Buscar empleo: 138 ofertas de trabajo de head of customer experience en Morden (abril 2026)

Head Of Events Operations

hace 16 días

Croydon

Head Of Event Operations:\n\nBusiness: emap\n\nBrands: Construction News, New Civil Engineer, Ground Engineering, Local Government Chronicle, Nursing Times\n\nBase Location: Fleet street /Hybrid ( 3 days in the office)\n\nEmployment Type: Full time, Permanent\n\nSalary: £ Competitive + 30% Bonus\n\nIn 1887, entrepreneur Sir Richard Winfrey bought a collection of newspaper and magazine titles in the midlands together under the name East Midlands Allied Press. Throughout a distinguished 30-year history the group grew as media brands joined from across the UK. In 1947, the company adopted the ‘emap’ name. In 2017, fast-growing media operator Metropolis Group acquired the business, combined it with its own B2B media brands, and continued the growth trajectory with further acquisitions and growth in digital solutions, events and paid content.\n\nToday, emap is one of the UK’s leading and fastest growing niche media owners. We connect our loyal audiences with news, analysis and expert opinion through leading journalism, engaging events and burgeoning digital products.\n\nThe Head of Event Operations is accountable for the end-to-end operational management and delivery of all events within the portfolio, including awards, conferences, and careers fairs. The role ensures consistently exceptional standards across every aspect of event delivery, while driving efficiency, scalability, and cost effectiveness.\n\nResponsible for designing, implementing, and continually improving operational frameworks, processes, and supplier partnerships, the Head of Event Operations creates a robust, best-in-class delivery model that supports a superior customer experience before, during, and after each event. The role plays a critical part in safeguarding quality, managing risk, and enabling teams to deliver seamlessly at pace.\n\nWith responsibility for the leadership, recruitment, and development of the event operations team, the role ensures the right capabilities, structure, and culture are in place to deliver excellence across the portfolio. Working closely with internal stakeholders across events, sales, marketing, and editorial, the Head of Event Operations provides strong operational leadership, governance, and oversight to support the successful execution and continuous evolution of the events business.\n\nKey Responsibilities:\n\nOperational Leadership & Governance\n\nProvide senior operational leadership across the full events portfolio, ensuring consistently high standards of delivery across awards, conferences, careers fairs and bespoke events.\n\nEstablish clear operational governance, standards, and best-practice frameworks to support high-quality, scalable event delivery.\n\nEnsure all events are delivered on time, on budget, and in line with brand, quality, and customer experience expectations.\n\nBudget Management & Cost Control\n\nCreate, own, and manage detailed operational budgets for all events, ensuring budgets and operational folders are accurate, current, and well-governed.\n\nTrack, forecast, and report operational costs on a monthly basis, proactively identifying risks, variances, and cost-saving opportunities.\n\nEnsure all venue and supplier payments, deposits, and contractual obligations are managed accurately and in line with agreed terms.\n\nDrive cost efficiency without compromising quality or customer experience.\n\nEnd-to-End Event Delivery & Project Planning\n\nBuild and oversee detailed end-to-end project delivery plans for all events, from initial planning through to post-event debrief and evaluation.\n\nEnsure effective coordination of logistics, production, and customer-facing operations across all event phases.\n\nLead the onsite delivery and execution of events, ensuring a seamless, professional experience for all stakeholders.\n\nCustomer Experience & Service Excellence\n\nDevelop and implement a clear strategy to enhance the end-to-end customer journey for delegates, sponsors, speakers, judges, and award guests.\n\nOwn the operational delivery of a high-quality customer experience before, during, and after events.\n\nAuthor and implement customer service communication plans for each event, ensuring clarity, timeliness, and a consistently high standard of service.\n\nDefine, measure, and continuously improve service standards through SLAs, feedback, and targeted performance objectives.\n\nSupplier & Venue Management\n\nLead venue procurement processes to secure appropriate venues that deliver best value, quality, and service across the annual events calendar.\n\nBuild, manage, and continuously develop strong supplier relationships to support high-quality event delivery.\n\nRegularly audit and review supplier performance, ensuring services are delivered to agreed standards and identifying opportunities for improvement or optimisation.\n\nResource Planning & Team Leadership\n\nPlan, schedule, and deploy operational resources effectively to meet delivery deadlines and maximise team efficiency.\n\nRecruit, lead, develop, and retain a high-performing event operations team, fostering accountability, capability, and engagement.\n\nSet clear expectations, objectives, and development plans to drive consistent performance and continuous improvement.\n\nOnsite Leadership & Execution\n\nTake overall responsibility for onsite operational planning and delivery, ensuring smooth execution, rapid issue resolution, and strong leadership presence.\n\nEnsure teams and suppliers are fully briefed and aligned to delivery plans, service standards, and contingency arrangements.\n\nCompliance, Risk & Safety Management\n\nEnsure full compliance with all relevant legislation, regulations, and internal policies across the events portfolio, including health & safety, insurance, and risk management.\n\nOwn and oversee risk assessments, method statements, and contingency planning to safeguard customers, teams, and the business.\n\nSkills and Experience:\n\n * Proven experience in a senior event operations role within a commercial events, publishing, or information-led business.\n\n * Strong track record of delivering complex B2B events across multiple formats, including conferences, awards, exhibitions, careers fairs, and virtual or hybrid events.