Customer Success Manager

Messe Frankfurt Middle East; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

At Messe Frankfurt Middle East, we are seeking a Customer Success Manager to establish a new department focused on enhancing the exhibitor experience. This role offers the opportunity to shape strategies that enhance client relationships and satisfaction in our leading trade shows.

Benefits

Opportunity to shape a new department

Dynamic and collaborative work environment

Passion for customer experience

Qualifications

• 5+ years in customer success or client services.
• Experience in managing customer journey frameworks.
• Strong data-driven mindset and analytical skills.

Responsibilities

• Build and lead the Customer Success Department.
• Design comprehensive customer journey framework.
• Monitor and analyze customer feedback.

Skills

Customer Journey Framework Design

Cross-Functional Collaboration

Data Analysis

Communication

Relationship Building

Education

Degree in Business, Marketing, Communications or related field

Tools

Microsoft Office

CRM platforms

Workflow tools (e.g., Monday.com)

Job description

Messe Frankfurt Middle East is a leading trade fair and event organizer based in Dubai, and a subsidiary of Messe Frankfurt GmbH, one of the world’s largest event organizers with a history dating back over 800 years. With a strong regional presence, we organize some of the most successful and recognized B2B exhibitions and conferences across the Middle East, including Automechanika Dubai, Beautyworld Middle East, Intersec, and Light + Intelligent Building Middle East. Our events connect global businesses, foster industry innovation, and serve as vital platforms for networking, trade, and knowledge exchange across a range of dynamic sectors.

Join the team at Messe Frankfurt Middle East as a Customer Success Manager, where you'll spearhead the design and implementation of a seamless end-to-end journey for exhibitors across some of the region’s leading trade shows. Based in Dubai, this is a unique opportunity to establish a newly formed Customer Success Department and play a strategic role in elevating the exhibitor experience.

What You’ll Be Doing

• Build and lead the Customer Success Department from the ground up, defining structure, goals, and KPIs.
• Design and implement a comprehensive customer journey framework that delivers a consistent and high-quality experience for all exhibitors.
• Act as the internal voice of the customer, collaborating across departments, including sales, marketing, operations, and finance, to align on customer-centric strategies.
• Identify pain points in the current exhibitor journey and lead cross-functional improvements that enhance satisfaction and retention.
• Develop onboarding, engagement, and retention strategies to drive long-term exhibitor success.
• Implement scalable systems and tools to support efficient customer engagement and journey tracking.
• Monitor and analyze customer feedback and success metrics, translating insights into action and reporting to senior leadership.

What You’ll Bring

• 5+ years of experience in customer success, client services, or a related role, preferably in exhibitions, events, or B2B services.
• A track record of designing and managing customer journey frameworks and improving client experience.
• Strong cross-functional collaboration and stakeholder management skills.
• Data-driven mindset with the ability to analyze customer insights and convert them into actionable improvements.
• Excellent communication and relationship-building abilities.
• Proficiency in Microsoft Office; familiarity with CRM platforms and workflow tools (e.g., Monday.com) is a plus.
• A degree in Business, Marketing, Communications, or a related field.

Why Join Us?

At Messe Frankfurt Middle East, we bring people and industries together. As our first-ever Customer Success Manager, you'll play a pivotal role in shaping how exhibitors experience our shows, building loyalty, driving satisfaction, and setting the standard for excellence. If you’re passionate about customer experience and ready to build something from the ground up, we’d love to hear from you.