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About the Role

Clarion Events is seeking a proactive, organized, and customer-focused Customer Success Executive for a six-month fixed-term contract to support the delivery of ICE and iGB Affiliate 2027. This role is crucial for delivering an exceptional experience to exhibitors, visitors, affiliates, and contractors throughout their event journey, ensuring seamless interactions and high-quality service.

Responsibilities

• Deliver exceptional customer support across email, telephone, Microsoft Teams, social media, and face-to-face interactions.
• Respond to inquiries from exhibitors, visitors, affiliates, and contractors accurately, professionally, and within agreed service levels.
• Support Customer Success KPIs including First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and overall customer experience metrics.
• Identify recurring customer issues and recommend improvements to processes, communications, and self-service resources.
• Manage weekly exhibitor updates and stand amendments within the Sponsors & Exhibitor (SpEx) process.
• Collaborate closely with Sales, Operations, and Marketing teams to resolve customer queries efficiently.
• Support cross-functional projects focused on improving customer engagement and operational efficiency.
• Review affiliate registration applications and assess eligibility against established criteria.
• Carry out verification checks using websites, social media profiles, and supporting documentation.
• Approve or reject applications in accordance with internal policies while maintaining accurate audit records.
• Manage customer communications relating to approvals, rejections, and escalations professionally and efficiently.
• Act as the first point of contact for customer-facing event technology, working with suppliers to resolve issues quickly.
• Assist with the setup, testing, and ongoing support of event technology platforms before and during the event.
• Help troubleshoot platform issues while ensuring customers receive timely updates and support.
• Ensure all internal processes meet internal data protection policies.
• Develop a strong understanding of the integration between customer-facing event platforms.
• Draft, review, and schedule customer communications using platforms such as Pardot and Freshdesk.
• Ensure communications are clear, engaging, and on brand.
• Support the delivery of exhibitor and visitor communication plans throughout the event lifecycle.
• Support the creation and delivery of exhibitor and visitor webinars.
• Develop customer education materials to improve the onboarding experience and reduce customer effort.
• Support the creation and distribution of exhibitor and visitor surveys.
• Assist with onsite feedback collection during the event.
• Analyse customer insights to support post-event reporting and continuous improvement initiatives.
• Monitor customer feedback and identify opportunities to improve the customer journey.
• Provide frontline customer support onsite by managing help desks, information points, and main features.
• Participate in Networking events representing the Customer Success Team.
• Assist exhibitors, visitors, affiliates, and contractors with inquiries.
• Support networking app adoption and troubleshooting.
• Manage customer surveys and feedback collection onsite.
• Assist with service recovery where required.
• Work collaboratively with internal teams to ensure an outstanding onsite customer experience.

Requirements

• Experience in Customer Success, Customer Service, Client Services, Event Support, or another customer-facing role.
• Fluent in English and Spanish, with the ability to communicate confidently both verbally and in writing using standard European (Castilian) Spanish.
• Comfortable supporting international customers across multiple communication channels.
• Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.
• Confident communicating with customers via email, phone, live chat, social media, and in person.
• Strong problem-solving skills with a proactive, solutions-focused approach.
• Highly competent with technology, able to learn new systems quickly and confident navigating multiple digital platforms simultaneously.
• Experience creating customer-facing communications or support materials.
• Previous experience working within exhibitions, conferences, or live events (desirable).
• Experience using CRM or customer support platforms such as Freshdesk (desirable).
• Experience with marketing automation platforms such as Pardot (desirable).
• Experience working with networking platforms, registration systems, or exhibitor portals (desirable).
• Experience supporting webinars or virtual customer education sessions (desirable).

Skills

• Customer Support
• Customer Success
• Communication (Verbal and Written)
• Problem-Solving
• Technology Proficiency
• Organization
• Attention to Detail
• Multitasking
• CRM Platforms
• Marketing Automation Platforms
• Event Technology Platforms
• Spanish Fluency

Location

• Onsite (for events)

Work Type

• Fixed-term contract
• Full-time

Experience Level

• Entry-level to Mid-level

Benefits

• 25 days’ holiday plus bank holidays
• End of year wellbeing shutdown
• Extra day of leave for personal celebrations
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days – one paid day per quarter for charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Wellbeing Library (MYNDUP)
• Mentoring Programme
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination

About the Company

• Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947.
• Clarion Events embrace diversity and equal opportunities in all that we do.
• Clarion is private equity backed and owned by Blackstone.
• Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.
• Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Equal Opportunity

• Clarion Events embrace diversity and equal opportunities in all that we do.
• We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
• We encourage employees to be open and confident and recognise that every member of the team makes a vital contribution.
• Clarion embraces equality, diversity and inclusion and seeks to promote these principles in all of our business activities.
• When recruiting new employees or providing opportunities for promotion, we will recruit, develop and retain the most talented people, regardless of background, and make the best use of their talents.
• We will ensure that no person is unlawfully discriminated against.
• We will select the best person for the role based on their skills, qualifications, and abilities.