Audience & Experience Manager
Who we’re looking for:
The Audience & Experience Manager plays a pivotal role in shaping and delivering a seamless and engaging experience for all attendees of the Energy Institute’s event portfolio, from intimate briefings to the flagship International Energy Week (IEW). This role is responsible for mapping audience journeys, building and managing registration systems, ensuring high-quality customer interactions across all touchpoints, and expanding those touchpoints.
The ideal candidate will be highly organised, proactive, and comfortable working with data to drive decisions. They should have a passion for delivering exceptional customer experiences and be confident in managing multiple stakeholders, systems, and timelines. A collaborative mindset, a drive for operational excellence and a keen eye for detail are essential, as is the ability to anticipate audience needs and continuously improve processes. This is a fantastic opportunity for someone who wants to make a tangible impact on the success and reputation of high-profile energy events.
Who we are:
The EI is the chartered professional membership body for people who work across the world of energy. Our purpose is creating a better energy future for our members and society by accelerating a just global energy transition to net zero. We do this by attracting, developing and equipping the diverse future energy workforce; informing energy decision-making through convening expertise and advice; and enabling industry and consumers to make energy lower carbon, safer and more efficient.
At the EI we endeavour to find talent that will live and breathe our values. Our employees, and our extensive network of volunteers, pursue their work in line with a set of values reflecting the culture of the organisation: we are inclusive by treating each other with care and respect; we build trust through open and professional collaboration; and we are passionate about making a difference.
A registered charity, incorporated by Royal Charter in 2003 but with a heritage dating back more than a century, the EI is licensed to offer professional registration as Chartered Energy Engineer, Chartered Environmentalist and, uniquely, Chartered Energy Manager status. It is also home to a range of collaborative initiatives, including the G+ Global Offshore Wind Health and Safety Organisation, SafetyOn and POWERful Women. We host the annual International Energy Week, International Energy Awards, publish the annual Statistical Review of World Energy, the Energy Barometer, weekly New Energy World Magazine, and provide the Toolbox web app helping the energy workforce learn lessons from incidents and get home safe.
What you’ll do:
Audience Experience
- Own the continuous improvement of the audience journey, from discovery and registration to onsite experience and post-event follow-up.
- Use data and feedback to identify friction points and implement solutions that enhance the attendee experience.
- Analyze audience behavior data to inform strategic decisions and improve event outcomes.
- Envision, design and deliver creative, engaging audience touchpoints to sustain and grow delegate attendance.
- Project manage audience growth planning for International Energy Week, including collaboration with Communities and Membership teams.
Registration Management
- Own relationships with registration platform providers.
- Design and oversee delegate registration bookings systems, ensuring a smooth, efficient and informative experience.
- Compose, distribute and manage clear delegate communications throughout the registration and post-registration customer journey.
- Ensure smooth digital access to hybrid events for delegates.
- Monitor registration across all events, proactively tracking YOY progress, flagging issues and collaborating with the Marketing, Membership, and Strategic Partnerships teams to resolve them.
- Be the main point of contact for the Finance team on payment reconciliation and credit control.
Delegate Communications
- Manage the events inboxes to ensure timely and professional responses.
- Manage post-event audience communications and content delivery.
- Create, distribute and analyse post-event surveys to inform continuous improvement.
- Produce audience reports to evaluate attendance success and propose future developments.
- Source, onboard and line-manage short-term contractors to provide customer service for International Energy Week.
Onsite
- Act as the primary audience host for International Energy Week onsite, ensuring attendee satisfaction through direct and efficient engagement to resolve any immediate challenges.
- Own and oversee on-site registration and welcome areas at International Energy Week to deliver efficient access whilst ensuring the continuing safety of all attendees.
- Train and support additional staff on the registration platform as and when required to ensure smooth running and administration at all times.
- Support Head of Events as needed.
Experience
The knowledge, experience, and qualifications you need:
- Proficient use of Microsoft Outlook
- Good working knowledge of Microsoft Office 365, including Excel, Word, PowerPoint etc.
- Good IT literacy/software
- Familiarity with event tech platforms and CRM systems (desirable)
- Experience in data analysis and reporting (desirable)
Desirable / person specification:
- 5+ years' experience in event registration or customer experience roles
- Excellent communication and project management abilities
- Ability to work under pressure and manage multiple tasks simultaneously
- Comfortable line-managing short-term contractors
Salary: £35,000 – 40,000 per annum depending on experience, plus benefits
Benefits:
- Training and professional development opportunities
- Compressed working scheme – extended daily hours in return for every other Friday off
- All-company/team socials
- 25 days holiday plus bank holidays
- Cycle to Work Scheme
- Great office culture
To apply, please send your CV and covering letter to [email protected] before 29th September. Interviews will take place during October.