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Customer Experience Manager

Reed Exhibitions
REE00AIL Requisition #

About Us:

Reed Exhibitions (RX) is the world leader in creating high profile, targeted industry events where buyers and suppliers come together to do business. In Australia, we organise a wide range of events including exhibitions and conferences. We currently run over 35 events each year covering a broad range of industry sectors including retail, beauty, hair, mining, manufacturing, energy, medical and pop culture.

We support a creative open and fun culture without exception. Careers with us are built on passion and the unwavering desire to make all the things we do BETTER. This isn't just about the status quo, meeting deadlines, or hitting targets – you need to do that too – but this is absolutely about delivering the best for our customers.

The Opportunity:

We are seeking an experienced Customer Experience Manager to work closely with the Exhibition Director as well as Marketing and Coordination for our dynamic Retail exhibition team.

The purpose of the role is to identify knowledge gaps, build and innovate our customer insights capability. This will lead to strategic analysis and to improve the overall experience for both our exhibitors and visitors.

Key Responsibilities:

  • Lead and drive primary marketing research for Visitors in a number of areas, including needs, behaviour, customer journey, messaging and any other areas as necessary.
  • Develop key insights and recommendations based on strategic analysis of our current primary data collection and industry third party data.
  • Gain a deeper understanding of our Visitor, in particular our top 100 buyers within each category.
  • Create insight led customer journey strategies to increase both acquisition and retention of our Visitor database and ultimately attendance at the Gift Fairs. This will identifying all touchpoint owners to drive tangible improvements in our customer experience.
  • Participate and contribute to cross-functional initiatives, providing key insights and recommendations.
  • Develop discussion guides and moderate focus groups with B2B professionals across multiple categories and retail channels
  • Produce reports and industry white papers that position Reed Gift Fairs as a thought leader in the industry and categories it chooses to participate in.
  • Gain a deeper understanding of retail behaviour through the various consumer channels including the evolving procurement cycle with an eye to identify emerging trends which will shape the future content, exhibitor category mix and look of our event.
  • Build a strategy database of sources (news, research, trends, global fairs)


About You:

You are a driven, collaborative and hardworking individual, who relishes working in a fast-paced environment. You have the ability to think strategically and solve problems whilst maintaining a large focus on the customer.

You will also have:

  • Prior experience leading Marketing, Consumer Insights/Experience, Shopper Marketing and /or strategic marketing consulting/agency or FMCG required
  • Bachelor’s degree or equivalent in Marketing
  • B2B experience would be an asset
  • Solid analytical and critical thinking skills with the ability to analyse and subsequently visualise data
  • Stakeholder Management, ability to influence and manage key stakeholders to Leadership Team level
  • Awareness and understanding of Australian Privacy Laws and the SPAM Act
  • Strong project management and organisational skills
  • Outstanding attention to detail
  • Can adhere to strict deadlines
  • Computer literacy (needed) – Microsoft Word, Excel, PowerPoint, Outlook
  • Strong verbal and written communications skills

What’s on offer?


Join our dynamic team full of passionate people. We may work hard to produce AMAZING shows but we have fun doing it!


You will also have:

  • The opportunity to go onsite to our industry leading exhibitions and events
  • Training and development opportunities as well as ongoing support to ensure you hit your full potential
  • Career progression – we are strong believers in developing great talent and finding opportunities where individuals can grow with us
  • Social functions, reward & recognition programs and access to some amazing benefits including corporate health insurance, optical assistance & corporate gym discounts (just to name a few)

Please note, only shortlisted candidates will be contacted. We thank you for your interest in this role.




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