Euromoney Institutional Investor

Head of Experience and Operations

Job ID
Jan 2023-14898
Department
Fastmarkets
Location
London
Department/Location : Country (Full Name)
United Kingdom
Contract Type
(Employee on payroll)Permanent Full-Time
Category
Conferences / Seminars / Events
Targeted Job Start Date
01/03/2023
Additional Locations
BG

Job Advert

About Fastmarkets

Fastmarkets is an independent commodity pricing and information organisation with over 500 staff. We are fuelled by values that brings us all together and are united by a collective passion to make a difference. We are supported by a working model that we call “Working 3.0” that is based on flexibility and trust, which allows us to bring our best selves to work every day.


Fastmarkets is the most trusted Price Reporting Agency (PRA) in the metals, mining, agriculture, forest products, and energy transition markets. Our price data, forecasts, and market analyses give our customers strategic advantage in complex, volatile, often opaque markets. Our events provide forums for market participants to come together, trade, and talk through the critical issues of our times.


We are making a difference. Fastmarkets works to create transparent commodity markets through our reliable and trusted price data and market intelligence. The markets we serve are central to how economies work and are essential for our lives. By doing this, Fastmarkets helps our customers build a more sustainable world. We are built on a 130-year foundation while bringing a digital platform to market, combining the currency of trust with the power of digital.

 

Most importantly, we are fuelled by our teams that, across the globe, making the amazing possible. With a deep sense of purpose and belonging, we are building an extraordinary future – together. If you would like to help build the future, we hope you will join us on our journey.

 

Fastmarkets was founded in 1913 (as Metal Bulletin) and is a privately held UK-registered company. It is owned by global private equity firm Astorg, a specialist investor in healthcare, software, technology, business services and technology-based industrial companies.

 

About the role

This is an exciting leadership opportunity to be truly instrumental in driving the success of our fast growth events business, which sits at the heart of one of the most trusted and rapidly expanding global Price Reporting Agencies.

 

We are looking for an experienced people manager who excels in developing, training, and coaching high performing operations/event experience and customer service teams across the in-person and digital event sectors. They will be responsible for overseeing the Fastmarkets Events portfolio delivery, ensuring that we are delivering the highest levels of customer service, constantly reviewing our operational processes before, during and post event to ensure that we maintain our reputation for excellence. 

 

They will be an inspiring leader, creative with great vision and expertise in their field. They will manage all elements of the commercial strategy for event delivery that supports innovation and growth. They will be highly experienced in delivering content/ conference led and networking/ trading event experiences (in-person and online) and able to leverage event technology wherever this can elevate and future proof our event experiences.

 

Reporting to the MD, you will be work with key stakeholder across the business and the Senior Management Team to collectively support our ambitious fast growth event strategy by building a world class Event Operations and Experience Team. They will head up a team of 5 Operations and 3 Customer Service specialists located across the UK, China, US and Europe.

They will be responsible for all operational event delivery costs across the business, ensuring that these are managed within the agreed budgets. As a senior leader they will actively be involved in building the operations budgets for the business, as well as providing accurate forecasts on a regular basis. Managing venue and supplier contracts will be a key part of this role always ensuring that any negotiated contract is secured at a highly competitive rate.

Communication and reporting is also a key part of this role, ensuring transparency on costs at all times in and keeping all stakeholders informed and aligned on both this and the event design. They will be a strong team player and embed a robust collaborative mindset in the team

 

Principle accountabilities

  • Develop high performing Operations and Experience Team. Provide coaching, training, and development to enhance skills and create a learning and rewarding environment
  • Manage and develop direct reports using KPIS to track performance
  • Recruiting and training new members of the team
  • Carry out supervision/ appraisal’s ad performance reviews
  • Guiding day to day activities of the Operations and Experience Team
  • Set and administer annual operations event by event budget
  • Embed robust Health and Safety standards throughout all events
  • Embed consistent and forensic management of event costs against agreed budgets
  • Ensure all events are designed in line with their Event Briefs
  • Manage integration of Event Operations and Experience Team with wider event team stakeholders to support high performing and collaborative team approach throughout
  • Develop a challenger mindset throughout the team to drive new and innovative thinking and ideas
  • Identify and explore new Event Technologies to elevate experience and share with Senior Management Team to drive adoption
  • Manage Operations Team to ensure that event design is ambitious, innovative, and high value
  • Manage Customer Service Team to ensure delegate service is the highest standard and efficient management of invoicing across delegates, sponsors, and suppliers
  • Manage resources efficiently and effectively – identify bottle necks and forward plan extra resources as required
  • Stay ahead of latest in event experience design trends and ensure Fastmarkets is at the cutting edge
  • Manage digital platforms and work with key stakeholders in Marketing and Production to ensure the delegate experience is joined up
  • Negotiate competitive venue and supplier contracts
  • Provide accurate forecasting at all time

About you

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully. You must be open-minded, curious, resilient, and solutions-oriented, and committed to promoting equality.

 

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

 

  • At least 5 years’ experience successfully delivering outstanding event experiences (B2B or B2C, physical and digital)
  • Proven and successful leader of Event Operations Teams able to inspire and motivate (3years +)
  • Experience in venue contracting and negotiating from £100K +
  • Strong Project Management skills
  • Event Design Expertise – Based on customer needs
  • Ability to manage outcomes in a matrixed organisation
  • Proven ability to manage multiple stakeholders
  • Ability to communicate and report clearly at a senior level
  • Commercial awareness by creating creative ways of growing revenue streams and attracting the attendees we need
  • Experience in delivering both in-person and digital event experiences
  • Experience incorporating event technologies into event experiences
  • Can operate at a senior strategic as well as operational level
  • Ability to think creatively and commercially
  • Positive in nature, able to both develop and get the best out of those around them
  • Ideally experience in Design Thinking and Customer Journey Mapping
  • Able to drive initiatives through and resolve obstacles/blockers effectively
  • Self-starter who loves taking ownership of processes and projects
  • Commercially focussed – Strong financial management, control, and reporting

Our values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

 

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do.

 

Our values are:

  • METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance

  • ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done

  • GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency

  • INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.

  • CUSTOMER CENTRIC. We are customer-centric in all that we do

  • COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

 

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day. It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.

 

Closing date for applications: 31st March 2023

 

Location: London, UK or Sofia, Bulgaria

 

Contract type: Full-time, permanent

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