Customer Experience Manager

About the role

From the start, you will be immersed in the fast-paced and dynamic world of exhibitions and events. Your focus will be nurturing and growing strong and long-term exhibitor relationships, mapping out the exhibitor journey, ensuring exhibitor satisfaction, contributing to new business development, and where appropriate assisting in the successful delivery of projects.

You will work alongside the sales and services teams, making sure the needs of the exhibitor are clearly understood and addressed. You will be the voice of the exhibitor within the organisation, helping to define and shape the processes required to meet their needs.

This is a permanent, full-time position, and although some remote work is available, the successful candidate must be able to work from our Colliers Wood HQ, as well as be able to travel to client meetings and on-site locations for project installations and management.

Your experience and skills

• Onsite management and leadership
• Exhibitor journey mapping
• Understanding and setting customer satisfaction initiatives and qualifying them
• Cost, revenue and margin awareness
• Leadership and management of KPIs
• Management of outbound sales activity to budget
• Reporting sales and service performance
• Creating marketing initiatives to drive growth
• Ability to coach and mentor
• Relationship management for both internal and external clients
• Quality management for exhibitor projects and quality insurance
• Strategic thinking and understanding of exhibitors’ needs. Setting of specific exhibitor strategy and means of engagement
• Ability to cross skill and deliver outside area of expertise
• Ability to handle pressure and dynamic environments
• Recognise growth opportunities

General competencies

• Ability to demonstrate strong project management
• Strong management of both tasks and time
• Enthusiasm and flexibility
• Attention to detail and ability to multitask
• Good understanding of general IT, including the use of Microsoft Office (Outlook, Excel, Word, and PowerPoint) and CRM systems – all within a MacOS environment
• Excellent communication skills, both verbal and written

Remuneration and benefits

• £35k depending on experience
• Company structured bonuses
• 25 days holiday plus bank holidays
• Onsite Beer Garden
• Great working culture and team socials

If you’d like to apply, please send your CV and cover letter to careers@skylinewhitespace.com

The working ethos here at Skyline Whitespace is one of working hard as a team and delivering great projects for our valued clients. If you think you’re the right fit, then we can’t wait to hear from you.