\n\n * Demonstrable experience leading and developing event operations teams, including line management of teams of three or more, with a focus on performance, capability, and engagement.\n\n * Extensive experience in end-to-end event operations, including venue sourcing, supplier management, logistics, onsite delivery, and post-event evaluation.\n\n * Strong understanding of operational budgeting, forecasting, and cost control, with experience managing operational budgets and maintaining financial discipline.\n\n * Clear evidence of strategic thinking and operational planning, with the ability to design scalable processes, frameworks, and delivery models that support business growth.\n\n * Strong working knowledge of health & safety, risk management, and compliance, supported by IOSH or an equivalent recognised Health & Safety qualification.\n\n * Experience working effectively with cross-functional stakeholders including sales, marketing, editorial, and commercial teams.\n\n * Confident user of Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and experienced in working with event technology and virtual event platforms.\n\n * Organised, detail-oriented, and delivery-focused, with the ability to manage multiple events and priorities in fast-paced, deadline-driven environments.\n\nCore Competencies:\n\nOperational & Financial Management\n\nStrong capability in owning and managing operational budgets, with the ability to forecast accurately, control costs, and take decisive action to address variances while maintaining quality and service standards.\n\nCommercial Judgement & Brand Alignment\n\nCommercially aware and outcome-focused, with the ability to balance commercial objectives with brand values, customer experience, and long-term portfolio integrity.\n\nStakeholder Influence & Collaboration\n\nHighly effective at influencing and aligning senior stakeholders across multiple functions to deliver commercially successful events, often within complex or matrixed environments.\n\nLeadership, People & Capability Development\n\nProven ability to lead, motivate, mentor, and coach operational teams, creating a high-performance culture focused on accountability, development, and continuous improvement.\n\nProject Management & Delivery Excellence\n\nExceptional organisational and project management skills, with the ability to plan, coordinate, and deliver complex events against fixed deadlines, budgets, and quality benchmarks.\n\nCommunication, Credibility & Presence\n\nA first-class communicator with gravitas, authority, and influence, able to build credibility and trust at senior levels both internally and externally, including with suppliers, venues, and partners.\n\nPersonal Attributes:\n\n * Confident, autonomous, and resilient, able to take ownership of complex operational delivery and lead calmly under pressure.\n\n * Articulate and credible, with a polished presence and the ability to operate effectively at senior management level.\n\n * Strong interpersonal and relationship-building skills, building trust and collaboration across teams, stakeholders, and suppliers.\n\n * Highly organised with exceptional attention to detail, maintaining high standards across multiple events and workstreams.\n\n * Proactive and solutions-focused, bringing curiosity, sound judgement, and creativity to problem-solving and continuous improvement.\n\n * Calm, adaptable, and effective in fast-paced environments, comfortable managing competing priorities and working flexibly to meet business needs.\n\nWhat we offer\n\nLearning & Development:\n\nAt emap, we believe that employee learning and development are the key drivers of our success. To ensure continuous growth and meet the ever-changing demands of the workplace, we provide an environment that fosters continuous development for our employees.\n\nOur employees are encouraged to identify their areas of personal and professional development aligned with our strategic areas, including management development, health, safety & wellbeing, sales, events management, marketing strategy, editorial, and information technology. We have a structured framework designed to help equip our employees with the necessary knowledge, skills, and behaviours to excel in their job roles, contributing to achieving our organizational objectives.\n\nTo support our employees’ career development, we have designed specialized programs, as well as other stand-alone role-specific and generic courses, under the emap academy.\n\nBenefits: emap is part of Metropolis Group. Together we are committed to providing a happy and healthy place to work, so we offer fantastic benefits and perks to our employees.\n\n25 days of annual leave, with the option to buy or sell additional days. Pro-rata for part-time employees.\n\nOne additional day of leave per year- Celebration Day\n\nHealth plan\n\nLife assurance\n\nPrivate virtual GP access\n\nSeasonal flu jabs available at the office\n\nContinuous learning & development opportunities\n\nIn-house Excellence Awards and other innovation projects\n\nCycle-to-work scheme\n\nDiscounted gym memberships\n\nRetail discount vouchers\n\nRail season ticket loans\n\nPension scheme\n\nOne paid volunteer day per year\n\nAnnual Summer & Winter Celebrations\n\nWork from home during August\n\nIncome protection and more\n\nPrivacy: Metropolis Group respects the privacy of every person for whom we have personal data. We comply with data protection legislation such as the Data Protection Act 1998 and the General Data Protection Regulation which regulates the processing of data and ensures that your data is processed fairly and lawfully, is kept secure and only that data necessary for any processing is kept.\n\nDiversity and Inclusion: We are an equal opportunity employer and value diversity and inclusion. All applicants will be considered for employment without attention to race, age, religion or belief, pregnancy and maternity, marriage and civil partnership, sex, sexual orientation, gender identity, national origin, or disability status.\n\nHow to apply: Please submit your CV and covering letter. Due to the volume of applications, we receive, we are unable to give individual feedback at the application stage, however if you are successfully shortlisted you will be contacted within 10 working days of your application

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