Client Experience Lead for Creative Event Business

Party at the Moontower Event Rentals is seeking a full time Client Experience Lead. We are a boutique event rental and fabrication business that services everything from high end parties and corporate events to festivals and weddings. You will be working directly with clients to ensure they have the best possible experience from the time they book their order through the execution of their event, and internally with our Sales, Production, and Operations departments to facilitate communication between the teams. This is a great opportunity for someone looking to explore the events industry and learn a lot quickly!

Tasks and Responsibilities

Identifying customer needs & opportunities to upsell post-booking
Gathering customization details (paint colors, brand assets, custom modifications) and communicating them to Production and Operations
Executing simple graphic design and file production, when required to fulfill customization elements of upcoming orders
Placing and overseeing orders with our subcontractor vendors (printing, plants, tabletop)
Assisting with the execution of customization (paint, vinyl, installation) when necessary
Managing client expectations post-booking
Ensuring post-booking success for all of our clients (including event logistics, contract changes)
Using event expertise to guide clients as they finalize their logistics
Identifying and resolving inventory conflicts on upcoming orders
Working with Operations to strategize in preparation for large and/or complicated deliveries
Acting as a client liaison onsite during event setup (including events that arise outside standard working hours)
Assisting with onsite installation of customization elements (vinyl, dimensional lettering)
Resolving client concerns and questions quickly before, during, and after events (including those that arise outside standard working hours)
Addressing missing and damaged items with the client post-event, and charging fees where applicable
Working with Accounts Receivable to close the loop on invoice payments
Collecting client feedback and reviews
Organizing post-event client gifting
Maximizing sales and delivery capacity by managing logistics schedules
Facilitating communication between Sales, Production, and Operations
Logging and recording relevant communication, notes, data, etc in the Client Directory
Handling each interaction with empathy and compassion
Fostering long-term client retention
Turning clients into gushing promoters and PATM advocates
Advocating for clients to ensure their needs are met or exceeded
Attending industry events on occasion, to invest in existing client relationships

Our ideal candidate has/is:

A team-first attitude and willingness to help out where needed
Appreciation for client success and the pleasure that comes from seeing happy clients
Thick skin and the ability to handle feedback or frustration from clients
An engaging and positive personality
Loves talking to people and has very strong communication skills
Comfortable discussing questions, concerns, or complaints with clients over the phone
Very strong organizational skills and the ability to implement and execute on various processes and timelines to ensure client success
Very detail oriented – events have lots of moving pieces!
Ingenuity and the ability to problem solve in real time
A keen interest in interior design, graphic design, and/or experiential events
A basic understanding of Adobe InDesign and Adobe Illustrator
The ability to build and nurture relationships
The ability to thrive in a dynamic, fast-paced environment
A desire to always go above and beyond
Someone who can take a project and run with it, but who also isn’t afraid to ask questions
Be ready to be part of the event industry! Flexibility to work some odd hours when needed!

Compensation and Benefits:

Salaried position: $50k yr
Health Insurance
Paid holidays and 15 days of PTO
Three set office days per week, two WFH days (subject to change if the schedule for the week requires it. First 90-day onboarding is fully in-office)
Fun working environment/strong sense of team
Tickets to events, team hangs, and whatever fun stuff we can think of
We are a growing company with opportunities for advancement!

If you think you’d be a great fit, please send a cover letter and resume to:

Email: [email protected]

Subject: Client Experience Lead

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

Dental insurance
Employee discount
Health insurance
Paid time off
Vision insurance

Experience:

Client services: 1 year (Preferred)

Willingness to travel:

100% (Preferred)

Work Location: In person