Key Roles and Responsibilities

• Develop and lead a comprehensive customer experience strategy covering onboarding, event execution, and post-event follow-up.
• Ensure a consistent, high-quality client journey across all stages of the event lifecycle.
• Monitor and ensure achievement of KPIs related to satisfaction, response time, and issue resolution.
• Lead initiatives to enhance overall exhibitor experience and operational excellence.
• Work closely with Sales for smooth client handovers post-contract signing.
• Coordinate with Operations for booth logistics, branding requirements, and technical needs.
• Partner with Marketing to align on co-branding, sponsor visibility, and communication materials.
• Lead the implementation of client feedback processes, analyze results, and recommend enhancements.
• Utilize insights to drive innovation and improve service delivery.
• Manage and mentor the CX team, including CX Executives, Coordinators, and On-site Support Staff.
• Set team objectives, oversee performance, and support development initiatives.

Key Qualifications and Skills

• Bachelors degree in a relevant discipline with a minimum a minimum of 5–8 years in Operations/Customer Experience or Client Relations, ideally within the events/exhibitions industry, with proven managerial experience leading customer-focused teams.
• Demonstrated ability to improve and optimize customer journeys.
• Ability to multi-task and deliver under strict deadlines.
• Strong problem-solving, client relationship, and key account management skills.
• Advanced MS Office proficiency (especially Excel, PowerPoint).
• Strong data analysis and reporting skills.
• Excellent written and verbal communication skills.

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