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Customer Insight Manager

Superb opportunity for a Customer Success Manager to join a huge international events company

Location London

Contract Permanent

Salary £35,000 - 40000

Reference RF685

Added perk... + Bonus + Benefits

A bit about this role

The Opportunity:

This is a fantastic opportunity to join one of the largest organisers of technology events in the UK. The company is growing hugely and has identified a need to hire a Customer Insight Manager to oversee that all attendees and visitors have a better networking, learning and buying experience at the events.

As a Customer Insight Manager you will be working on the leading enterprise technology event series focusing on disruptive technologies and digital transformation. The event series are seeking a Customer Insight Manager to take a leading role in building exceptional event experiences for an expanding ecosystem of show visitors.

This brand serves a rapid growth market which means that it a fast paced and interesting business to work for and there is a huge focus on customer centricity, each of the shows is being invested in to create best in class experiences. This role is central to the success of both the brand and the wider business meaning that there are great career development opportunities.

The role:

The purpose of this role is to drive customer insight projects that improve the way that we build events and communicate with new audiences and VIPs.

Focusing on the needs of the customers, you will work with the Portfolio Director to design insight projects (e.g. focus groups) that will help to shape the way the brand designs content, builds brand strategy, introduces networking experiences and facilities procurement conversations between visitors and our exhibitors. 

You will also be directly involved in inviting VIP buyers to attend our events to take part in Match 1-2-1 meetings between our exhibitors and sponsors.

Key Responsibilties for the Customer Insight Manager:

  • Work with the marketing and content teams to build focus groups for all key stakeholders at the event (visitors, exhibitors and sponsors). Use these groups to gain customer insight, test event propositions and brand strategy.
  • Feedback in to show propositions, event design, marketing campaigns and present new ideas on how to improve the customer value and experience.
  • Change Management: support the team with implementing improvements to customer experience

  • Arrange customer service calls and pro-actively work with visitor groups and commercial stakeholders to deliver increased ROI and return on time across the exhibitions and conferences.
  • Attend a variety of competitor events, to experience the customer service levels at other shows and implement changes within our team to continually improve.

  • Conduct a customer journey/ experience project onsite working with a mystery shopper group and make notes for improving our customer experience at all Imago events
  • Work with the Portfolio Director on designing the Match 121 programme which connects visitor groups with relevant content and exhibitor solutions
  • Work with the content team, marketing team and event partners to invite and recruit any new (or under represented) target visitor groups and VIP audiences to the events
  • Review visitor journeys and communication plans for key target stakeholder groups ensuring that each group has a high quality experience pre, during and post event.


The Ideal Candidate:

The ideal candidate for the role of Customer Insight Manager is a customer focused thinker who has a track record of capturing market insights and customer feedback and then delivering event propositions or projects which genuinely excite and engage audiences. Experience of attracting new customers and delivering improved customer experience scores would be beneficial.

You will thrive from inspiring a cross-functional team to drive a ‘visitor first’ approach to the way that we produce content for existing and new stakeholders. 

You will also review visitor journeys and communication plans for key target stakeholder groups ensuring that each group has a high quality experience pre, during and post event. 

Knowledge, personal attributes and skills of the Customer Insight Manager:

  • Previous experience in a similar role with a track record of planning and executing successful campaigns for a wide portfolio of B2B products
  • Experience of using CRM/marketing automation tools an advantage
  • Commercially focused
  • A genuine team player
  • Collaborative in nature
  • Strong sense of personal accountability
  • Integrity, authenticity and honesty - Lead from the front
  • People management and ability to provide training and coaching
  • Excellent stakeholder management skills
  • Have or be able to develop an intimate knowledge of the technology sector
  • Organisational skills and time management
  • Excellent communication skills
  • Brand focused
  • Leadership capability        
This is a truly unique career opportunity from an Events professional. Don't delay as the closing date is Friday 13th December! APPLY TODAY!

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