Senior Client Experience Specialist

2 weeks ago

London, Greater London, United Kingdom Boston Consulting Group Full time
ROLE SUMMARY

We are seeking a highly skilled and experienced Senior Client Experience Specialist to join our team at Boston Consulting Group. As a key member of our Client Experience and Events team, you will play a pivotal role in driving exceptional client experiences and executing events that enhance our organization's reputation and client relationships.

KEY RESPONSIBILITIES
  • Oversee the planning and execution of large complex events, ensuring seamless coordination and delivery.
  • Develop and implement an affiliation management strategy, fostering strong partnerships with internal and external stakeholders.
  • Evaluate event outcomes and implement improvements for future events.
  • Collaborate with internal and external stakeholders, including production companies and vendors.
  • Oversee contract negotiations and work closely with the legal and insurance teams.
  • Manage event budgets and ensure cost-effectiveness.
  • Identify and pursue sponsorship opportunities and revenue-generating activities.
  • Manage the events inbox with an initial response time before the end of the day.
  • Maintain resource files for events, meetings, possible future sites, and any other related event data.
  • Assist with budget estimates and options to ensure events remain within budget guidelines.
  • Overall responsibility of onsite management and delivery of events.
  • Develop an understanding of the client's objectives and ensure event delivery is aligned.
  • Create event proposals that fit client requirements and present proposals within tight timelines.
  • Produce and maintain a timeline for each event, ensuring that onsite events run accordingly with set up change overs in mind.
  • Maintain a working relationship with internal and external vendors/suppliers.
  • Coordinate any outside vendors/entertainment, including catering, photographers, music, performers, guest speakers, etc.
  • Communicate with internal team on room set up, catering, cleaning, and AV requirements.
  • Ensure all external guests are pre-registered before the event date.
  • Oversee events on the day of, including problem-solving, welcoming guests, directing event set-up, communicating with staff, and organizing external vendors.
  • Ensure all relevant stakeholders are well briefed in relation to all events logistics and ensure that delivery instructions are clear and do not affect or compromise back door, security, facilities, or front of house activities.
  • Be the point of contact between event hosts and workplace team.
  • Provide on-site support at all events, even during out of office hours.
  • Communicate with building management team, loading bay bookings, and large parties.
  • Create and update events report dashboard and present to the internal team and management team monthly to help make data-driven decisions.
  • Use initiative and think outside the box constantly to improve client event journey.
  • Update Concierge team weekly for all events planned on the 8th floor and work collaboratively to create a tailored client experience/journey specific to BCG client floor.
  • Take on feedback and client concerns and adjust accordingly.
  • Anticipate and plan for different scenarios and plan multiple events at once.
  • Carry out additional tasks as requested to support the growth of the events together with client experience & events assistant and department's senior manager.
  • Provide accurate feedback on client experience & events as well as support to other team members where necessary.
  • Assist with any other day-to-day ad-hoc duties and requests.
REQUIREMENTS
  • Minimum 5+ years of experience in organizing events.
  • Knowledge/experience of planning and organizing corporate events in varying sizes.
  • Proven working knowledge of customer service experience.
  • Ability to multitask, prioritize, and have a high sense of urgency.
  • Ability to collaborate and support team outcomes using effective communication and strong interpersonal skills.
  • Excellent proven knowledge of MS Office.
  • Strong IT skills.
WHAT WE OFFER

As a Senior Client Experience Specialist at Boston Consulting Group, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional client experiences. We offer a dynamic and supportive work environment, competitive compensation and benefits package, and opportunities for professional growth and development.

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