Sr. Director, Customer Experience, Events SME

24 Seven Talent; California; Remote; USD 120,000 - 180,000; Full time

Job summary

Crawford Group, now part of 24 Seven, is seeking a senior Event Architect and SME to design, produce, and deliver exceptional B2B and B2C events globally, combining creative concepting, strategy, and production expertise for in-person, virtual, and hybrid formats.

You will partner with Account Directors to develop solutions, lead bidding, assemble delivery teams, manage budgets, and ensure flawless execution while traveling up to 25%.

Qualifications

• 10+ years of experience in event strategy, creative development, experiential marketing, event technology, and event production.
• Proven success in designing, bidding, producing, and delivering complex B2B and B2C events.
• Strong expertise in customer experience design, audience acquisition, event registration, and engagement strategies.
• Demonstrated ability to develop creative event concepts, scope and price solutions, and deliver compelling customer presentations.
• Deep knowledge of event production, vendor management, staffing, technology, and logistics.
• Strong financial acumen, including budgeting, pricing, and gross margin management.
• Experience building and leading cross-functional event delivery teams.
• Experience with event registration platforms such as Cvent, RainFocus, Splash, Swoogo.

Responsibilities

• Lead event architecture, creative solutioning, and end-to-end delivery strategies.
• Develop audience acquisition, registration, engagement, and attendee experience plans.
• Architect solutions for in-person, virtual, and hybrid events and manage budgets.
• Collaborate with Account Directors to understand client needs and bid on proposals.

Skills

Event strategy

Experience design

Budgeting

Vendor management

Cross-functional leadership

Client presentations

Tools

Cvent

RainFocus

Splash

Swoogo

Job description

Location: Remote (U.S.)

Benefit offering: Healthcare (medical, dental, vision) FSA/HSA, 401K, Supplemental Insurance, DTO.

Preferred Time Zone: Candidates must reside in the Pacific Time Zone to ensure strong collaboration with our Marketing, Sales, and client teams.

Crawford Group | Part of the 24 Seven Family of Brands

Come work with Crawford Group, now part of 24 Seven, helping customers imagine, create, and deliver extraordinary event experiences.

We are seeking a highly experienced event agency professional with a proven track record of designing, producing, and delivering exceptional B2B and B2C events globally. The ideal candidate combines creative vision, event strategy, customer experience design, and production expertise for in person and virtual events with strong business and financial acumen and a passion for event tech.

This is a senior-level, hands-on Event Architect and Subject Matter Expert (SME) role, partnering with Account Directors to develop innovative event solutions, win new business, assemble exceptional delivery teams, and ensure flawless execution.

Key Responsibilities

Event Strategy, Architecture & Experience Design

• Lead event ideation, creative concepts, experience design, and end-to-end event strategies that achieve client objectives.
• Develop audience acquisition, registration, engagement, and attendee experience strategies that drive participation and measurable results.
• Architect solutions for in-person, virtual, and hybrid events, including conferences, trade shows, executive experiences, roadshows, product launches, webinars, sponsorships, and experiential activations.
• Design comprehensive event solutions encompassing creative, production, technology, staffing, logistics, and budgets.

Business Development, Solutioning & Bidding

• Partner with Account Directors to understand client needs, identify opportunities, and develop winning event solutions.
• Lead event solutioning, scoping, client presentations, budgeting, pricing, RFPs, proposals, and Statements of Work (SOWs).
• Create and present compelling event concepts, strategies, and production solutions directly to customers.
• Ensure all solutions are competitively priced, operationally feasible, and aligned with gross margin targets.
• Lead and streamline the event solutioning and bidding process, enabling Account Directors to focus on sales and customer relationships.

Event Production & Delivery Excellence

• Collaborate with Crawford Group's Talent team to identify, assemble, and lead high-performing creative, production, technical, and event delivery teams.
• Oversee event production planning, budgets, timelines, vendor strategies, and delivery requirements.
• Provide strategic and hands-on leadership throughout the event lifecycle, ensuring exceptional customer experiences and flawless execution.
• Proactively identify and mitigate risks, resolve production challenges, and ensure delivery against client expectations, KPIs, and contractual commitments.
• Ensure events are delivered on time, within budget, and at targeted gross margins.

Collaboration & Event Solutions Leadership

• Lead the event architecture, creative solutioning, and bidding function in partnership with Account Directors.
• Collaborate with Sales, Talent, Operations, and Marketing to develop integrated event solutions and support revenue growth.
• Maintain strong relationships with event industry partners, vendors, and technology providers.
• Stay current on emerging event technologies, creative trends, and audience engagement strategies.

Qualifications

• 10+ years of experience in event strategy, creative development, experiential marketing, event technology, and event production, including 5+ years of event agency experience.
• Proven success designing, bidding, producing, and delivering complex B2B and B2C events.
• Strong expertise in customer experience design, audience acquisition, event registration, and engagement strategies.
• Demonstrated ability to develop creative event concepts, scope and price solutions, and deliver compelling customer presentations.
• Deep knowledge of event production, vendor management, staffing, technology, and logistics.
• Strong financial acumen, including complex budgeting, pricing, and gross margin management.
• Experience building and leading cross-functional event delivery teams.
• Experience with implementing and optimizing event registration and management platforms such as Cvent, RainFocus, Splash, Swoogo.
• Exceptional creativity, problem-solving, collaboration, negotiation, and communication skills.
• Ability to thrive in a fast-paced environment and travel up to 25% as needed.

Success Measures

• Business Growth: Event opportunities developed, proposals won, and revenue supported.
• Creative & Customer Experience Excellence: Innovative, high-impact event experiences that achieve client objectives.
• Solutioning Efficiency: Faster, more effective scoping, bidding, and proposal development.
• Production Excellence: Flawless event execution, client satisfaction, and delivery against commitments.
• Profitability: Accurate quoting, budget adherence, and achievement of gross margin targets.

Role Focus:

This position leads event architecture, creative solutioning, bidding, and production excellence in close partnership with Account Directors and Crawford Group's Talent and delivery teams. It is not responsible for leading the enterprise Event Practice or independently managing a book of business.