On-Site Client Services Manager

They have over 20 years of combined experience working globally (Europe, US, Middle East, Asia, Australia) on the design, build and full project management of exhibition stands ranging from £20,000 - £1.5m.

The On‑Site Client Services Manager is responsible for providing exceptional client support and ensuring the successful delivery of the client's exhibition experience during major global trade shows and events.

Working as an extension of the agency and the client's event team, the role is the primary on‑site point of contact throughout the exhibition.

The successful candidate will build strong client relationships, anticipate requirements, resolve issues quickly and coordinate with internal agency teams, contractors, venue representatives, and other stakeholders to ensure the exhibition programme runs smoothly.

This is a highly visible, client‑facing role requiring excellent communication, discretion, commercial awareness, and the ability to remain calm and solutions‑focused in a fast‑paced international environment.

Key Responsibilities

• Act as the primary on‑site point of contact for the client throughout the exhibition.
• Develop and maintain a strong, trusted relationship with key client stakeholders.
• Be present on the exhibition stand during agreed show hours and provide proactive support.
• Understand the client's objectives, priorities and expectations and ensure these are reflected in the on‑site experience.
• Anticipate client requirements and identify potential issues before they become problems.
• Provide a professional, welcoming, and highly responsive service to client representatives and VIP guests.
• Maintain regular communication with the client before, during and after the event.
• On‑Site Exhibition Management
• Oversee the day‑to‑day operation and presentation of the exhibition stand.
• Liaise with stand contractors, venue teams, AV/technology suppliers, catering, security, cleaning, and other service providers as required.
• Coordinate the resolution of operational issues quickly and effectively.
• Monitor stand presentation, cleanliness, branding, lighting, AV, meeting areas, and overall visitor experience.
• Ensure agreed client standards and brand guidelines are maintained throughout the show.
• Support client hospitality, meetings, demonstrations, presentations, and VIP activity.
• Coordinate changes or additional requirements that arise during the exhibition.
• Agency Coordination
• Work closely with the agency's account, creative, production, and project management teams.
• Provide accurate and timely updates on stand performance, client requirements, and any issues.
• Escalate significant operational, financial or client matters appropriately.
• Coordinate with global agency teams across different time zones where required.
• Capture on‑site feedback and lessons learned for future events.
• Problem Solving
• Take ownership of on‑site issues and drive them through to resolution.
• Remain calm and professional under pressure.
• Make informed decisions within agreed authority and elevate issues when appropriate.
• Manage unexpected client requests and changing priorities without compromising service levels.
• Protect the client's reputation and the agency's reputation at all times.
• Conduct a post‑event review with the client and internal agency team.
• Record client feedback, issues, opportunities, and recommendations.
• Provide a concise post‑show report where required.
• Identify opportunities to improve the client's future exhibition programme.
• Support account teams with follow‑up actions and future event planning.

International travel will be required, potentially including major global exhibition destinations across Europe, North America, the Middle East and Asia-Pacific.

The role may also require attendance during stand build‑up, show opening, evening functions and dismantling where appropriate.

Success in the Role

Success will be measured by

• Client satisfaction and confidence in the agency.
• Smooth and professional operation of the exhibition stand.
• Speed and effectiveness of issue resolution.
• Quality of communication with the client and agency team.
• Positive client feedback following events.
• Strong relationships with client stakeholders.
• Identification and development of future client opportunities.
• Consistent delivery of the agency's service standards.
• Role Purpose

To be the client's trusted on‑site partner - ensuring that every aspect of their exhibition experience is professionally managed, proactively supported and delivered to the highest possible standard.

Requirements

• Proven experience in exhibitions, experiential marketing, events, conferences, or a related client‑facing environment.
• Experience working directly with clients in a live event environment.
• Excellent communication and interpersonal skills.
• Strong organisational and time‑management abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent problem‑solving and decision‑making skills.
• Professional, confident, and approachable manner.
• High level of attention to detail.
• Ability to work independently and take ownership of responsibilities.
• Willingness to travel internationally and work extended hours during major events.

Desirable

• Experience working for a global exhibition or experiential agency.
• Experience supporting multinational clients and global exhibition programmes.
• Knowledge of exhibition stand build, AV, technology, and event production.
• Experience working at major international trade shows.
• Experience managing VIPs and senior client stakeholders.
• Familiarity with international venues, contractors, and exhibition organisers.
• Personal Attributes
• Client‑focused - naturally attentive to client needs and committed to delivering an exceptional experience.
• Calm under pressure - able to deal confidently with unexpected situations.
• Proactive - sees what needs doing rather than waiting to be asked.
• Commercially aware - understands the importance of protecting both the client's interests and the agency's commercial position.
• Diplomatic - able to manage different personalities and competing priorities.
• Highly professional - represents both the client and agency to an exceptionally high standard.
• Solutions‑oriented - focuses on finding practical solutions rather than assigning blame.
• Collaborative - works effectively with clients, agency teams, suppliers, and venue partners.
• Working Environment

This role involves working in a dynamic international exhibition environment, often with early starts, long show days and periods of significant pressure.

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