Customer Experience & Systems Specialist (m/w/d)

IFA Berlin; Berlin; On-site; EUR 42,000 - 65,000; Full time

Benefits offered by this job

Modern office in Berlin

Company pension scheme

EGYM Wellpass or BusinessBike subsidy

Attractive corporate benefits

Job summary

Ifa Berlin is seeking a Customer Experience & Systems Specialist to support exhibitors and partners at IFA, managing the eZone exhibitor portal, stand plan approvals and data quality. You will contribute to AI-powered self-service solutions and work closely with the Operations team to streamline processes.

You bring exhibitor support experience, comfort with digital tools, and a structured, customer-focused mindset. On-site availability during setup and show is essential.

Qualifications

• Experience in customer service or exhibitor support.
• Structured, independent and solution-oriented approach.
• Strong communication skills and customer focus.
• Excellent German and English; Mandarin is a plus.
• Willingness to work on-site during event setup and show.

Responsibilities

• Support exhibitors and contractors with portal access, services, logistics and badges.
• Manage and optimise the exhibitor portal (eZone) and digital systems.
• Coordinate stand plan approvals with Operations.
• Ensure data quality across CRM, portal and connected systems.
• Develop AI chatbot, knowledge base and tutorials.
• Oversee exhibitor communications and automated mail processes.
• Coordinate temporary staff and provide on-site support.

Skills

Customer service

Exhibitor support

Digital tools

Structured approach

Organised

Communication

German language

English language

Mandarin a plus

Tools

CRM systems

Exhibitor portal (eZone)

Job description

Details about the job offer

Shape Customer Experience. Improve Digital Processes. Support Exhibitor Success.
We are looking for a Customer Experience & Systems Specialist (m/f/d) to support our exhibitors and partners throughout IFA and actively contribute to the development of our digital services. You will manage the exhibitor portal (eZone), stand plan approvals and data quality, enhance AI-powered support solutions, and work closely with the Operations team to ensure smooth and efficient processes.

Your mission

You will support our exhibitors and contractors from onboarding through to the event, while continuously improving our digital systems and processes.

• Exhibitor Experience & Support:Assist exhibitors and contractors with enquiries about portal access, services, logistics, badges and stand construction.
• Exhibitor Portal & Digital Systems:Manage and optimise our exhibitor portal (eZone), implementing requirements from the Operations team.
• Stand Plan Approvals & Operations: Manage the stand plan approval process in close coordination with our Operations team.
• Data Quality & Systems:Ensure data quality and consistency across our CRM, exhibitor portal and connected systems.
• AI & Self-Service: Further develop our AI chatbot, knowledge base and tutorials.
• Communication & Automation:Manage exhibitor communications and improve automated mailing processes.
• Team & On-site Support: Coordinate temporary staff and provide support at the Exhibitor Services Desk during event setup and throughout the show.

Your profile

You have experience in customer service or exhibitor support, are comfortable working with digital tools, and take a structured, independent and solution-oriented approach. You stay organised and focused, even in a fast-paced environment.
Ideally, you also bring:

• Experience in the trade show, event or B2B industry
• Confidence in using CRM systems, web portals and digital tools
• Interest in AI, automation and digital self-service solutions
• Strong communication skills and a customer-focused mindset
• Excellent German and English skills; Mandarin is a plus
• Willingness to work on-site during event setup and throughout the show, including weekends when required

Why us?

What Makes This Role Special
In this role, you will actively help shape how IFA supports its exhibitors and develops its digital services.
You will combine hands-on exhibitor support with innovative technologies, AI-powered solutions and automated processes. You'll have the freedom to contribute your own ideas, improve workflows and make a lasting impact on the customer experience at one of the world's leading tech shows.

We offer

• The opportunity to actively shape the customer experience for IFA's exhibitors and partners
• A high degree of ownership and creative freedom in developing digital platforms and processes
• The chance to implement innovative solutions in AI, automation and digital services
• Collaboration with international exhibitors, leading technology brands and a dedicated Operations team
• A dynamic environment where you can help shape industry trends and bring fresh ideas to life
• A modern office in the heart of Berlin
• Contribution to a company pension scheme
• Subsidy for EGYM Wellpass or BusinessBike
• Access to attractive corporate benefits