Operations Director, Exhibitions in Leatherhead

The Director, Operations, will ensure that the Technical Production and Exhibition Project Management teams are effectively, accurately & efficiently managing all assigned projects. In collaboration with other departments, the Director will facilitate accurate work order execution, timing, and detail. The role involves refining processes, systems & tools to strengthen support, and participating in regular production meetings to support teams at the project level.

Key Responsibilities

• Resource management of both teams across RFPs, pitches, and live projects.
• Supporting both heads of departments on costing and estimating new job requests.
• Identifying and maintaining a robust freelance database with top industry talent.
• Ensuring teams manage all assigned projects according to best policies and practices to meet project needs.
• Driving continuous improvement through 1:1s, meetings, and knowledge sharing; reviewing best practices, new developments, issues, challenges, and system or process updates.
• Implementing and overseeing training and onboarding of new team members.
• Ensuring team members complete post-show evaluations and financial reconciliations efficiently and effectively.
• Adhering to all IXM policies accurately and efficiently, and identifying efficiencies in process and system.
• Developing, mentoring, and coaching all direct reports with weekly and monthly progress and development plan discussions.
• Overseeing the development, mentoring, and coaching of the wider team.
• Working with the Associate Director, Talent Management, to monitor development plans for all team members, considering current skills analysis, training needs analysis, and individual aspirations.
• Leading the recruitment process, interviewing, and selecting new team members.
• Providing consistent leadership, motivation, and direction to all team members.
• Ensuring operations teams consistently share best practice and deliver to Impact-XM standards.
• Managing direct report holidays and lieu days.
• Overseeing wider team holidays and lieu days.
• Contributing to the overall vision and strategic planning for the exhibition program, aligning operational goals with the organization’s mission and financial objectives.
• Developing, implementing, and continually refining cross-departmental policies and procedures for end-to-end exhibition management (proposal to de-installation).
• Creating and maintaining the definitive master schedule for all exhibitions and related events, ensuring milestones are met and deadlines respected.
• Identifying potential financial, safety, logistical risks and developing contingency and emergency plans.
• Hiring, training, mentoring, and supervising operations staff to foster a collaborative and high-performing work environment.
• Serving as the key liaison and project leader, ensuring effective communication and coordination between functions.

Qualifications

• Desired education: a Bachelor’s degree (BA or BSc) in a relevant field.
• Minimum 10-15+ years in the live event and exhibition industry or equivalent experience successfully executing projects and programs and/or training.
• Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, write routine reports, and communicate effectively before customer or employee groups.
• Ability to solve practical problems and handle varied variables in situations with limited standardization; interpreting instructions in written, oral, diagram, or schedule form.
• Passion for working with people and a client‑centric mindset.
• Proficiency in structural mechanics with the ability to read and interpret blueprint drawings.
• Thrives in an entrepreneurial and independent environment.
• Embodies flexibility, open‑mindedness, and receptivity.
• Proactive in finding solutions.
• Collaborative and values teamwork.
• Strong communication skills – presenting, writing proposals, quotations, letters, and maintaining accurate client and project files.
• Excellent rapport building with existing and prospective clients.
• Solid business sense.
• Multi‑tasking, selling, and operating under severe time constraints and immovable deadlines; good organization, detail, and follow‑up skills.
• Proficient in Microsoft Office.
• Experience with CRM systems is an asset.
• Familiarity with show rules and regulations related to exhibit designs.
• Knowledge of production materials and their utilization in exhibit production.
• Willingness and flexibility to work extended hours when required.

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