Job Description

Job Summary

As the Events & Customer Experience Lead, you will oversee the planning, coordination, and execution of events across multiple brands and locations while ensuring exceptional customer service standards are upheld. This role involves sourcing event opportunities, managing event logistics, training front-of-house teams, and enhancing the overall customer experience across the group.

Key Responsibilities

Event Management:

Lead end-to-end event execution from initial planning and logistics to on-site coordination and internal debriefs ensuring flawless delivery of all event components and if applicable, adherence to event organizer requirements. Oversee event budgets to ensure cost control and profitability. Deliver post-event performance reports with clear KPIs including budget outcomes, guest satisfaction, and conversion metrics to inform future event strategy and ROI improvement. Collaborate with operations teams to tailor events to each outlet's strengths, capabilities, and available resources. Act as the primary liaison between clients, event partners, and internal teams, ensuring clear communication and alignment throughout the event lifecycle. Anticipate and manage event risks by developing contingency plans to ensure smooth execution under unforeseen circumstances. Support the identification of event opportunities including private, corporate, and seasonal to drive business growth. Coordinate with marketing teams to support event and outlet promotions, enhance brand visibility, and drive audience engagement across relevant channels.

Customer Experience and Team Leadership:

Develop and deliver brand-specific training programs to strengthen service standards, customer interaction, and upselling techniques. Collaborate with outlet managers to analyze service metrics and customer feedback, translating insights into actionable improvements. Design and implement customer experience initiatives tailored to each brand's identity and market positioning. Lead and support front-of-house teams during daily operations and events, ensuring high performance, smooth execution, and team cohesion especially during peak service hours. Step in to manage customer escalations when required, ensuring timely resolution and maintaining high service recovery standards. Ensure full compliance with all health, safety, and sanitation regulations across outlets.

Qualifications

Bachelor's degree in Hospitality, Event Management, Business, or a related field. Minimum 5 years' experience in event management or hospitality operations with leadership and strong front-of-house service background. Proven ability to manage events end-to-end, including budgeting, logistics, and post-event analysis. Strong knowledge of event logistics, risk management, and contingency planning. Skilled in leading, motivating, and training frontline teams to deliver excellent customer service. Proficient at analyzing customer feedback and service metrics to improve experience and drive upselling. Familiarity with health, safety, and sanitation standards in the hospitality industry. Comfortable in fast-paced environments with strong organizational and multitasking skills. * Proficient with event management software and Microsoft Office Suite (or equivalent tools).