Senior Customer Success Executive (SBC Events)

JOB DESCRIPTION

Job Title:

Senior Customer Success Executive (SBC Events)

Line manager’s job:

Head of Customer Success

Division

SBC Events

Department:

Customer Success

Core hours:

Mon to Fri 9am-6pm, but must be flexible around events in global markets

Compensation:

Up to £30,000 plus bonus of 5%

Based:

London
Per Hybrid Working Policy (2 - 3 days per week office based)

Business travel:

Required to travel to main SBC events (Europe, plus some in North America)

ABOUT SBC

SBC connects people and companies to drive business within the sports betting, iGaming and payment industries through its global events, media and advisory business.

SBC is part of the Sport Global Group of companies. Headquartered in London, the group has over 100 employees across Europe, the US and Latin America. With ambitious expansion plans, SBC is a high growth and innovative company focused on customer commitment and quality.

SBC EVENTS organise live B2B sports betting and iGaming events for a worldwide senior executive audience with a focus on industry-leading product showcases, content and networking opportunities.

SBC MEDIA employs 15 full-time journalists and publishes more than 100 stories daily across nine industry-leading news websites with a focus on sports betting and iGaming news: sbcnews.co.uk, sbcamericas.com, sbcnoticias.com, casinobeats.com, slotbeats.com, gamblingtv.com, lotterydaily.com, paymentexpert.com, insidersport.com, sbcdirectory.com,
and the SBC Leaders Magazine.

SBC LEADERS is an invitation-only membership of the industry’s most influential operators formed with a goal to bring the industry’s best together in order to share ideas, collaborate on major issues, push innovation, and elevate the overall image of our industry through the promotion of its achievements.

AFFILIATE LEADERS is connecting Affiliates and Digital Marketers across the world to share ideas, push innovation and drive change.

SBC ADVISORY PARTNERS is the consulting and intermediary service for sports, fintech, sports betting & iGaming organisations that is focused on market insight. Its highly experienced and connected team has deep industry roots built through its global conferences and media reach.

ABOUT THE OPPORTUNITY

The Customer Success team is responsible for the customer relationship from the point of sale, overseeing delivery of the sponsorships and ensuring customer satisfaction with the value that they receive. When a new contract is signed by a client, the sales team will introduce the Customer Success team and from here, it is the responsibility of Customer Success to ensure all relevant teams are made aware of the items included in the sponsorship, oversee the execution, and manage the relationship with the client to ensure they receive the best customer service possible, both with the logistical elements and the overall experience.

The Senior Customer Success Executive is first and foremost a customer facing role, that will suit someone who likes interacting and building relationships with people. You will also need to be very organised, taking accountability to ensure that no detail is overlooked in the successful delivery of each sponsorship, and an adept problem solver to find solutions to keep the customer satisfied when things don’t go as planned both on-site and during event preparations.

The Customer Success team sits within the larger events team, and works closely with all teams including their colleagues in Events Operations, as well as the Conference Production team, to ensure that all elements of the sponsorship packages are planned and delivered optimally. The Senior Customer Success Executive will also work very closely with the Sales team ensuring that their allocated accounts are seamlessly managed from sale through to delivery.

As the Senior Customer Success Executive has responsibility for their assigned customers across all of the events that they participate in, this role will involve travelling to all SBC events in Europe and potentially our larger North American events

ABOUT YOU

• Strong communicator with a natural ability to build and improve lasting relationships
• Proactive problem solver with a desire to develop and improve the customer experience
• Accountability to deliver work to a high standard with a key focus on attention to detail
• Highly organised and process driven with effective and efficient administrative skills
• Demonstrable evidence of working collaboratively in a team environment with the ability to manage workload and use initiative whilst working alone
• Confident to manage customer issues and coordinate teams to resolve complaints promptly
• Able to deal with high pressured situations in a calm and collected manner
• Good written and spoken English
• Experience using Microsoft Office / Google Suite

It would be bonus if you have:

• Knowledge of exhibitions, tradeshows and conferences
• Secondary language

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Pre-event

• Pick up the customer relationship from the point of sale, and be accountable to manage it through delivery to ensure customers have success with their sponsorship of, and exhibition at our events
• Develop the sponsor action plan for each sponsorship sold
• Build a strong relationship with the customer to understand their needs and objectives, understanding the inventory available in detail to be able to support sales team with recommendations and insights for upsell opportunities
• Maintain frequent communication with the customer in the lead up to and during the event to ensure that they feel prepared and confident in their participation
• Share information on additional services, such as turnkey stand build, and take orders for these services when appropriate
• Ensure we receive necessary assets from the customer (logos, company profile, exhibitor profile etc.) as soon as possible and ensure we include the sponsor on the website and other agreed materials
• Work with outside vendors that directly deliver services to our customers, such as stand builders, to coordinate customer orders and delivery
• Work closely with Event Operations team to communicate sponsorships that need to be built into the wider event plan and accessible for other teams
• Coordinate with other departments involved in managing and delivering sponsorship, including Conference, Marketing and Design teams
• Work with the Relationship team to facilitate introductions between sponsors and potential leads and buyers at the event
• Attend sales meetings as appropriate to understand sales pipeline, listen to customer concerns and objections, and suggest solutions based on your understanding of inventory and feedback customer insights
• Update and manage the sponsorship mastersheet, which provides the sponsor information to Events, Conference, Marketing, and Design teams
• Maintain inventory sheets for each event, keep on top of sold / held / available inventory

During the event

• Oversee sponsorship execution, collaborating with internal teams and external vendors on-site to ensure a successful event for clients
• Attend meetings with clients to further develop the relationship and your understanding of their business
• Attend to any client concerns, resolving issues in a timely manner
• Provide support to the wider Operations team
• Connect with industry peers to widen your network

Post event

• Follow up with customers after the event to obtain feedback and identify opportunities for further improvement
• Proactively look for opportunities to develop internal processes to improve the customer experience

WHY SBC

• Work for a high growth and exciting news, media and events company across the fast pace sports betting and iGaming industry
• A comprehensive benefits package including
  • Private Healthcare Plan (Vitality)
  • Group Pension Plan with 5% Individual and 4% Company Contribution (Royal London)
  • Income Protection (Canada Life)
  • Life Assurance (AIG)
  • Employee Assistance Programme and Employee Support Programme
  • Company Sick Pay
• 21 days annual leave in addition to 12 Company Days Off (these generally include include all Bank holidays and an annual Christmas shutdown period)
• Travel the world for events in some of the worlds most sought-after locations and venues