Head of Business Development & Customer Experience

Gleeson Recruitment Group; England; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading charitable event organization is looking for a Head of Business Development & Customer Engagement to drive growth and enhance visitor experiences at a prestigious public event. The ideal candidate will have senior leadership experience in large public venues and a strong focus on customer strategies.

Qualifications

• Experience in large-scale events or public venues.
• Proven track record in sales and commercial performance.
• Skilled in partnership development and team leadership.

Responsibilities

• Design and implement strategies to elevate public event experiences.
• Oversee all aspects of visitor engagement and customer operations.
• Maximize revenue through various visitor services.

Skills

Senior leadership experience

Customer-focused strategies

Commercial awareness

Stakeholder engagement

Team leadership

Planning and problem-solving

Job description

Head of Business Development & Customer Engagement

Overview

A leading charitable event organisation is seeking a dynamic and visionary Head of Business Development & Customer Engagement to enhance visitor experiences and drive strategic growth at one of the UK's most prestigious public events.

This is a senior-level opportunity for a professional with a background in premium events, visitor attractions, or public experiences. You'll lead the transformation of a large-scale outdoor venue into a dynamic, customer-focused destination. Reporting directly to the Chief Executive, you'll oversee visitor engagement, customer operations, and new business development-ensuring excellence from first interaction to final exit.

Key Responsibilities:

Strategic Development: Design and implement strategies that elevate the public-facing event experience and align with the long-term vision for growth and sustainability.

Customer Experience Oversight: Manage all aspects of the visitor journey, including enclosures, amenities, retail, and information services, ensuring seamless and exceptional service delivery.

Revenue Generation: Maximise secondary income through sales of upgrades, hospitality, merchandise, catering, and other visitor services.

Marketing Integration: Collaborate with the marketing team to drive engagement, measure impact, and optimise conversion across customer touchpoints.

Volunteer Team Leadership: Oversee a large volunteer workforce delivering front-line customer service during the event.

New Partnerships: Identify and onboard new commercial and strategic partners that enhance the event's value and appeal.

Sustainable Growth Planning: Contribute to a 10-year vision for the showground, delivering an inspiring, inclusive and sustainable experience for future audiences.

Mission Support: Drive commercial performance to support the organisation's wider charitable aims, especially youth development in science and technology.

About You

You are a strategic, people-focused leader who thrives in fast-paced, high-profile environments. You bring both commercial acumen and a passion for delivering exceptional visitor experiences at scale.

Essential Skills & Experience

• Senior leadership experience in large-scale events or public venues.
• Demonstrated success in driving customer-focused strategies.
• Strong commercial awareness and sales performance.
• Skilled in stakeholder engagement, partnership development, and team leadership.
• Detail-oriented with excellent planning and problem-solving capabilities.

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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