AEO - Association of event organisers

Head of Customer Success - Digital Marketing Sector

AEO

Head of Customer Success - Digital Marketing Sector

  • Closing date: 31-May-2019
  • Hours:
    • Full Time
  • Job function:
  • Contract type:
    • Permanent

The Opportunity:

Clarion’s Digital Marketing portfolio is on a mission to create the largest gathering of digital marketers in the world. We are the fastest growing portfolio in Clarion and embrace innovation, mistakes and new ideas. We aim to put the customer at the heart of all decision making.

The major brands in the portfolio are Traffic & Conversion Summit and Affiliate Summit.  Our events are unrivalled in size and market share. T&C is the largest digital marketing event in North America.

Affiliate Summit is the number one conference and tradeshow for the performance marketing industry internationally. The flagship Affiliate Summit show in Vegas brings together more than 6000 attendees.

This is a new role, created to lead our mission to become a truly customer centric business.
 

Key Responsibilities:

  • Driving continuous improvement in NPS and other customer satisfaction metrics (including response times, attendee retention rates)
  • Responsible for upholding the digital marketing portfolio Customer Charter
  • Help foster culture of Customer Success
  • Overall responsibility for the Customer Success team across Digital Marketing portfolio – AS, T&C and DAX
  • Drive constant improvement by continually identifying and implementing quick wins to improve customer service offering
  • Drive consistency across the portfolio in terms of processes that affect the customer experience in order to reduce customer effort (registration, hotel bookings, marketing emails, resource centres, FAQs, customer journey) and create a more seamless customer experience
  • Develop longer term strategies to improve pre-show customer service via all touch points with customers across the portfolio – tech (webinars, optimal use of CS platform, web chat, chat bot), people, resources
  • Create proactive, outbound customer success programme to engage with clients before they need to contact us
  • Implement recommendations from Integration Manager Customer Success project
  • Own relationship with Freshdesk – organise and support CS team by providing training and educational days via their academy programme
  • Work with Operations to develop and implement plan of action for enhancing onsite customer experience for attendees, speakers and spex
  • Manage mystery shopper project for exhibitor assessment
  • Responsible for implementing customer care culture and team values across all CS Execs
  • Create individual and team KPIs and objectives and put in place incentive programme to drive customer interaction and success
  • Reporting and analysis – own all monthly/ weekly reporting to management regarding customer satisfaction / response times and delivering on the Customer Charter
  • Recruit temps and train for peak season customer engagement (pre-show) where necessary. Map out resource requirements for the year to understand peak season points
  • Collaborate with Ops regarding relationship with temp staff agency for onsite staff in terms of training and ensuring the temp staff are an extension of our team onsite
  • Collaborate with Marketing to ensure CS related questions are included in all feedback surveys
  • Collaborate with relevant team members to implement improvements based on survey feedback
  • Run telephone interviews with ‘Detractors’ from feedback surveys - listen to the dissatisfied customers and understand how we can improve based on their feedback
  • Interview top customers on all shows to understand their ‘post sale’ experience of us/ their challenges/ successes, use as research to identify where to focus improvements.
  • Understand customer lifetime value, and identifying the strategies needed to capture and retain that value.
  • Gather a deep understanding of customer personas and ensure these are at the forefront of every decision

 

Knowledge, Skills & Behaviours:

  • Previous experience in a similar role
  • Working knowledge of a customer service platform, principles and practices
  • Excellent communication skills
  • Empathy
  • Organised
  • Innovative, and willing to challenge the way things have always been done
  • Interpersonal skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Exceptional time management
  • Deadline orientated
  • Confident
  • Able to work as part of a team or on their own initiative
  • Calm under pressure
  • Proactive and enthusiastic
  • Able to meet deadlines and resolve problems under pressure

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. To apply, please email your CV to clarion.recruitment@clarionevents.com and state the role that you are applying for in the subject line.

Loading
  • "Broadway Events joined the AEO on the Enterprise Membership. We’ve already taken advantage of the many benefits including the excellent FaceTime Masterclasses and training guides for exhibitors."
    Emma Barrett
    Broadway Events
  • "We are a member of the AEO because it is a proactive association for the events industry. As an organiser it provides us with high value ideas, networking, guidance and information."
    David Harrison
    PPMA Group
  • "This year, the association has led working groups to address industry issues and put on some amazing events full of insightful content for both organisers and, through the AEOs FaceTime initiative, exhibitors. In addition, the AEO has represented the industry at a Governmental level to raise awareness of the importance of events to the UK economy."
    Paul Byrom
    Brand Events
  • "I genuinely believe that if you’re involved in organising events you should become a member of the AEO."
    Simon Kimble
    Clarion Events
  • "Our membership of the AEO represents real and tangible value for UBM - it provides fantastic networking opportunities, practical training for our team as well as valuable insight into the state of our industry."
    Simon Parker
    UBM
  • "The AEO take great effort to ensure our industry continues to be recognised for its value, promotes the sector for talent acquisition and encourages the sharing of best practice across its members and their customers. It also provides a rich calendar of events for our staff to learn, network, share experiences and celebrate with their peers in the industry."
    Stuart Johnston
    Ascential Events
  • "As an Association business, we appreciate the excellent work the secretariat of the AEO do for our community. From the events side of our business, the AEO provides an excellent return on investment, providing thought leadership, fantastic networking, brilliant awards, excellent research and FaceTime, a valuable tool to tell our markets why exhibitions and events should be an essential part of the marketing mix."
    Neil Felton
    FESPA
  • "AEO’s networking and member meetings are valuable for individuals at all levels within our organisation. The promotion of our sector to the outside world, to government, authorities and business at large is another vital aspect of the AEO’s purpose for members, many of whom, like my company, work on events throughout the world."
    Stephen Brooks
    Mack Brooks Exhibitions
  • “Knowledge is power and the AEO dinners are certainly powerful, there is always a wealth of knowledge at the table. Insightful presentations make for a constructive and extremely social way to learn from the experts who’ve done it before. I attended the Japanese evening and gained really valuable insight about the culture and how best to communicate with a local audience.”
    John Whitaker
    Vice President Marketing, Data & Digital , dmg events
  • "We have the opportunity to contribute positively to the industry as well as gaining valuable insight and advice. There’s no need to spend valuable time and money reinventing the wheel when you have so many experienced professionals in AEO membership to learn from”
    Emma Cartmell
    CHS Group
  • "JOINING THE AEO HAS BEEN FANTASTIC! Being able to gift our customers with free places at the FaceTime masterclasses, learn alongside industry peers and seek advice to common challenges is invaluable”
    Sharon Azam
    GovNet Communications

 

FaceTime

@facetime

AEO news

@aeonews