Director, Customer Experience

Job Title:

Director, Customer Experience

We are a global engagement marketing agency that creates human‑centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not‑for‑profit organisations solve their key people challenges through our core expertise:
Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

Job Description:

The position serves as a member of the MCI USA Convention Division. The Director of Client Experience (DCE) establishes and maintains strong client relationships for assigned clients. The DCE serves as a critical and strategic liaison between the client and MCI's internal departments. The DCE identifies customer goals and implements solutions to achieve those goals. The DCE identifies client challenges, ensures root cause resolution, and communicates client‑centric solutions, features, and product updates.

DCE is positioned to provide leadership and drive priorities for assigned clients in a profitable manner. The DCE is the primary person maintaining client relationships that lead to contract renewals. #LI-Remote

$95, base salary + Commission

• Renewing client contracts using profit margin data and the sales margin estimating tools available to the sales team.
• Managing assigned clients by establishing business objectives for their events outside the regular objectives that the registration and/or housing executive would be responsible for, and communicating them to the internal operational departments.
• Define, lead, and track strategic and operational initiatives to successful completion on behalf of assigned clients.
• Build a proactive service plan rather than a reactive service strategy. The service plan will include new‑client onboarding, year‑round touchpoints, attendance at key meetings, and on‑site visits when appropriate.
• Create an account plan for each assigned client. The plan should include an annual review to determine profitability, identify upselling opportunities for additional MCI services, incorporate a service plan, and foster client contacts and relationships within the account.
• Work with critical cross‑functional stakeholders, including Sales, Finance, Marketing, and Operations, to drive changes that improve client service, relationships, and profitability.
• Lead assigned client meetings.
• Work with the Registration and Housing teams to deliver MCI services to the client.
• Coordinate and run the onboarding meetings.
• All duties as assigned.

• Degree required.
• 3-5 years of experience managing trade show organizer clients, or equivalent.
• Proficient in the Cvent Platform or commitment to becoming Cvent Certified.
• Knowledge of registration, housing, and the trade show industry.
• Professional and polished appearance.

• Knowledge of registration, housing, hotels, trade show technology.
• Professional written and verbal communication skills.
• Multi‑task oriented with the ability to work well under pressure and with demanding clients.
• Exceptional organizational and time‑management skills.
• High attention to detail.
• Displays a positive, team‑oriented attitude.
• Professional and polished appearance.
• Proficient in Microsoft Office.
• Proficient in AI prompts.

• Proficient in Passkey Platform.
• Proficient in Cvent Platform.
• Proficient in ChatGPT.
• Proficient in Microsoft Office.

• Available for moderate travel (20%-25%).

MCI USA is an established, family‑friendly company offering outstanding benefits and significant growth opportunities.

• PTO
• 13 paid company holidays, including closure Christmas Eve through New Year’s Day
• 401K
• Medical, dental, vision and supplementary insurances
• Employer‑paid group life insurance, short‑term and long‑term disability
• Employer‑paid family building benefit (fertility, adoption and surrogacy)
• Employer‑paid mental health benefit
• Pet discount program

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