Senior Events & Client Account Representative

Job Description About the Role We are seeking a highly organised and service-oriented Senior Events & Client Account Representative to manage key client relationships while overseeing the coordination of projects and events. This role combines elements of account management, client servicing, and project coordination , ensuring that both existing clients and new leads receive a seamless and professional experience. You will act as the primary contact point for assigned accounts, nurturing long-term relationships while ensuring operational excellence across events and internal processes. Success in this role requires strong communication skills, meticulous coordination, and the ability to manage multiple stakeholders effectively. Key Responsibilities 1. Client Relationship & Engagement Serve as the main point of contact for existing clients and prospective leads. Build trust-based relationships through attentive, personalised communication. Understand client objectives and provide ongoing support throughout their engagement journey. Maintain consistent follow-ups to encourage continued participation in programmes and services. 2. Account Ownership & Coordination Take ownership of assigned accounts, ensuring expectations are clearly understood and delivered upon. Work closely with internal teams including Marketing, Fulfilment, Sales, and Trainers to align deliverables and timelines. Provide clients with regular updates, solutions, and proactive recommendations to enhance their experience. 3. Events & Project Management Plan, coordinate, and oversee projects related to client programmes and lead engagement initiatives. Develop structured workflows, checklists, and documentation to ensure smooth execution. Coordinate manpower allocation and ensure all stakeholders are properly briefed before project implementation. Ensure events and initiatives are executed efficiently and according to agreed timelines. 4. Joint Venture & Strategic Client Management Manage relationships with joint venture partners and key stakeholders. Act as a liaison between partners and internal departments to ensure alignment and delivery standards are met. Strengthen client loyalty by ensuring concerns are addressed promptly and professionally. 5. Service Excellence & Issue Resolution Maintain high levels of client satisfaction across all communication channels (email, messaging platforms, and social platforms). Address escalated issues or complex concerns with professionalism and effective solutions. 6. Reporting & Data Management Maintain accurate documentation of client interactions, project details, and service records. Prepare periodic reports covering project progress, client feedback, and overall account performance. Track engagement metrics to support continuous service improvements. 7. Team Leadership & Development Provide guidance and mentorship to Junior Client Account Representatives. Support team alignment to ensure consistent service standards across accounts. 8. Process Improvement Identify opportunities to enhance operational workflows and client experience processes. Recommend improvements that increase efficiency, customer satisfaction, and service quality. What Success Looks Like in This Role High client satisfaction and retention rates Smoothly executed events and initiatives Strong collaboration between internal teams and external stakeholders Clear documentation, reporting, and operational discipline Consistent service standards across all client touchpoints Requirements Degree in Mass Communication, Marketing, Hospitality (MICE), or a related discipline. Several years of experience in account management, relationship management, client servicing, or project coordination , preferably within events, training, or service-driven environments. Strong command of written and spoken English, with the ability to confidently engage international clientele. Demonstrated experience using customer service or ticketing platforms such as Zendesk, Freshdesk, Intercom, or similar CRM systems. Excellent organisational and planning skills with the ability to manage multiple projects simultaneously. Strong interpersonal skills and the ability to work collaboratively across departments. Proactive, solution-driven mindset with the ability to anticipate client needs and manage expectations. Proficient in G Suite (Gmail, Google Docs, Google Drive, etc.). Benefits Remote Working Flexibility Vast opportunities to work with global clients and international events with fully sponsored trips Self-care or Personal Development Allowance Performance & Annual Bonuses Positive & Vibrant team culture