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Customer Solutions Executive (JR100896)

Clarion Events Ltd

Description

At Clarion, our people are at the absolute heart of what we do. We’re proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

We are looking for a motivated and client-facing candidate with proven success within the exhibition event industry. The successful candidate is expected to build stronger relationships with our customers and provide solutions to their queries about our events. The ideal candidate will have excellent communication and problem-solving skills, be a team player, and have the ability to organize their time to manage multiple projects.

Clarion’s Digital Marketing Division is the home of two market-leading brands Traffic & Conversion Summit & Affiliate Summit.  Affiliate Summit runs the biggest affiliate marketing events in the world, and attracts thousands of advertisers, networks, agencies, and affiliates from the US and across the globe.  Traffic & Conversion Summit is the biggest independent digital marketing conference in North America, we have a mind-blowing pedigree of speakers including Richard Branson and Arnold Schwarzenegger.

We don’t run your typical conference, so if you’re looking for a bunch of guys in grey suits, we might not be for you.  We bring together SMEs, bloggers, Instagram influencers and the world’s largest eCommerce brands.  Our Vegas show sells out every year as you have probably seen EVERYBODY (including your granny) is now shopping online.  The pandemic changed EVERYTHING, it has forced the digital marketing industry (and that includes us!)  to pivot and innovate in ways we have never seen before. We are at a really exciting time of transformation in our business as we launch new content for the industry, and ultimately become even more customer obsessed than ever before.

Clarion Events and the Digital Marketing portfolio embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Key Responsibilities:

Key Responsibilities Pre-Show:

    • Developing and managing strong customer relationships to ensure deliverables meet and exceed sponsor and exhibitor expectations.
    • Serving as the primary contact for customers and acting as a knowledge base on all-show things (Attendee, Sponsor, and Exhibitor).
    • Assisting with the development, test, and launch Sponsor/Exhibitor portal that contains all logistical elements needed in order to customers to exhibit.
    • Monitoring and updating the floorplan to ensure accuracy with floorplan weekly.
    • Managing and resolving all customer escalations (support or response to any alerts, red flags, poor satisfaction).
    • Conducting regular check-ins on clients to control Attendee, Exhibitor and Sponsor satisfaction levels.
    • Developing personalized solutions based on customer queries that are sustainable and deliver Return on Objectives to customers.
    • Project management of key work streams that focus on customer satisfaction.
    • Responsible for the creation of Attendee FAQs, responses, and engagement plans.
    • Effective coordination with event management, marketing, finance, and operations teams to ensure registered Sponsors and Exhibitors in good financial standing prior to the show.

Key Responsibilities Onsite:

    • Serving as the main point of contact for customers throughout the event, addressing their questions, concerns, and needs.
    • Answering all queries submitted via email, text, and/or chatbot received during events.
    • Conducting regular check-ins with customers to ensure their satisfaction and gather feedback.
    • Coordinating with the Operations team to address technical or logistical challenges faced by customers.
    • Working closely with customers to ensure their long-term satisfaction and encourage their continued participation in future events.

Key Responsibilities Post-Show:

    • Conducting post-event debrief sessions with customers to gather feedback and assess their overall satisfaction.
    • Documenting customer feedback, testimonials, and success stories for future reference and marketing purposes.
    • Collaborating with the greater team to develop and execute strategies for customer retention and engagement.
    • Updating all event knowledge bases with relative information to reflect future event information.
    • Testing registration function and customer journey pre-show launch, to ensure a seamless registration experience.
    • Conducting detractor interviews with all Attendees, Sponsors, and Exhibitors.

Requirements

Knowledge, Skills & Behaviour:

    • Experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or equivalent).
    • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees if the organization.
    • Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
    • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
    • Excellent communication and interpersonal skills.
    • Experience with Chatbot operations.
    • Flexible approach, able to operate effectively with uncertainty and change.
    • Focused, self-motivated, enthusiastic and with a “can-do” attitude.
    • A high level of accuracy and attention to detail is required.
    • Desirable experience in the trade show or event management industry.
    • Bachelor’s degree preferred.

Benefits

  • 25 days’ holiday plus bank holidays
  • End of year wellbeing shutdown (closed for the last week of the year)
  • Celebration day off (e.g. birthday, Diwali, Eid, etc)
  • Summer Hours in August (3pm finish on Fridays)
  • Helping Our World (HOW) Days – one paid day per quarter to carry out charity work
  • Pension Scheme
  • Private Medical Insurance
  • Health Cash Plan
  • Wellbeing Library (MYNDUP)
  • Mentoring Programme
  • Subsidised Café
  • Season Ticket Loan
  • Cycle to Work Schemes
  • Free on-site gym and shower facilities
  • Free eyesight tests
  • Free flu vaccination – offered on site once a year for all employees

Company Name

Clarion Events Ltd

Salary / Salary Range

Competitive

Closing Date

31-Jul-2024

Date Entered

29-May-2024

Location

London

Contact Name

Chris Pedder

Email Address

Christopher.Pedder@clarionevents.com
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