Head of Customer Experience

Olympia is more than an exhibition venue, conference centre and live-event space – it’s an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients' satisfaction.

Olympia is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance international and Olympia Events is also now part of ASM Global, which is the world’s leading venue management company and producer of live event experiences. Work is currently underway to transform the wider estate into a cultural hub, of which Olympia Events will be the central part. Once complete, the estate will include a new theatre, music venue, two hotels, over 30 eateries, world-class office space and over two acres of public realm. More information can be found at https://olympia.co.uk/

Job purpose:

As Head of Customer Experience, you will be responsible for driving instrumental change and growth for Olympia Events by putting the customer at the centre of our journey. You will influence a team of experienced events delivery experts, inspiring them to be the best they can be, encouraging them to push the boundaries across the events landscape and championing a continuous improvement mindset as we open and operate our new facilities as part of the more expansive Olympia Estate.

Key Responsibilities:

• Develop and implement the overall customer experience strategy, aligning with the overall business objectives for Olympia Events, ASM Global and Olympia

• Roll out the ASM Global customer research and analysis tool across the business sectors. Using data to gain insights into customer needs preferences and turn feedback into action by translating them into strategies for continuous improvement

• Work with the Sustainability Manager to deliver The Grand Plan, determining goals and outcomes to stay ahead of industry standards but aligning with the Estate and the broader ASM and Olympia ambitions

• Work with department heads to set expectations for all customer-facing departments and deliver the process and training to all client-facing members of the team to ensure award-winning customer service is offered at every point

Skills, experience and behaviour:

• Proven experience in a customer service role in a live environment (events, memberships, leisure, retail or sports)
• Ability to influence stakeholders across all levels, be highly adaptable and a natural agent for change
• Inspire through leadership, empower and coaching people to be the best that they can be
• Excellent verbal and written communication skills.
• Excellent time management skills and able to work in a pressurised environment and meet tight deadlines.
• Highly organised and efficient with excellent attention to detail.
• Ability to analyse situations quickly and respond to those seeking advice/guidance.
• Ability to present information to a wide range of audiences.
• A self-starter with a positive, enthusiastic attitude.
• Highly proficient in MS Office software.
• When required, willing to work outside of normal working hours e.g. weekend work, late nights.

For the full job description and detailed responsibilities please see our website

https://events.olympia.london/careers

How to apply:

Please send your CV to HR@olympia.london by 14th March 2025.