Head of Client Experience

Description

Key Responsibilities

• Define and lead our approach to client engagement, including how we show up at industry events, client meetings, and hosted experiences.
• Curate and manage a calendar of hospitality and entertainment opportunities for existing and prospective clients, aligned to business goals and relationship strategy.
• Identify and manage opportunities for the senior leadership team to meet existing and new clients on key business trips, including the client experience of those meetings.
• Develop, oversee and continually refine our strategy and approach to client gifting, ensuring it's aligned with brand values and tailored to different segments.
• Build and deepen trusted relationships with high-value clients and collaborators, acting as a visible ambassador for the company and brand.
• Coordinate the collection and analysis of client feedback and lead our Net Promoter Score (NPS) and client listening approach.
• Collaborate with internal teams to act on insights, share learnings, and embed a culture of continuous client-focused improvement.

• Identify and nurture opportunities to grow key relationships and clients, in partnership with business unit leads.
• Support the business in identifying, qualifying and prioritising new leads and high-potential relationships.
• Ensure our client development efforts are coordinated, visible, and aligned with our brand narrative and sector priorities.
• Form and lead an internal Business Development Working Group to align, track and share information and intelligence between relevant members of the organisation
• Track pitch success rates and share learnings and recommendations
• Work in partnership with wider Marketing team to develop and maintain effective systems and tools to track engagement and growth opportunities.

• Define and oversee our overarching strategy for client-facing conferences, speaking opportunities and industry events — deciding where we show up, how we show up, and why it matters.
• Identify, evaluate, and negotiate sponsorship and partnership opportunities, and ticketing packages that support our growth strategy, and offer strong brand visibility and relationship-building potential.
• Build and manage relationships with key industry bodies, event organisers, and media partners to maximise value and positioning.
• Represent the organisation confidently at industry conferences, hospitality events, and client meetings, as required.
• Act as the organisation’s eyes and ears at these events, gathering insights on client challenges, competitor activity, and emerging trends to inform positioning and pitch strategy.
• Share regular updates internally to keep the organisation informed and responsive.
• Partner closely with the wider Marketing and Communications team to ensure joined-up messaging, campaigns, and assets.
• Lead on the education and cascading of etiquette and engagement standards to all client-facing Team Trivandi members

Skills, Knowledge and Expertise

• Proven experience in a client-facing, strategic relationship or business development role.
• A strong understanding and network in the sports, events and/or live experiences industry
• Confidence and credibility when working with senior stakeholders and clients.
• Strong strategic thinking with the ability to align engagement strategies with business objectives
• A collaborative approach to working across departments and disciplines.
• Excellent communication skills, both written and verbal.
• Solid negotiation skills and understanding of partnership marketing
• Passion for delivering exceptional client experiences, and a natural sense of hospitality and care.
• Familiarity with Net Promoter Score (NPS) frameworks and client feedback analysis.
• Experience using CRM or pipeline tracking tools (e.g. HubSpot, Salesforce) is a benefit

• Strong relationships with priority clients and collaborators, resulting in repeat business and referrals.
• A well-defined calendar of strategic engagement activities that feel intentional, valuable, and brand-aligned.
• Tangible growth in key accounts and new business success.
• Clear feedback mechanisms and continuous improvements driven by client insight.

• Big-picture thinker – able to connect client engagement and business development to overall growth strategy
• Exceptional relationship-building skills with an open, genuine, and collaborative style
• Excellent organisational skills, with the ability to coordinate multiple stakeholders and complex processes
• Resilient, composed under pressure, and solutions-focused
• A hunger to learn, grow and contribute to the wider business
• Meticulous attention to detail in both strategic planning and execution
• Self-motivated and resourceful, with a strong sense of ownership
• Loyal, displaying the highest levels of integrity and commitment
• Flexible and adaptable in a growing, fast-moving company

About Trivandi