced two new senior posts. Trevor Ferguson joins in the role of Chief Operating Officer and Michelle Brown as Senior Vice President of Operations & C u s t o m e r Excellence. Together the new roles mark the latest milestone in the Encore post- pandemic strategy to build back dif- ferently, leaning into a customer- centric mindset, alongside important investments in develop- ing and equipping our team members to serve as partners along the customer journey. "These two new roles will focus on consistently elevated customer experience across our business," said Ben Erwin, President & CEO. "We believe our people are our key differen- tiators in the marketplace, and by investing in our team mem- ber experience, we're investing in our customer experience. Alongside Trevor and Michelle's leadership, the Encore team will continue to build upon our purpose to con- nect and inspire." Trevor joins Encore from Aramark, where he served as President/COO of Aramark's Higher Education business. He describes himself as a servant- leader with a commitment to prioritization and results. "People deserve to be protected, respected, and connected, and I'm here to ensure that for all our stakeholders. When they feel that, they thrive," Trevor said. "Our community is an ecosystem of team members, venue partners and meeting professionals. Through training, prioritiza- tion, leadership, commitment, and accountability, we can build upon our foundation to deliver events that transform, together." Michelle most recently served as Vice President of Digital Products and Analytics at United Airlines and had served in many functions prior, including CFO of commercial business units, Managing Director of Airport Operations, and Managing Director of the MileagePlus loyalty program. She will lead the company's operational best practices with a focus on scaling service excellence across the business. "I am committed to enhancing the ways we consistently serve our customers and leverage technology to elevate the team member's expe- rience," Michelle said. ABOUT ENCORE Encore creates memorable experiences that engage and transform organizations. As the global leader for in-person, hybrid and virtual events, the Encore team of innovators and experts deliver real results through event strategy, design, technology, production and digital solu- tions. Encore operates in more than 20 countries across North America, Europe, the Middle East, Australia and Asia Pacific. It is the trusted part- ner of choice for more than 2,100 premiere hotels and venues world- wide. The company is headquartered in Schiller Park, Ill., within the Chicago metro area.