Client Services Manager

Job
Title:
Client Services Manager
Location:
Olympia Events, London, W14 8UX
Reports to: Sales Director – Conference and Events
Description:
Olympia Events is more than an exhibition venue, conference centre and live-event space - it's an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia Events is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients' satisfaction. Beyond the walls of our venue, Olympia is on the ground, working to invest in people, strengthen our communities, and protect the environment.

Olympia Events is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance international. Work is currently underway to transform the wider estate into a cultural hub of which Olympia Events will be the central part. Once complete, the estate will include a new International Convention Centre, membership house, theatre, music venue, two hotels, over 30 eateries, world-class office space and over two acres of public realm. More information can be found at

Job Purpose:
Working directly to the Sales Director – Conferences and Events, you will be responsible for managing the client account requirements of the membership, ticketing for all curated events managed by the Olympia events team and delivering the administrative needs of the commercial and marketing department that aligns with Olympia's plans and strategic goals. You will possess a deep understanding of exceptional customer service and account management to deliver a best-in-class guest experience.

Key Responsibilities

• Event contracting : Manage the end-to-end process of event contracts for Exhibitions, The International Convention Centre, Premium Members of The Addison (Private Membership house) and deliver bespoke event sales support.
• Ticketing management : Oversee the ticketing systems, agreed ticket allocations and ticket manifests for the Heritage Halls (Grand Hall, National and West Halls), The International Convention Centre and The Addison Membership House.
• Guest and Membership management and retention : Develop and implement strategies to build strong, long-lasting relationships with clients to encourage repeat business and loyalty.
• Administrative duties and sales support : Handle day-to-day management of the contracting and ticketing processes and related administrative tasks. This includes all commercial and marketing team invoicing.
• Partnerships : Forge strong relationships with our partner and suppliers across the Olympia Estate which benefit the business.
• Process and workflow : Manage, implement and improve the workflows for the commercial and marketing departments.
• Customer experience : Maintain and enhance the highest standards of customer service for all members, partners and suppliers.
• Inspirational management : Management of designated staff in line with the values, culture and expectations of Olympia.

Person specification

• Proven experience in Membership account management
• Knowledge of ticketing platforms and membership management software
• An expert knowledge of live events, venues and experiences
• Strategic thinker with the ability to develop and execute plans that align with business objectives
• Ability to work under pressure and navigate fast-paced environments
• The ability to manage a team in a fast paced environment
• The ability to work autonomously
• A committed team player
• A high level of integrity and an ability to be discrete and tactful with due respect for confidentiality
• Highly organised and efficient with excellent attention to detail
• Ability to analyse situations quickly and respond to those seeking advice/guidance
• Ability to present information to a wide range of audiences
• A self-starter with a positive, enthusiastic attitude
• Proven experience of hospitality trends and marketplace
• Excellent written and verbal communication skills, with the ability to craft clear and compelling press releases, articles and other messaging
• Highly proficient in MS Office software

Sustainability Responsibilities

• Continuously improve your knowledge of Olympia Events' sustainability programme - the 'Grand Plan'. Complete all training provided and promote sustainability practices to meet our Grand Plan objectives
• Follow and promote all sustainable workplace policies and procedures and seek ways to make your department more sustainable by taking an active role to initiate change

Olympia Events is fully committed to ensuring the safety and wellbeing of all children, young people and adults at risk (vulnerable groups) that attend our premises. As a consequence, Olympia Events may require any successful applicant to complete a DBS Check prior to working in our business.

Olympia Events is committed to Equality, Diversity and Inclusion and excepts all its people to have a positive commitment to EDI by treating others fairly and not committing any form of discrimination, victimisation or harassment and to promote positive working relationships amongst employees and stakeholders.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over according to the changing needs of the business.