Operations Manager-Events & Exhibitions

INDEX Conferences & Exhibitions; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading events company in Dubai is seeking a Customer Experience Manager to enhance the exhibitor journey from onboarding to post-event. The ideal candidate will have 5–8 years of experience in customer experience management within the events industry and strong leadership skills. This role focuses on ensuring high client satisfaction and operational excellence. Competitive compensation and a dynamic work environment await the right candidate.

Qualifications

• Minimum 5–8 years in Operations/Customer Experience in events.
• Proven managerial experience leading customer-focused teams.
• Ability to multi-task and deliver under strict deadlines.

Responsibilities

• Develop and lead customer experience strategy.
• Ensure high-quality client journey across event lifecycle.
• Monitor KPIs related to satisfaction and issue resolution.
• Manage and mentor the CX team.

Skills

Customer journey optimization

Problem-solving

Client relationship management

Key account management

Data analysis

Communication skills

Education

Bachelor's degree in relevant discipline

Tools

MS Office (Excel, PowerPoint)

Job description

Company Description

Established in January 1991, INDEX Conferences & Exhibitions specializes in organizing conferences, exhibitions, and trade shows that positively impact national identities. The company effectively connects pioneers in various business, medical, and health sectors. With a strong emphasis on excellence, INDEX has a reputable presence in the events industry and aims to foster innovation and collaboration across multiple sectors.

Job Summary

The Customer Experience Manager will lead the end-to-end exhibitor journey — from onboarding through to post-event follow-up. This role is pivotal in ensuring high levels of client satisfaction, seamless coordination across departments, and continuous improvement of service delivery. The ideal candidate will have a strong background in events or exhibitions, a proven track record in customer experience management, and the leadership ability to manage and inspire a client-facing team.

Key Roles and Responsibilities

• Develop and lead a comprehensive customer experience strategy covering onboarding, event execution, and post-event follow-up.
• Ensure a consistent, high-quality client journey across all stages of the event lifecycle.
• Monitor and ensure achievement of KPIs related to satisfaction, response time, and issue resolution.
• Lead initiatives to enhance overall exhibitor experience and operational excellence.
• Work closely with Sales for smooth client handovers post-contract signing.
• Coordinate with Operations for booth logistics, branding requirements, and technical needs.
• Partner with Marketing to align on co-branding, sponsor visibility, and communication materials.
• Lead the implementation of client feedback processes, analyze results, and recommend enhancements.
• Utilize insights to drive innovation and improve service delivery.
• Manage and mentor the CX team, including CX Executives, Coordinators, and On-site Support Staff.
• Set team objectives, oversee performance, and support development initiatives.

Key Qualifications and Skills

• Bachelors degree in a relevant discipline with a minimum a minimum of 5–8 years in Operations/Customer Experience or Client Relations, ideally within the events/exhibitions industry, with proven managerial experience leading customer-focused teams.
• Demonstrated ability to improve and optimize customer journeys.
• Ability to multi-task and deliver under strict deadlines.
• Strong problem-solving, client relationship, and key account management skills.
• Advanced MS Office proficiency (especially Excel, PowerPoint).
• Strong data analysis and reporting skills.
• Excellent written and verbal communication skills.