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<figure class="table"><table><tbody><tr><td>Job title</td><td>Head of Online Experiences</td></tr><tr><td>Reports to</td><td>Managing Director</td></tr></tbody></table></figure>&nbsp;Job purposeThe Head of Online Experiences is responsible for the Online services and solutions that Info Salons MENA provides to event organisers and exhibitors. These services and solutions represent an important part of the company’s revenue and significantly contribute to the net profit.Info Salons is proud to be offering many Online Services and Solutions to our clients here in the Middle East:&nbsp;Online Registration Pages!Fully tailored and customisable registration pages catered to deliver exact client requirements including but not limited to mobile friendly pages.&nbsp;ADD Ons!With our tailored and customisable solutions, we can offer various add-ons that can further enhance users experience on our registration pages. These range from Drop off management, Log back In functionalities, print at home, marketing campaigns via SMS / Email, payment collection and gateways etc..&nbsp;Exhibitor Portal!Exhibitor registration portal that allows exhibitors to entirely manage their registrations with many features and enhancements.&nbsp;Database Management System!An in house system that allows organisers to track their registration in real time, including reporting on a week out basis, export and amend data directly into the database and use the system to perform telemarketing tasks as well as validations on registrations.The Online Experiences department also manages the day to day tasks and requirements to ensure an outstanding customer experience and journey. These tasks range from online registration brief, feature add-ons, consumable orders such as badges, plastic wallets, lanyards etc..&nbsp;Duties and responsibilitiesOnline Services and SolutionsIn brief:&nbsp;Managing existing ISME internal products and staying up to date with the latest development including but not limited to upgrading and enhancing internal products / onboarding new tools to assist in user journey and experience<ul><li>Liaising with Clients on all pre-show requirements such as online registration pages and pre-show requirements (by Head of Department and team members) whilst ensuring day to day activities such as;&nbsp; Email broadcasts and templates, reporting, print templates, requests on pre show badge productions, and other essential requirements are undertaken.&nbsp;</li><li>Ensuring that pre-show requirements are maintained according to the client (by Head of Department and team members).</li><li>Acting and providing supportive advice and expertise knowledge in online services and solutions to our clients and maintaining a high standard in customer service (by Head of Department and team members).</li><li>Maintaining show databases pre-show and ensuring flow of data and other marketing details are according to ISME and client standards (by Head of Department and team members).</li><li>Keeping up to date with industry knowledge on registration techniques.</li><li>Managing the different online products that Info Salons offers and continuous development strategies for these products.</li><li>Manage successful implementation of the online solutions/services at various shows. The main role is to assign an Online Experience manager/coordinator to setup and hold regular meetings (or virtual sessions) with our main clients and to manage the online delivery, supported by ISME staff members.</li><li>Coordinate with various team members and departments to ensure all client deliverables are met (whether it may be IT work or Online Experience deliverables etc.)</li></ul>&nbsp;Department ManagementIn brief:&nbsp;Managing the Online Experiences Department in an efficient way and makes sure that all documentation and reports are documented orderly and up to date including but not limited to creating processes, checklists &amp; working instructions for the department and cross departments.<ul><li>Ensuring the department is in line and aware with contracted events via ISME sales tools, and always maintaining accuracy in services delivered / added to IMS.</li><li>Service request managing access of ISME Online services and solutions outlined above to support clients as well as organizational operations.</li><li>Develop and organize customer service, implementing standardized procedures that support and contribute to increased revenue, client satisfaction and department efficiency.</li><li>Develop and implement strategies and targets, implementing standardized procedures that contribute to increased department efficiency.</li><li>Process improvement in operations initiatives and coordinate with external clients, suppliers and internal staff.</li><li>Represent Online Experiences on various strategic meetings including IT development and systems operations testing-analysis.</li><li>Undertake mid and end of year review whilst aligning the team with department KPI’s and goals.</li><li>Build relationships with organisers and onboard them with ISME standards in customer experience and journey.</li></ul>&nbsp;Project managementIn brief:&nbsp;Some projects may be tasked and potentially outsourced. Project management involves the coordination and steering of these projects and reporting back to the clients / organisers and in some instances the Managing Director.<ul><li>Provide leadership to direct reports including reviews, project management functions and training and development initiatives.</li><li>Delegate effectively and supervise task execution of all aspects of project management.</li><li>Provide project management and expertise on improvement programs.</li><li>Ensure that the project aligns with the department KPI’s and goals.</li></ul>&nbsp;GeneralDraft a department report on a monthly basis (report template provided) that outlines the departments performance on various aspects:<ul><li>Online Registration pages&nbsp;</li><li>Team performance</li><li>Technologies and developments</li><li>Roadmap of products and new technologies</li></ul>&nbsp;QualificationsKnowledge and abilitiesAbility to:<ul><li>Engage with partners, customers, clients and internal staff as required.</li><li>Work with a diverse team and open culture.</li><li>Identify and qualify revenue generating opportunities</li><li>Draw upon relationships with existing and new partners, clients, third party vendors in order to create more customer solutions.</li></ul>&nbsp;Education, qualifications and certifications<ul><li>University Degree in Business / Technology / Event Management</li><li>Other (desirable)<ul><li>Certification / accreditation in relevant areas</li></ul></li></ul>&nbsp;Experience<ul><li>5 years experience:<ul><li>Managing a motivated and driven team</li><li>Managing and enhancing company products</li><li>Working in a tech position</li></ul></li><li>Experience in creating customer solutions (Organisers and exhibitors)</li><li>Proven track record in managing a team and driving customer success</li><li>Ability to think out of the box and stay ahead of market conditions with innovative solutions</li></ul>&nbsp;Working conditionsThe Head of Online Experience works from the office on a full-time for Info Salons Middle East.<ul><li>Working desk, laptop and necessary tools</li><li>Visa sponsorship</li><li>Travel Package:&nbsp;1 Economy Class flight to home country</li><li>Medical insurance / Health care package for self only.</li></ul>

Head of Online Experience

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Head of Online Experience