DESCRIPTION

Trivandi is in an exciting phase of growth. Over the last year, we’ve doubled our headcount, introduced five new business offerings, increased our revenue by 40%, increased our number of client projects by 40%, entered new sectors and new territories, launched a bold new brand and website, and unveiled our vision to professionalise the industry through education, innovation, research and intelligence.
Trivandi is an ambitious, fast-moving and continually evolving organisation and we are looking for an equally ambitious, adaptable and motivated Head of Client Experience to lead how we attract, retain, and grow meaningful client relationships. This role will bring together relationship strategy, client experience, hospitality and entertainment, brand representation, and new business coordination and integration.
You will be responsible for shaping our approach to client engagement across multiple touchpoints – from bespoke hosted events, client hospitality, sponsorship strategy and conference presence to feedback, lead management and gifting strategies.
This role will be pivotal in ensuring that our existing clients feel valued and supported, and that new opportunities are nurtured with intelligence, care, and creativity.
To come on this journey with us, you will have a great sense of humour, be incredibly resourceful and creative, and relish a challenge.

CLIENT ENGAGEMENT AND EXPERIENCE

• Define and lead our approach to client engagement, including how we show up at industry events, client meetings, and hosted experiences.
• Curate and manage a calendar of hospitality and entertainment opportunities for existing and prospective clients, aligned to business goals and relationship strategy.
• Identify and manage opportunities for the senior leadership team to meet existing and new clients on key business trips, including the client experience of those meetings.
• Develop, oversee and continually refine our strategy and approach to client gifting, ensuring it’s aligned with brand values and tailored to different segments.
• Build and deepen trusted relationships with high-value clients and collaborators, acting as a visible ambassador for the company and brand.
• Coordinate the collection and analysis of client feedback and lead our Net Promoter Score (NPS) and client listening approach.
• Collaborate with internal teams to act on insights, share learnings, and embed a culture of continuous client-focused improvement.

PERSONAL SKILLS AND EXPERIENCE

The key knowledge, experience, and qualifications we are looking for include:

• Proven experience in a client-facing, strategic relationship or business development role.
• A strong understanding and network in the sports, events and/or live experiences industry
• Confidence and credibility when working with senior stakeholders and clients.
• Strong strategic thinking with the ability to align engagement strategies with business objectives
• A collaborative approach to working across departments and disciplines.
• Excellent communication skills, both written and verbal.
• Solid negotiation skills and understanding of partnership marketing
• Passion for delivering exceptional client experiences, and a natural sense of hospitality and care.
• Familiarity with Net Promoter Score (NPS) frameworks and client feedback analysis.
• Experience using CRM or pipeline tracking tools (e.g. HubSpot, Salesforce) is a benefit

ABOUT YOU

The key competencies and behaviours we are looking for include:

• Big-picture thinker – able to connect client engagement and business development to overall growth strategy
• Exceptional relationship-building skills with an open, genuine, and collaborative style
• Excellent organisational skills, with the ability to coordinate multiple stakeholders and complex processes
• Resilient, composed under pressure, and solutions-focused
• A hunger to learn, grow and contribute to the wider business
• Meticulous attention to detail in both strategic planning and execution
• Self-motivated and resourceful, with a strong sense of ownership
• Loyal, displaying the highest levels of integrity and commitment
• Flexible and adaptable in a growing, fast-moving company

SUCCESS IN THIS ROLE LOOKS LIKE

• Strong relationships with priority clients and collaborators, resulting in repeat business and referrals.
• A well-defined calendar of strategic engagement activities that feel intentional, valuable, and brand-aligned.
• Tangible growth in key accounts and new business success.
• Clear feedback mechanisms and continuous improvements driven by client insight.