Audience & Experience Manager

Overview

The Audience and Experience Manager plays a pivotal role in shaping and delivering a seamless and engaging experience for all attendees of the Energy Institute’s event portfolio, from intimate briefings to the flagship International Energy Week (IEW). This role is responsible for mapping audience journeys, building and managing registration systems, ensuring high-quality customer interactions across all touchpoints, and expanding those touchpoints.The ideal candidate will be highly organised, proactive, and comfortable working with data to drive decisions. They should have a passion for delivering exceptional customer experiences and be confident in managing multiple stakeholders, systems, and timelines. A collaborative mindset, a drive for operational excellence and a keen eye for detail are essential, as is the ability to anticipate audience needs and continuously improve processes. This is a fantastic opportunity for someone who wants to make a tangible impact on the success and reputation of high-profile energy events.Responsibilities

Audience Experience: Own the continuous improvement of the audience journey, from discovery and registration to onsite experience and post-event follow-up.Audience Experience: Use data and feedback to identify friction points and implement solutions that enhance the attendee experience.Audience Experience: Analyse audience behaviour data to inform strategic decisions and improve event outcomes.Audience Experience: Envision, design and deliver creative, engaging audience touchpoints to sustain and grow delegate attendance.Audience Growth: Project manage audience growth planning for International Energy Week, including collaboration with Communities and Membership teams.Registration Management: Own relationships with registration platform providers; design and oversee delegate registration systems for a smooth, efficient and informative experience.Registration Management: Compose, distribute and manage clear delegate communications throughout the registration and post-registration journey.Registration Management: Ensure smooth digital access to hybrid events for delegates.Registration Management: Monitor registration across all events, track year-on-year progress, flag issues and collaborate with Marketing, Membership, and Strategic Partnerships teams to resolve them.Registration Management: Be the main point of contact for the Finance team on payment reconciliation and credit control.Delegate Communications: Manage event inboxes and post-event communications; create, distribute and analyse post-event surveys; produce audience reports.Delegate Communications: Source, onboard and line-manage short-term contractors to provide customer service for International Energy Week.Onsite: Act as the primary audience host for International Energy Week onsite and oversee on-site registration and welcome areas to ensure efficient access and attendee safety.Onsite: Train and support additional staff on the registration platform; support Head of Events as needed.Experience and Qualifications

5+ years'' experience in event registration or customer experience rolesProficient use of Microsoft Outlook; good working knowledge of Microsoft Office 365 (Excel, Word, PowerPoint, etc.)Good IT literacy; familiarity with event tech platforms and CRM systems (desirable)Experience in data analysis and reporting (desirable)Excellent communication and project management abilities; ability to work under pressure and manage multiple tasks simultaneouslySalary

£35,000 – 40,000 per annum depending on experience, plus benefitsBenefits

Training and professional development opportunitiesCompressed working scheme – extended daily hours in return for every other Friday offAll-company/team socialsCycle to Work SchemeGreat office cultureHow to apply

To apply, please send your CV and covering letter to amacklin@energyinst.org before 29th September. Interviews will take place during ..... full job details .....