ON-SITE CUSTOMER EXPERIENCE MANAGER
XL Event Lab is searching for an On-Site Customer Experience Manager to join the management team that oversees our family friendly event experiences. This will be a 6 month contract with an immediate start, based on a Thursday to Sunday working week with the option to extend the contract into 2025.
Successful applicants will join a team of touring event professionals and support staff who are responsible for the successful delivery and execution of high capacity, family-friendly touring event experiences that welcome up to 11,000 guests in a typical weekend.
They will be tasked with overseeing all aspects of the customer experience, maintaining clearly defined standards and ensuring that all brand and experience guidelines are adhered to. This role will suit anybody who has worked in a senior, customer facing role within the events or retail industry and who possess a strong attention to detail.
Our Company
We design and execute experiences for an expanding base of customers and oversee a portfolio of established events in various markets. Selling both to entertainment buyers and directly to the ticket buying public, XL Event Lab typically produces over 500 events in an average year.
The Role
The On-Site Customer Experience Manager will be tasked with working alongside the Event Management team and our extended team of event staff to ensure that all customer satisfaction targets are being met. We are looking for a consumer focussed individual with a genuine desire to enhance and elevate the customer experience at every opportunity who can also work to instil a similar mindset into the wider team.
The working week will begin two days before we welcome the first customers to our event site and will involve CEM ensuring that the site, layout and infrastructure has been deployed with the customer experience and customer journey in mind.
When doors are opened to our guests the CEM will be responsible for managing, evaluating and constantly refining every customer touchpoint and interaction. They will identify pain points that arise and will move swiftly to remedy them while maintaining standards throughout what can often be a large and expansive event site. Our events tend to run all day Saturday and Sunday and the CEM will be expected to remain on site for the duration of each event day.
At XL Event Lab our goal is to ensure that every customer interaction is as efficient and positive as it can be and that they each leave the customer feeling valued and appreciated. The CEM will lead the charge when it comes to this important cornerstone of our company philosophy.
Post event, the CEM will be responsible for reviewing the various KPIs we use to assess the performance of each individual event. They will also work alongside the Head of Customer Experience to review recurring issues, analyse all feedback and produce detailed weekly reports to be shared with the Senior Leadership Team
Summary
If you’re a customer focussed, high energy individual who gets a kick out of delivering amazing experiences to family audiences this role represents an amazing opportunity. You’ll have the ability to make your mark on some fantastic events and bring even more smiles to the faces of our highly engaged customer base. The flexibility this role offers, along with the opportunity to travel nationally and internationally, also needs to be considered as do the long-term opportunities to grow with the company.
Contract Fee
$1,600 per week + per diem
Job Type: Contract
Pay: $1,600.00 per week
Schedule:
Work Location: On the road