Customer Experience Executive

Department: Event Operations

Location: Brighton

Description

As Customer Experience Executive, you will contribute to the delivery of consistent and high-quality attendee experiences across international B2B agriculture, food & nutrition conferences and events. In this role, you will contribute to the effective execution of attendee communications, registration processes and event technology.

You will play a key role in maintaining customer satisfaction, data quality and operational consistency so we can retain attendees, ensuring they return and continue to invest in our events year-on-year.

What You’ll Be Doing

• Coordinating the delivery of the end-to-end attendee experience, ensuring a smooth and consistent journey from registration through to post event follow up
• Delivering attendee communications and event information in a timely, clear and professional manner to facilitate engagement and attendance
• Managing registration processes, ensuring attendee data is accurate, up to date and effectively maintained across systems
• Administrating event technology platforms to enable effective attendee management and event delivery
• Responding to attendee enquiries and resolving issues, ensuring a positive customer experience
• Providing data, reporting and insights to support internal teams in monitoring event performance and planning activity
• Delivering seamless attendee experiences across both live and virtual events, including registration, information services, and additional duties as required
• Working cross-functionally with marketing, sales and operations teams to ensure a joined-up and consistent approach to attendee experience
• Championing continuous improvement of attendee processes and systems to enhance efficiency, data quality and overall customer experience
  
  

What You’ll Need

• Previous experience in customer-facing administrative roles and a passion for improving customer experience
• Strong organisational skills with the ability to manage multiple deadlines in a fast-paced environment
• Effective written and verbal communication skills, with the ability to communicate confidently, clearly and professionally in all customer interactions
• Methodical and high attention to detail, particularly in managing customer data, registrations and event technology content
• Customer focused mindset with the ability to handle enquiries and resolve issues efficiently and with empathy when required
• A team ethos and willingness to work effectively with colleagues and external partners
• Great problem-solving skills with an adaptable and proactive approach
• Comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
• Familiarity with CRM systems or content management systems would be beneficial
• Willingness to regularly travel to events and flexibility in working hours
  
  

Benefits & Initiatives

• 6.6 weeks of annual leave (pro-rata for part-time). The equivalent to 25 days plus standard England and Wales bank holidays for full-time colleagues
• One additional day holiday per year after 6 years’ service, up to a maximum 7.6 weeks of annual leave (pro-rata for part-time). The equivalent to 30 days plus standard England and Wales bank holidays for full-time colleagues
• A holiday purchase scheme, allowing employees to purchase up to 3 additional days of annual leave and spread the cost over up to 6 months
• An additional day of paid leave, a ‘MeDay’, allowing you the flexibility to celebrate a cultural or religious event or your birthday. It recognises that everyone’s background is unique and gives you the freedom to mark what matters to you.
• One paid volunteering day per year to support a charity or community initiative of your choice
• Enhanced Pension Contributions, we offer employer pension contributions above the statutory minimum
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee Assistance Programme, Virtual GP service and access to health & wellbeing resources and tools
• Equity, Diversity & Inclusion initiatives, supported by employee-led networks and proud to be a Disability Confident Committed employer
• Cycle to Work Scheme (subject to satisfactory completion of probationary period)
• Electric Car Scheme (subject to satisfactory completion of probationary period)