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Customer Experience Manager

RELX Group
Sydney, NSW
22 days ago: RELX Group

Job Description

Customer Experience Manager
Category:
Location: Sydney, Australia
About Us:
Reed Exhibitions (RX) is the world leader in
creating high profile, targeted industry events where buyers and suppliers come
together to do business. In Australia, we organise a wide range of events
including exhibitions and conferences. We currently run over 35 events each
year covering a broad range of industry sectors including retail, beauty, hair,
mining, manufacturing, energy, medical and pop culture.
We support a
creative open and fun culture without exception. Careers with us are built on
passion and the unwavering desire to make all the things we do BETTER. This
isn't just about the status quo, meeting deadlines, or hitting targets – you
need to do that too – but this is absolutely about delivering the best for our
customers.
The
Opportunity:
We are
seeking an experienced Customer Experience Manager to work closely with the
Exhibition Director as well as Marketing and Coordination for our dynamic Retail
exhibition team.
The
purpose of the role is to identify knowledge gaps, build and innovate our
customer insights capability. This will lead to strategic analysis and to
improve the overall experience for both our exhibitors and visitors.
Key Responsibilities:
+ Lead and drive primary marketingresearch for Visitors in a number of areas, including needs, behaviour,customer journey, messaging and any other areas as necessary.
+ Develop key insights andrecommendations based on strategic analysis of our current primary datacollection and industry third party data.
+ Gain a deeper understanding of ourVisitor, in particular our top 100 buyers within each category.
+ Create insight led customer journeystrategies to increase both acquisition and retention of our Visitor databaseand ultimately attendance at the Gift Fairs. This will identifying alltouchpoint owners to drive tangible improvements in our customer experience.
+ Participate and contribute tocross-functional initiatives, providing key insights and recommendations.
+ Develop discussion guides and moderatefocus groups with B2B professionals across multiple categories and retailchannels
+ Produce reports and industry whitepapers that position Reed Gift Fairs as a thought leader in the industry andcategories it chooses to participate in.
+ Gain a deeper understanding of retailbehaviour through the various consumer channels including the evolvingprocurement cycle with an eye to identify emerging trends which will shape thefuture content, exhibitor category mix and look of our event.
+ Build a strategy database of sources(news, research, trends, global fairs)
\#LI-POST
About You:
You are a
driven, collaborative and hardworking individual, who relishes working in a
fast-paced environment. You have the ability to think strategically and solve
problems whilst maintaining a large focus on the customer.
You will
also have:
+ Prior experience leading Marketing,Consumer Insights/Experience, Shopper Marketing and /or strategic marketingconsulting/agency or FMCG required
+ Bachelor’s degree or equivalent inMarketing
+ B2B experience would be an asset
+ Solid analytical and critical thinkingskills with the ability to analyse and subsequently visualise data
+ Stakeholder Management, ability toinfluence and manage key stakeholders to Leadership Team level
+ Awareness and understanding ofAustralian Privacy Laws and the SPAM Act
+ Strong project management andorganisational skills
+ Outstanding attention to detail
+ Can adhere to strict deadlines
+ Computer literacy (needed) – MicrosoftWord, Excel, PowerPoint, Outlook
+ Strong verbal and writtencommunications skills
What’s on offer?
Join our dynamic team full of passionate people. We may work hard to
produce AMAZING shows but we have fun doing it!
You will also have:
+ The opportunity to go onsite to our industry leading exhibitions andevents
+ Training and development opportunities as well as ongoing support toensure you hit your full potential
+ Career progression – we are strong believers in developing great talentand finding opportunities where individuals can grow with us
+ Social functions, reward & recognition programs and access to someamazing benefits including corporate health insurance, optical assistance &corporate gym discounts (just to name a few)
Please note, only shortlisted candidates will be contacted. We thank you
for your interest in this role.
\#LI-POST
Customer Experience Manager Category: Location: Sydney, AustraliaAbout Us:Reed Exhibitions (RX) is the world leader increating high profile, targeted industry events where buyers and suppliers cometogether to do business. In Australia, we organise a wide range of eventsincluding exhibitions and conferences. We currently run over 35 events eachyear covering a broad range of industry sectors including retail, beauty, hair,mining, manufacturing, energy, medical and pop culture.We support acreative open and fun culture without exception. Careers with us are built onpassion and the unwavering desire to make all the things we do BETTER. Thisisnt just about the status quo, meeting deadlines, or hitting targets...