Customer Experience Specialist at Shepard Exposition Services

Description

The Customer Experience Specialist supports the development and execution of initiatives designed to enhance the end‑to‑end customer journey for organizers and exhibitors. This role collaborates closely with the VP of Marketing and Customer Experience to implement customer experience (CX) strategies, coordinate projects, and ensure alignment with company‑wide CX priorities. The Specialist focuses on operationalizing CX programs, driving customer engagement, and delivering measurable improvements across key touchpoints.

Key Contributions of the Role

• Execute customer experience initiatives that improve organizer and exhibitor satisfaction and loyalty.
• Manage CX-related projects, including surveys, feedback programs, and communication plans.
• Support the development and rollout of standardized processes and resources for customer-facing teams.
• Collaborate with internal departments (Sales, Exhibitor Services, Operations, and Business Solutions) to ensure alignment and consistency in service delivery.
• Monitor and report on CX KPIs, providing actionable insights and recommendations.
• Assist in the implementation of digital tools and platforms (e.g., Marketing Cloud) to enhance customer engagement.
• Coordinate content and communication for customer experience programs, ensuring clarity and responsiveness.
• Serve as a point of contact for cross-functional teams on CX-related initiatives.
• Identify opportunities for continuous improvement based on customer feedback and data analysis.

Requirements

• 3+ years of experience in customer service, marketing operations, or a related role.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Excellent communication skills, both written and verbal.
• Ability to collaborate effectively across departments and influence without direct authority.
• Analytical mindset with experience in interpreting data and applying insights to improve processes.
• Familiarity with customer experience principles and tools; experience with survey platforms and CRM systems preferred.
• Bachelor’s degree in Marketing, Business, Communications, or related field.

Aligning with Our Values For Success

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
• Ability to perform as a responsible ESOP owner, by making daily decisions to benefit the client and the company.
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

Benefits

• Medical
• Dental
• Vision
• Life and Disability Insurance
• 401 (k)