Description:
The Guest Experience (GX) team’s key role is to support the development and delivery of digital activations and physical experiences with a focus on the end-to-end guest experience for major corporates and high-profile brands. The Senior Manager, GX will take responsibility for management of all elements of the guest journey on complex projects of varying types and sizes.
We are looking for an experienced Senior GX Manager who has a passion for, and specialist expertise in all things guest experience to join the team. A love of agency life is a must (think fast-paced!) and thrives on working to (sometimes tight!) deadlines.
Key Accountabilities
The role supports the delivery of digital experiences and physical events with a sole focus on Guest Experience (GX) at Smyle, this includes:
- Managing clients and client relationships ‘end to end’ from brief, pitch/proposal creation and throughout the project lifecycle with dedicated focus across all specialist GX elements of a physical or digital project incl registration, comms, guest support, event design (flow etc).
- Taking briefs directly from clients, interrogating / responding to briefs with concepts and budgets.
- Pitching and presenting new GX ideas to clients and internal teams.
- Working closely with Project Leads and Digital Leads to provide best in class GX solutions to clients.
- Managing all GX elements of budgets including reconciliation.
- Registration and communication planning from ‘save the date’, through to invites, registration and booking confirmations.
- Venue sourcing including negotiation of costs and presentation of options to clients.
- Strong destination knowledge and the ability to recommend destinations based on client briefs.
- Accommodation/rooming and transport management including sourcing suppliers in global locations.
- Meeting room management.
- Event staffing management including sourcing suppliers, recommending schedules and briefings.
- Food and beverage management with a key focus on sustainable practices.
- Managing/overseeing/supporting specialist GX freelance resource on pitches and projects.
- Proactively and objectively reviewing internal GX processes and developing new ways of working.
- All other duties appropriate to the role
Skills & Experience
- Experience as an Senior Events/Logistics Manager with a strong GX focus within a similar size/quality organisation
- Expert knowledge of all GX elements including managing and developing registration websites (multiple platforms), as well managing the process, timeline
- Great experience in venue sourcing, F&B, hostess management and transport management
- Proven capability to input into projects budgets; up to £1.5m
- Team leadership / management experience ability to mentor and motivate team members
- Experience in the digital landscape of events
- Strong communication skills, both written and oral
- Exceptional attention to detail
- Resilient under pressure with the ability to maintain a high level of accuracy & adhere to
- high standards of quality when working to tight deadlines
- Strong track record in complex experimental events for high-profile brands, B2C brand events and B2B conference delivery including major corporates and high-profile brands
- Exceptional presentation / pitching skills. Excellent planning, organisational, prioritisation skills.
- Ability to work in our London office 50% of the working week.