Customer Care Manager

Job Advert

Are you a Customer Care Manager with a flair for delivering unforgettable events? Do you excel at building lasting client relationships?

GES is on the hunt for a passionate Customer Care Manager to join our dynamic team. Youll be at the forefront, delivering top-tier GES services for our high-profile events.

Who We Are

GES is a global leader in live event marketing. We craft some of the world’s most spectacular events – from captivating exhibitions and engaging conferences to unforgettable sales events of all sizes. Our expertise spans from strategic planning and show-stopping audiovisuals to insightful performance metrics – and every meticulous detail in between. We bring brands to life!

Our Mission: To create unforgettable event experiences, powered by our talented team worldwide. We thrive in an innovative, fast-paced, and creative environment that encourages thinking big, creating boldly, and working collaboratively.

Our Extraordinary Team Includes

• Visionary designers
• Expert account managers
• Savvy marketing specialists
• Skilled business professionals
• Talented artisans
  
  

At GES, collaboration and communication are key, and our employees are masters at both.

Join us and be a part of the magic!

WHAT WILL YOU DO?

You Will

• Manage, motivate and coach your team in their assistance of exhibitors, organisers, external suppliers and internal departments, following set guidelines and procedures
• Conduct regular side by side and remote Quality Assurance reviews on all areas of work and systems, providing feedback and setting appropriate development or corrective actions
• Manage, monitor and report Service Levels, Key Performance Indicators, staffing levels, staff activity and workflow, via available tools, one to ones and reports, to ensure maximum productivity and accuracy, addressing failures in a timely fashion
• Implement, promote and lead up-selling across all services within the team
• Managing administrative resource and tasks to ensure all orders are processed, enquiries handled, Salesforce and SOP updated, cases distributed, calls and chats answered
• Handle escalated customer complaints, invoice queries and resolve other issues: feeding back to management any concerns, risks or issues with either people, performance, customers or procedures to ensure mitigation or contingency planning can be implemented
• Create a positive, professional environment through effective communication, leading by example in the use of best practice and adhering to the company values
• Work effectively with the management team, providing them with analytical data and team information as required and cascading relevant information to your team
• Provide management cover and acting as point of contact as and when required, in line with the team shifts and departmental working hours
• Maintain and update accurate records relating to the performance of your team, including preparation and delivery of monthly, quarterly and annual reviews, performance management, leave requests, Success Factors /or equivalent, input and participating in any disciplinary action
• Schedule resource across all team activities in line with show and workload requirements and forecasts based on prior years, ensure visas are maintained (current)
• Develop and enhance procedures within the Customer Care Team to ensure the department is successful and that process refinement and continuous improvement is on-going, and accreditation is achieved and retained
• Involvement and provision of induction and on-going training including Salesforce, SOP (OOF) Chat, Customer Handling and other systems and procedures, team building and motivational activities.
• Building and maintaining positive working relationships throughout the business, working with other key service areas and departments to achieve department and company goals
• Roll up your sleeves to process orders, handle calls and carry out all other Customer Care Specialist tasks for a proportion of each day when we are busy.
• Engage in on-site preparation and activity to support the Customer Care Team at events, Operations teams and the Account Management team as and when required across EMEA
• Travel to show site when show is in build so passport and ID essential for travel – regions to include GCC (UAE, Qatar, Saudi Arabia & Oman) and India
• Oversee content and deadlines for all shows with senior Customer Care Executives
• Main point of contact for any show related queries from Account Managers and Operations
• Liaise with organiser clients and suppliers where applicable
  
  

What You’ll Need

You will be an experienced Customer Care Manager with excellent knowledge of the Exhibition Industry. You will have good financial acumen, have excellent communication skills and be adept at creating lasting relationships.

Development And Benefits

At GES we look to equip you with the tools required for you to progress in your career with us. With plenty of internal opportunities to move within the business and the backing of line managers progression is key to the business growing.

This is a full-time role offering a competitive salary, dependent on experience. We operate a reward strategy based on our team members receiving a salary that best reflects their experience and skill level.

Ready to embark on an exciting journey with GES? Apply now and help us create the next unforgettable event!

Salary

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