VP, Attendee Experience

ABOUT HYVE

We believe that when people come together, powerful things happen. Hyve Group plc connects global industry communities through unmissable events, online networking platforms, and hyper-productive meeting programs. Our decades of experience put us at the heart of industries, and we are committed to using our influence to shape innovation and drive progress across our customer communities. Our market-leading portfolio of global brands includes Shoptalk, Fintech Meetup, Retail Meetup, and Bett.

#LifeAtHyve

At Hyve, we are driven by our values: brilliant work, fresh thinking, rich connections, and collective buzz. In practice, this means we value quality, work with passion, celebrate uniqueness, and are our best when we work together. We value a diverse team and are committed to employing individuals from all backgrounds and creating a culture based around belonging. Our hybrid working model ensures we respect our peoples’ work/life balance.

Human connections are our specialty, and we offer a jam-packed calendar of social events, inclusion workshops, and professional development opportunities to make sure #LifeAtHyve is always fulfilling and exciting.

ABOUT THE ROLE:

Hyve is looking for an enthusiastic and professional VP of Attendee Experience to join our US-based team. This role will focus on managing a team and working with attendees to ensure an exceptional attendee experience across a global portfolio of events.

The VP of Attendee Experience will be the lead for our US based Attendee Experience team and will focus on managing the onboarding and relationship management processes for all attendees before and during our events. This role will be responsible for building out the strategy around all attendee communications, and will also manage a specific segment of attendees directly. In addition, this role will focus on managing the pre-event process for our Meetings Programs, where you will be analyzing data to ensure a successful execution of hosting over 75,000 onsite meetings at our in-person events.

The VP of Attendee Experience will work closely with the Retailer & Brands, Operations, Sales, Marketing and Tech teams. This position will report directly to the SVP of Attendee Experience.

WHAT YOU’LL BE DOING:

• Lead a team of Attendee Experience Managers in New York
• Be a champion for attendees and be the main point of contact leading up to and during our events for a segment of attendees
• Build out a communications strategy to engage 10,000+ registered attendees before events
• Develop processes to help drive efficiencies and create frictionless user experiences for attendees
• Partner with relevant departments, including the retailers & brands team, marketing, operations and sales, in order to ensure client success
• Onboard registered attendees and assist them via inbound and outbound phone calls, emails and texts
• Build out the strategy for what a comprehensive attendee experience looks like at our events, including enrolling attendees in networking programs
• Understand timelines and each phase of the meetings programs to support internal teams with questions and trainings
• Support attendees through the pre-event workflow for meetings programs to ensure they complete all tasks by the given deadlines
• Assist attendees in navigating platforms for events by creating attendee resources including tutorials, webinars and FAQs
• Create and maintain attendance trackers by event, maintaining data input and delivering weekly reporting
• Analyze data on a regular basis as it relates to our meetings programs
• Establish a shared culture of product integrity and high standards for customer service and community building
• Collaborate with the technology team to manage the meetings program platform setup and operations

WHO YOU ARE:

• 10+ years of experience in customer experience, business development, account management and/or operations within the events, or retail industry
• Experience managing a team
• Be passionate about creating unforgettable customer experiences
• Be passionate about building an admired product and experience for the retail industry
• Have exceptional verbal and written communication skills
• Be extremely well organized, detail and process oriented
• Be a numbers person- have strong analytical skills with the ability to collect, organize and analyze large amounts of data with attention to detail and accuracy
• Have strong project management skills with experience building out processes
• Be smart and a quick learner who is comfortable in a fast-paced, high growth, entrepreneurial environment
• A self-starter who is proactive, independent, flexible, and accommodating
• Agile and ability to multi-task- everyday is not the same and have the ability to pivot and prioritize different projects
• Have the ability to manage time and resources optimally
• Have strong problem-solving and follow-up skills
• Must be willing to travel

COMPENSATION & BENEFITS:

• The salary band for this position ranges from $150,000-$170,000 based on experience
• This position will be eligible for a competitive bonus structure
• Full medical, dental, vision package to fit your needs
• Retirement plan with company match (401K)
• Competitive vacation policy
• Hybrid Work