Director of Client Experience

Fern Expo; Nashville (TN); On-site; USD 100,000 - 125,000; Full time

Job summary

Fern Expo is seeking a Director of Client Experience to lead a portfolio of high-value client accounts and events in Nashville. This on-site role reports to the SVP of Client Experience and requires extensive travel to show sites.

The position combines strategic oversight, financial performance, and exceptional service delivery across cross-functional teams. You will manage revenue, gross margin, client retention, and growth while aligning client expectations with operations and business

Qualifications

• 7+ years of experience in account management or event leadership.
• 3+ years managing large-scale client programs or multi-project portfolios.
• Proven budgeting, forecasting revenue, and gross margin targets.
• Experience leading Account Managers and cross-functional teams.
• Experience with contract negotiations and growth initiatives.
• Tradeshow, event services, or related industry experience preferred.

Responsibilities

• Own the overall performance of an assigned portfolio of client accounts and events.
• Manage a portfolio generating $3M+ in annual revenue.
• Develop and manage forecasts, budgets, profitability analyses.
• Lead estimating, pricing, and project execution.
• Review financial performance and improve margins and client value.
• Oversee transition from sales to execution with cross-functional collaboration.
• Provide leadership to Account Managers and set performance expectations.
• Support escalation management and serve as senior client contact.
• Coach Account Managers to strengthen relationships and financial accountability.

Skills

Account management

Event management

Portfolio leadership

Budgeting & forecasting

Client relationship

Strategic thinking

Cross-functional leadership

Job description

Fern is at the top of the trade show and expo service industry. Our operation spans more than 200 cities from coast to coast. In other words, wherever there’s a major convention center and event venue, we’re there with experienced local teams providing exceptional service and support, whenever you need it. We recognize that our team members are the core of our company. It is why they stay with us for so long, and it's also what attracts new clients to come aboard.

We are looking to add a Director of Client Experience to our Nashville Operations team. The Director of Client Experience will be responsible for the strategic oversight, financial performance, and successful execution of a portfolio of high-value client accounts and events. Serving as the primary leader of the account management function within their portfolio, this role provides direction, support, and accountability to Account Managers while ensuring alignment between client expectations, operational capabilities, and business objectives.

The Director of Client Experience oversees the transition from sales to execution, driving collaboration across account management, operations, production, logistics, graphics, and other support functions to ensure exceptional service delivery and profitable event outcomes. This position is accountable for portfolio revenue, gross margin performance, and client retention while maintaining strong partnerships with key clients and internal stakeholders.

Through proactive leadership, financial stewardship, and cross-functional coordination, the Director of Client Experience ensures consistent execution standards, strengthens client relationships, and contributes to the long-term growth and success of the business.

You will report directly to the SVP of Client Experience. This role is based in Nashville and will require being on site full-time plus the ability to travel extensively to various shows.

Salary is $100,000-125,000 plus bonus.

What you’ll do:

• Own the overall performance of an assigned portfolio of client accounts and events, including revenue growth, gross margin attainment, client satisfaction, and retention.
• Manage a portfolio generating $3M+ in annual revenue and provide strategic oversight for complex client programs and events.
• Develop and manage portfolio forecasts, event budgets, profitability analyses, and financial performance reporting.
• Lead estimating and pricing activities to ensure competitive proposals and profitable project execution.
• Review account financial performance and identify opportunities to improve margins, operational efficiency, and client value.
• Maintain awareness of applicable tax regulations and financial requirements to ensure accurate budgeting and cost modeling.
• Partner with Finance to support contract administration, billing accuracy, collections, and invoicing processes.
• Provide leadership, guidance, and support to Account Managers responsible for day-to-day client engagement and event execution.
• Establish performance expectations and ensure consistent account management practices across the portfolio.
• Support escalation management and serve as a senior point of contact for critical client issues and strategic discussions.
• Coach and develop Account Managers to strengthen client relationships, operational effectiveness, and financial accountability.

Client Relationship & Business Growth

• Maintain executive-level relationships with key client stakeholders and serve as a trusted advisor throughout the client lifecycle.
• Oversee the transition of new accounts from Business Development to Account Management and Operations teams.
• Consult with clients on strategic event objectives, service requirements, and execution plans.
• Identify opportunities for account growth through upselling, cross-selling, contract renewals, and expanded service offerings.
• Partner with Business Development and Marketing teams to support client retention and portfolio growth initiatives.
• Represent the company at client meetings, industry events, and business development activities.

Event & Operational Oversight

• Provide executive oversight of event planning and execution to ensure alignment with client expectations, contractual obligations, and company standards.
• Lead complex projects and high-profile events, ensuring timelines, deliverables, staffing plans, and resources are effectively coordinated.
• Partner with Operations, Production, Logistics, Graphics, and other support teams to develop execution strategies and workforce plans.
• Facilitate cross-functional communication to ensure seamless project delivery and operational alignment.
• Oversee management of scope changes, change orders, risk mitigation plans, and budget impacts throughout project execution.
• Conduct site visits and attend events as necessary to ensure quality standards, client satisfaction, and operational excellence.
• Develop contingency plans addressing safety, labor, logistics, and show site operational risks.

Who You Are:

• 7+ years of experience in account management, event management, project management, operations, or a related client-facing leadership role.
• 3+ years of experience managing complex client accounts, large-scale events, or multi-project portfolios.
• Demonstrated experience managing budgets, forecasting revenue, pricing services, and achieving gross margin targets.
• Experience leading and developing Account Managers or other client service professionals.
• Proven ability to manage multiple high-priority projects and deadlines simultaneously.
• Experience working within cross-functional environments involving sales, operations, logistics, production, creative, and finance teams.
• Experience with contract negotiations, change management, client retention strategies, and business growth initiatives preferred.\
• Tradeshow, event services, experiential marketing, exhibit, convention services, or related industry experience strongly preferred

Fern is an equal opportunity employer committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.