About the Role
We are seeking an exceptional Client Success Manager to become the primary point of contact for exhibitors and sponsors across UK Construction Week, Futurebuild, and The Stone & Surface Show.
This is a highly client-focused role responsible for ensuring every exhibitor and sponsor achieve maximum value from their investment and enjoy a seamless experience before, during and after the event. The Client Success Manager will act as a trusted advisor, helping clients define their event objectives while identifying opportunities to enhance their presence through sponsorship, thought leadership and brand awareness solutions.
Working closely with Sales, Marketing, Content and Operations teams, you will take ownership of the exhibitor journey from onboarding and event preparation through to post-event ROI reviews and renewal discussions.
Key Responsibilities
Exhibitor & Sponsor Success
- Act as the dedicated point of contact for exhibitors and sponsors from contract signature through to post-event and renewal.
- Provide special customer support to sponsors ensuring all sponsor deliverables are met.
- Develop a deep understanding of each client’s business objectives, identifying tools to help them achieve this pre-show and onsite.
- Deliver a structured onboarding process, ensuring exhibitor has access to the exhibitor portal and an in-depth understanding of its functionality. Providing online tutorials when necessary.
- Provide training and support on smart badge technology lead capture tools.
- Create and distribute promotional assets to enable exhibitors and sponsors to promote their presence at the event, raise their brand awareness and increase their footfall.
- Encourage exhibitors and sponsors to invite potential and existing client to the event contributing to the overall visitor pre-reg and attendee numbers.
- Schedule and execute an exhibitor communication plan, providing timely updates and information.
- Resolve issues quickly and professionally, ensuring a positive client experience at all times.
Event Delivery & Client Experience
- Assist exhibitors through all operational requirements and deadlines.
- Coordinate with contractors and suppliers and internal teams to ensure a smooth exhibitor experience.
- Provide guidance on:
- Visitor engagement and lead generation strategies
- Stand activation and audience engagement
- Sponsorship opportunities
- Thought leadership and speaking opportunities
- Hospitality packages
- Accommodation and logistics
- Have a visible presence onsite, acting as a key point of contact and ensuring exhibitors and sponsors receive outstanding support.
Retention & Renewal
- Build strong, long-term relationships with exhibitors and sponsors to drive loyalty and advocacy.
- Identify upsell and cross-sell opportunities across the event portfolio.
- Support rebooking and renewal conversations.
- Gather client feedback and insights to improve future events and increase retention rates.
Collaboration
- Work closely with Sales, Marketing, Operations, Content and Event Delivery teams.
- Ensure all client information is accurately captured, updated and shared internally.
- Contribute to improving exhibitor and sponsor onboarding processes and customer journeys.
Key Performance Indicators
- Exhibitor and sponsor satisfaction scores (indicated by Net Promoter Score (NPS)
- Pre- reg and visitor target from exhibitor promotion
- Client retention and rebooking rates
- Sponsorship and exhibitor upsell revenue
- Delivery against exhibitor objectives
- Reduction in exhibitor support issues and escalations
Skills & Experience
Essential
- Proven experience in account management, client success, customer success or event management.
- Strong relationship-building and stakeholder management skills.
- Excellent communication and presentation abilities.
- Highly organised with exceptional attention to detail.
- Ability to manage multiple projects and deadlines simultaneously.
- Commercially minded with a customer-first approach.
- Experience working with CRM systems and project management tools.
Desirable
- Experience within exhibitions, trade shows, conferences or live events.
- Understanding of sponsorship activation and event marketing.
- Experience working with B2B clients.
- Knowledge of the construction, design, building products or interiors sectors.
- Experience working with platforms such as ASP, Visit/GES, adobe express/Canva
Personal Attributes
- Passionate about delivering exceptional customer experiences.
- Proactive and solutions oriented.
- Confident, approachable and professional.
- Strong problem solver who thrives in a fast-paced environment.
- Able to build trust and credibility with senior stakeholders.
- Commercially aware and results driven.
Why Join Us?
This is an exciting opportunity to play a pivotal role across some of the UK’s most influential built environment events. You will work directly with leading brands, helping them maximise their investment while contributing to the growth and success of market-leading exhibitions.
If you are passionate about customer success, relationship management, and delivering outstanding event experiences, we’d love to hear from you.
Send your CV to [email protected]
This role is based in our Loughton office, Monday to Friday.