Manager, Guest Experience

Events · London, London, City of
Department Events
Employment Type Full Time
Minimum Experience Manager/Supervisor

The Guest Experience (GX) team’s key role is to support the development and delivery of digital activations and physical experiences with a focus on the end-to-end guest experience for high-profile brands. The GX Manager role will take responsibility for management of all elements of the guest journey on projects of varying types and sizes. 

We are looking for an experienced GX Manager who has a passion for, and specialist expertise in all things guest experience to join the team. A love of agency life is a must and thrives on working to deadlines.



Key Accountabilities


The role supports the delivery of digital experiences and physical events with a sole focus on Guest Experience (GX). At Smyle, this includes:


  • Managing clients and client relationships ‘end to end’ from brief, pitch/proposal creation and throughout the project lifecycle with dedicated focus across all specialist GX elements of a physical or digital project including everything from registration and comms to guest flow, travel, catering and accommodation. 
  • Working closely with Project Leads and Digital Leads to provide best in class GX
  • Managing all GX elements of budgets including reconciliation 
  • Managing/overseeing/supporting specialist GX freelance resource on pitches and projects


Physical Events:


  • Taking briefs directly from clients, interrogating briefs, responding to the brief with concepts, ideas, suggestions and budgets
  • End to end live event guest experience planning and on-site execution
  • Registration and communication planning from the ‘save the date’, to invites, registration and final information. 
  • Venue sourcing including negotiation of costs and presentation of options to client 
  • Strong destination knowledge and the ability to recommend destinations based on client briefs
  • Accommodation/rooming and transport management 
  • Event staffing management incl sourcing suppliers, scheduling and detailed briefings
  • Food and beverage management
  • Meeting room management


Digital Events:


  • End to end digital GX planning and execution from ‘hold the date’, through to invites, registration and booking confirmations 
  • Registration and communication planning 
  • Pre-event helpdesk planning / support, & live-event helpdesk planning/support incl live chat  


About You


  • Experience as an Events/Logistics Manager with a strong GX focus within a similar size/quality organisation
  • Knowledge of all GX elements including managing and developing registration websites (multiple platforms), as well managing the process, timeline
  • Great experience in venue sourcing, F&B, brand ambassador management and transport management 
  • Proven capability to input into projects budgets; up to £500m
  • Project leadership experience ability to mentor and motivate team members
  • Experience in the digital landscape of events
  • Strong communication skills, both written and oral
  • Resilient under pressure with the ability to maintain a high level of accuracy & adhere to
    high standards of quality when working to tight deadlines
  • Proficient and experienced user of Microsoft Office suite is essential, particularly Outlook & Excel
  • Strong track record in events for high-profile brands, B2C brand events and B2B conference delivery including major corporates and high-profile brands
  • Exceptional presentation / pitching skills. Excellent planning, organisational, prioritisation skills.


Diversity, Equity & Inclusion


We’re an inclusive agency, invested in our people and connected to challenges we face in society across diversity, inclusion, mental health, wellbeing and sustainability. Our teams Collective, Culture Club and Planet Smyle work together to drive improvements across all these areas within the agency. 

Ask us about our agile working initiative, FLEX!


Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Events
  • Employment Type
    Full Time
  • Minimum Experience
    Manager/Supervisor