Customer Success Executive FTC 6 Months (JR102212)

At Clarion, our people are at the absolute heart of what we do. We're proud that our core values of PASSION, CARE, IMAGINATION, and TRUST define the way we carry out our work across all of our exhibitions and conferences.

If you share our values and want to be a part of a successful, dynamic, and creative global business then we want to hear from you.

The Opportunity:

Clarion Events is seeking a proactive, organised, and customer-focused Customer Success Executive to join our team on a 6-month fixed-term basis. You will play a key role in supporting the successful delivery of ICE Barcelona 2026 and iGB Affiliate Barcelona 2026 , two of the most influential global events in the iGaming industry.

This role is ideal for someone with strong communication skills, a passion for delivering outstanding customer experiences, and the ability to manage multiple tasks across digital platforms, live events, and internal collaboration.

Key Responsibilities:

Customer Service & Communication

• Respond to email queries from visitors, exhibitors, and contractors with accurate and timely information.
• Engage with customers via LinkedIn and other social media channels, maintaining a professional tone.
• Confidently communicate with clients over phone, email, and in-person, providing first-class support.
• Contribute to Customer Success KPIs such as First Response Time (FRT), First Resolution Rate, and Customer Satisfaction Score (CSAT).

Affiliate Approvals Vetting Process

• Review affiliate registration applications and verify eligibility according to defined criteria.
• Conduct background checks using websites, social profiles, and submitted documentation.
• Approve or reject applications in line with internal guidelines and maintain clear audit trails.
• Communicate decisions professionally and support appeals or escalations where needed.

Digital Tools & Marketing Support

• Draft customer communications and schedule emails using Pardot or Freshdesk.
• Assist with weekly uploads on the SpEx (Speaker & Exhibitor) grid.
• Coordinate the setup and provide support for the Networking App, including onboarding and troubleshooting.
• Collaborate on the coordination of the WhatsApp AI Concierge, ensuring accurate responses and smooth setup with the tech team.

Education & Enablement

• Support the creation and delivery of exhibitor and visitor webinars, working closely with the marketing and content teams.
• Develop customer education materials, including:
• Top tips guides
• Infographics
• FAQs
• How-to documentation for onboarding and event readiness.

Reporting & Monitoring

• Handle Qualified chat (live website chat tool), ensuring prompt and helpful responses.
• Produce and share weekly Qualified chat reports summarising common queries and key metrics.

Surveys & Feedback

• Assist in the design and distribution of onsite surveys to visitors and exhibitors.
• Support collection of feedback during the event to enhance real-time responsiveness and post-show reporting.

Internal Collaboration

• Work closely with Marketing, Operations, and Sales teams to align customer communications and project needs.
• Assist with cross-departmental projects supporting customer engagement and experience improvement.

On-site Support

• Attend both ICE and iGB Affiliate events in person, assisting with:
• Customer check-in and help desks
• Exhibitor and visitor liaison
• Survey administration and support
• General event troubleshooting and service recovery

Requirements

Knowledge, Skills & Behaviours:

• Experience in customer success, event support, or a client services role.
• Experience handling approval or verification processes (preferably B2B or event-related).
• Comfortable with digital tools such as Pardot, Swapcard, Qualified, SpEx, and basic CMS platforms or similar.
• Strong organisational and multitasking abilities.
• Excellent written and verbal communication skills.
• Confident handling customer inquiries across email, social media, chat, phone, and face-to-face.
• Experience supporting live events or webinars is a plus.
• Ability to work in a fast-paced environment, especially during event lead-up and on-site days.
• Team player with a positive, solutions-focused attitude.

Values:

The Gaming team is a group of enthusiastic individuals driven by the following values:

We love the unexpected:

• We're adventurous and willing to try new things
• We embrace and drive change
• We aim to surprise and delight

We're open and happy to share:

• We engage with stakeholders outside the event
• We build sharing communities
• We embrace others' ideas

We're committed to caring:

• We take personal responsibility to get things done
• We always think about every step of the experience
• We strive to understand and meet customers' needs

We continuously learn:

• We actively seek inspiration from all quarters
• We constantly strive to improve what we do and how we do it
• We help learning lead to growth

About Clarion Events

Clarion Events is one of the world's leading event organisers, producing and delivering innovative and market-leading events since 1947. ( https://clarionevents.com/welcome )

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world's leading global investment funds, investing capital for the long term to build successful, resilient businesses. ( https://www.blackstone.com/ )

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

Benefits

• 25 days' holiday plus bank holidays
• End of year wellbeing shutdown (closed for the last week of the year)
• Celebration day off (e.g. birthday, Diwali, Eid, etc)
• Summer Hours in August (3pm finish on Fridays)
• Helping Our World (HOW) Days - one paid day per quarter to carry out charity work
• Pension Scheme
• Private Medical Insurance
• Health Cash Plan
• Wellbeing Library (MYNDUP)
• Mentoring Programme
• Subsidised Café
• Season Ticket Loan
• Cycle to Work Schemes
• Free on-site gym and shower facilities
• Free eyesight tests
• Free flu vaccination - offered on site once a year for all employees