Operations/Customer Experience Manager-Events & Exhibitions
INDEX Conferences & Exhibitions Dubai
Job Description
Company Description
Established in January 1991, INDEX Conferences & Exhibitions specializes in organizing conferences, exhibitions, and trade shows that positively impact national identities. The company effectively connects pioneers in various business, medical, and health sectors.With a strong emphasis on excellence, INDEX has a reputable presence in the events industry and aims to foster innovation and collaboration across multiple sectors.
Job Summary
The Customer Experience Manager will lead the end-to-end exhibitor journey from onboarding through to post-event follow-up. This role is pivotal in ensuring high levels of client satisfaction, seamless coordination across departments, and continuous improvement of service delivery.The ideal candidate will have a strong background in events or exhibitions, a proven track record in customer experience management, and the leadership ability to manage and inspire a client-facing team.
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.
- Bachelors degree in a relevant discipline with a minimum a minimum of 58 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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