Customer Experience Manager
UAE, Dubai

Job Reference: --007013

Location: UAE, Dubai

Closing Date: 25/08/2019

Department: GE EMEA - Central

Division: Informa Markets

Key Performance Indicators

  • Increase in exhibitor NPS and satisfaction scores
  • Identification of new revenue growth opportunities
  • Delivering acceptable levels of ROI through CX initiatives
  • Increasing customer retention / reducing churn through CX improvements
  • Effective coordination with the event management, marketing, sales and operations teams
  • Timely & accurate reporting of customer satisfaction scores and activities

 

 

key dimensions:

Main Duties & Responsibilities:

 

Customer Journey research and strategy

  • Contribute to the research into customer journeys with internal teams, customers and suppliers
  • Conduct a variety of online, telephone-based and face-to-face research, including focus groups
  • Instil and manage a process of continuous improvement in our customer journeys
  • Own the exhibitor journey map and strategy for our shows
  • Clearly identify and communicate the vision for our ideal exhibitor experiences

 

Key Account ‘Experience Management’

  • Work with show teams to develop key account lists on selected shows
  • Develop an innovative and practical plan for elevating the experience of the key accounts
  • Work with show teams, sponsorship teams, key partners/suppliers and the key accounts to identify experiential points of pain and find creative solutions to these
  • Turn these individual solutions into all-in-one packages/services that provide customers with a great experience on our shows and can be scaled across multiple shows
  • Where appropriate, ensure that these enhanced packages drive significant additional revenues to Informa through the careful selection of our key partners and suppliers to deliver these services

 

Process and technology improvements

  • Identify weak points in our current exhibitor journeys and propose process or technology improvements to fix these gaps
  • Own this change management process and ensure that once new processes have been created that they are then followed by all parties
  • Spend time looking for technology solutions that would create an enhanced exhibitor experience on our shows then work with the operations team to implement these where necessary
  • Understand and assess the technology solutions available from our existing suppliers to ensure that we are using them to the required levels

 

Partnership strategy

  • Contribute to the partnership strategy for Informa and look for opportunities to improve the customer journey while supporting the partners
  • Work with relevant internal teams to commercialise these services and to ensure an increasing number of customers use these services as standard

 

 

 

Onsite experience

  • Contribute to the overall onsite experience for all customers, including exhibitors, sponsors, visitors and delegates.
  • Conduct frequent tests of small incremental changes at shows, that could cumulatively have a big impact on show experience (e.g. using scents or sounds in halls, trying different gifts or giveaways, using music, introducing unexpected experiences, etc)
  • Take an active role in the strategies around features & activations at selected shows to ensure that these are delivering on their objectives
  • Work with the CX Director, EMEA to allocate the CX budget on selected shows and ensure it delivers desired ROI
  • Propose innovative packages of supplier services that can be targeted to specific groups at our shows (e.g. VIP Arrivals, Influencer Rewards, Hosted Buyer Services, Pavilion Packages, etc) as part of an overall effort to improve customer journeys.

 

Management and Reporting

  • Monitor and manage exhibitor satisfaction levels
  • Conduct regular and ongoing research with our customers to look for continuous improvements in our customer journeys and report back on your findings
  • Continually monitor and research the market using online resources, gaining customer feedback, attending competitor events where appropriate, and industry networking
  • Effective communication with other internal departments including sponsorship, operations and marketing to maximise customer experience.
  • Perform any other duties commensurate with the grade and level of responsibility.

 

 

Person Specification

Minimum Education Level:

  • Educated to degree level or equivalent

Background Knowledge, Skills & Experience:

Essential

  • Significant and successful experience in the events industry, preferably with a strong agency background in a business development, account management, strategy or operations role
  • Experience in managing operations on tradeshows or consumer shows or event-related experience gained in an event or creative agency
  • Creative thinking and problems-solving ability
  • Comfortable and experienced in customer-facing environments
  • Computer literate and proficient in the use of commonly used business software
  • Able to influence without authority
  • Effective verbal and written English communication skills
  • Strong interpersonal skills
  • Commercial awareness
  • Attention to detail
  • Numerate
  • Willingness to travel (~10%)

 

Desirable

  • Experience of managing suppliers in the exhibition industry
  • Experience of working in different countries and regions
  • Experience of conducting market research into new markets and products
  • Relevant industry knowledge
  • Language skills (Arabic in Dubai, French/German/Spanish in London)

 

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