Attendee Experience Manager

Hyve Group Ltd • New York, NY

9h • $80,000 - $90,000 • Hybrid

About The Position

We’re looking for an enthusiastic, adaptable and customer-focused Attendee Experience Manager to join our New York team and help deliver an exceptional experience for attendees across Hyve’s global events. At the heart of this role is relationship management. You’ll become a trusted point of contact for attendees once they are registered, guiding them through their event journey and ensuring they feel informed, supported and excited to participate. A key focus will be our meetings programs. You’ll help attendees navigate every stage of the process, from onboarding and completing key actions to using our platforms and preparing for their meetings onsite. You’ll communicate with attendees across phone, email and text, proactively identifying where they need support and helping remove any friction from their experience. No two events are exactly the same, so we’re looking for someone who enjoys variety, adapts quickly and is comfortable taking ownership. You’ll have the opportunity to identify improvements, shape processes and leave your mark on how we deliver the attendee and meetings experience as our event portfolio continues to evolve. You’ll also be an important internal advocate for the meetings program, helping colleagues across the business understand the attendee journey and ensuring our wider teams are equipped to speak confidently about the program and the experience we provide. This is a highly collaborative, hands-on individual contributor role. You’ll work closely with colleagues across Attendee Experience, Buyer Recruitment, Marketing, Operations, Sales and Technology to create a seamless experience before and during our events.

Requirements

• 5–7 years of experience in customer success, customer experience, account management, event management, operations or another highly customer-facing environment.
• A genuine passion for creating exceptional customer experiences and building strong, lasting relationships.
• Excellent verbal and written communication skills, with the confidence to communicate with a wide range of customers and internal stakeholders.
• A proactive, hands-on approach and a willingness to get into the detail to solve problems and get things done.
• Strong relationship-management skills and the ability to understand what different customers need from their experience.
• A collaborative mindset and the ability to work effectively across multiple teams without relying on formal authority.
• The ability to learn quickly and become a subject-matter expert who can confidently educate others on processes and programs.
• Strong organizational skills and excellent attention to detail, with the ability to manage multiple priorities and deadlines.
• Comfort working in a fast-paced, evolving environment where priorities can change and every event may require a different approach.
• A self-starter mentality — proactive, curious, flexible and comfortable taking ownership rather than waiting for direction.
• Strong problem-solving and follow-up skills, with the judgment to identify issues and see them through to resolution.
• An improvement mindset and enthusiasm for identifying better ways of working and helping shape the attendee experience.
• Confidence working with data and using it to support decision-making and ensure accuracy.
• Proficiency in Google Sheets, including pivot tables, VLOOKUPs and basic formulas for data manipulation and analysis.
• The ability to manage processes from start to finish and keep multiple stakeholders aligned along the way.
• The ability to manage your time and resources effectively across competing priorities.
• Willingness to work from our New York office three days per week, as required.

Nice To Haves

• Experience within events can be beneficial, but industry experience is less important than your ability to build relationships, adapt quickly and deliver an outstanding customer experience.

Responsibilities

• Be a champion for our attendees and a trusted point of contact throughout their pre-event journey and onsite experience.
• Build strong relationships with attendees through proactive, thoughtful and timely communication across phone, email and text.
• Own the attendee onboarding experience following registration, ensuring attendees understand what they need to do and when.
• Guide attendees through each stage of our meetings program, helping them complete required actions and meet key deadlines.
• Support attendees in navigating our meetings platforms and troubleshoot questions or challenges along the way.
• Understand the full meetings-program lifecycle and confidently answer attendee questions throughout each phase.
• Develop clear, engaging attendee communications across email, phone and text throughout the event cycle.
• Proactively identify opportunities to improve the attendee journey, remove friction and create a better overall customer experience.
• Build a deep understanding of the meetings program and help educate internal teams so they can confidently communicate its value and processes.
• Partner cross-functionally with Buyer Recruitment, Marketing, Operations, Sales, Technology and other teams to ensure a joined-up attendee experience and seamless event execution.
• Work with sponsors and other stakeholders where required to support a successful meetings experience.
• Maintain accurate attendee information, conduct data audits and use relevant systems and tools for effective record keeping.
• Track projects, priorities and deadlines, providing clear and timely updates to relevant stakeholders.
• Adapt to the differing needs of our events and take ownership of new projects and challenges as they arise.
• Support the onsite attendee experience and help ensure our events deliver the high-quality experience our customers expect.

Benefits

• Base salary: $80,000–$90,000, depending on experience
• Performance bonus: 15% annual bonus opportunity
• Comprehensive benefits: Full medical, dental and vision coverage
• 401(k): Retirement plan with company match
• Paid time off: Competitive vacation policy and paid holidays
• Hybrid working: Three days per week in our New York City office, with two days working from home
• Development: Ongoing learning, development and career progression opportunities within a growing global events business

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed