Alternative Events
Customer Experience Executive
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CUSTOMER EXPERIENCE EXECUTIVE
Full-time | Hybrid role: sits within the marketing team and reports to the Marketing Director
OVERVIEW
Alternative Events runs invitation-only, free-to-attend residential conferences for the legal and accountancy professional services sectors. As we scale toward significantly higher delegate numbers we're creating a brand-new role dedicated entirely to the delegate experience.
You'll personally invite key influencers and target contacts to attend, then be the single point of contact for every delegate from registration through to post event. You will make sure they turn up, have an exceptional experience, and even bring others with them.
WHAT YOU'LL DO
- Own the delegate relationship, 1-1
- Personally reach out to key influencers and target contacts (including new data) with personal invitations to attend
- Be the direct, personal point of contact for every registered delegate
- Handle all delegate customer service enquiries
- Send personalised reminders and calendar invites to make sure delegates actually show up
- Connect with every delegate on LinkedIn, invite them to follow our page, and engage with their posts to build a genuine ongoing relationship
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Grow attendance through referral
- Review new registrations as they land and identify other people at that company who could/should attend
- Reach out 1-1 encouraging delegates to bring colleagues
- Track and follow up on referral activity
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Manage accommodation and logistics
- Be the go-to person for delegates who get a complimentary room – handling queries and working with the wider team on room allocation, where people are staying, and getting to and from the venue
- Be the go-to person for delegates who don't get a complimentary room - talking them through waitlist status, hotel options, and getting to and from the venue
- Negotiate block-booking rates with local hotels for delegates booking their own accommodation
- Liaise with the ops team on attendee numbers, accommodation requirements, and dietary or special needs
- Work with the ops and venue teams on on-site logistics, including shuttle provision
- Be the onsite liaison for delegates during the event itself
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- Own the data
- Take full ownership of delegate booking data and keep it up to date
- Constantly interrogate the data: which companies are attending, and could they send more people? Which companies attended last year but coming this year
- Work with the CRM Manager to run regular gap analysis, spotting missing or under-represented target companies and turning those gaps into a prioritised outreach list
- Track attendance against last year's numbers and against target, and use that to drive where your 1-1 effort goes next
WHAT WE'RE LOOKING FOR
- Exceptional customer service instincts
- A natural relationship-builder
- Uses their initiative
- Sharp with data
- A strong copywriter
- Incredibly organised
Sound like you? We'd love to hear from you. Send your CV and a short note on why this role appeals to teresa.leese@alternativeevents.co.uk.
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