Head of Customer Experience


DESCRIPTION:

Olympia is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance International. Work is currently underway to transform the wider estate into a cultural hub. 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/

Olympia is part of ASM Global, which is the world’s leading venue management company and producer of live event experiences. With over 350+ premier venues spanning worldwide, we operate and invest in the world's most important stadiums, arenas, convention centres and theatres, including entertainment districts and mixed-use developments.
 

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.

Responsibilities include:

  • Develop and implement the overall customer experience strategy, aligning with the overall business objectives for Olympia Events, ASM Global and Olympia
  • Lead the focus on customer centricity across the business and create a culture that prioritises the importance of understanding the customer experience and journey by staying ahead of industry trends and best practices, bringing new ideas and innovative approaches
  • 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
  • Identify and implement technology which improves the customer journey and assists the teams in being more efficient in their role
  • Carry out appraisals and evaluations to ensure all appropriate training is identified and provided via personal development plans for direct team
  • Oversee departmental budget, ensuring commerciality is considered
  • Work closely with the Venue Director to ensure customer needs are fully considered in all capex projects, tender processes and service partner relationships
  • Liaise with the relevant other departments to agree on an entertainment and gifting strategy for clients
  • Act as duty manager when required

PERSON SPECIFICATION
  • 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
  • Ability to develop and execute customer experience strategies to drive business growth
  • 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

SUSTAINABILITY RESPONSIBILITIES
  • Continuously improve your knowledge of Olympia Events’ sustainability programme - the ‘Grand Plan’. Complete all training provided and promote sustainability practices to meet our Grand Plan objectives
  • Follow and promote all sustainable workplace policies and procedures and seek ways to make your department more sustainable by taking an active role to initiate change

 

HOW TO APPLY

Please send your CV and a cover letter detailing how you meet the criteria outlined in the job description to HR@olympia.london.

The closing date is 14th March 2025.



Olympia Events is fully committed to ensuring the safety and wellbeing of all children, young people and adults at risk (vulnerable groups) that attend our premises. As a consequence, Olympia Events may require any successful applicant to complete a DBS Check prior to working in our business.

Olympia Events is committed to Equality, Diversity and Inclusion and excepts all its people to have a positive commitment to EDI by treating others fairly and not committing any form of discrimination, victimisation or harassment and to promote positive working relationships amongst employees and stakeholders.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over according to the changing needs of the business.